Role Overview
As the primary point of contact for clients, you will take ownership of building and maintaining strong, long‑term relationships, ensuring exceptional service delivery and client satisfaction. You will proactively manage client needs, coordinate solutions, and identify opportunities to enhance the overall customer experience.
Key Responsibilities
- Develop expert knowledge of the software system, including all modules and value‑added solutions.
- Build and maintain strong client relationships, acting as the primary point of contact.
- Deliver training, consultations, and best practice guidance to clients.
- Conduct demonstrations for prospective clients and present additional solutions to existing ones.
- Coordinate new client implementations, ensuring project milestones are achieved.
- Act as liaison between clients and internal teams, taking ownership of queries and escalations.
- Conduct regular onsite and virtual client visits to strengthen relationships and review system utilisation.
- Facilitate webinars and client communication on new features and industry best practices.
- Maintain accurate client records, call reports, and administrative requirements.
- Travel nationally as required for training, implementations, and consultations.
Core Skill Set & Competencies
Strategic Thinking- Understands client business objectives
- Anticipates client needs and risks
- Delivers solutions that create business value
- Thinks long‑term, not transactionally
Client Relationship Management- Builds and maintains trusted client partnerships
- Manages stakeholder expectations proactively
- Strengthens relationships through regular engagement
- Demonstrates credibility and accountability
Commercial Awareness- Understands client and business priorities
- Identifies growth opportunities
- Drives client‑centric outcomes
- Focuses on retention and value creation
Communication- Communicates with confidence and professionalism
- Simplifies complex discussions
- Adapts communication to different audiences
- Navigates difficult conversations with diplomacy
Execution- Takes ownership from commitment to delivery
- Coordinates internal teams effectively
- Identifies risks before they escalate
- Consistently delivers on commitments
Mind‑set- Client‑focused with commercial awareness
- Proactive, plans ahead and manages time effectively
- Builds trust through integrity
- Works collaboratively across departments
- Continuous learning and improvement focused
- Calm and solutions‑focused under pressure
Minimum Requirements
- Grade 12 (Senior Certificate). Tertiary qualification in Business, Logistics, Supply Chain Management, or related field advantageous.
- 5+ years’ experience in Clearing and Forwarding operations.
- Strong PC literacy and ability to learn new systems quickly.
- Microsoft Word, Excel, and Outlook proficiency.
- Valid driver’s licence and reliable transport.
- Afrikaans language skills advantageous.
Why This Role
This is an opportunity to become a trusted link between clients and technology, helping businesses improve their operations while building lasting relationships. Candidates will be tested against each competency area before progressing in the selection process.
