Customer Services Manager - Cargo Logistics

POSITION : OPERATIONS MANAGER:CSD – OR TAMBO

EE :  AFRICAN APPLICANTS ONLY

CTC :  R 32 500.00 MONTHLY

BENEFITS :  MEDICAL INSURANCE AND PROVIDENT FUND

ESSENTIAL : INDUSTRY EXPERIENCE IS CRUCIAL.

DIRECT REPORTS : MINIMUM OF 4.

Minimum

To manage and oversee the national customer experience, domestic operations, and pet lounge in accordance with established policies, procedures, budget andstrategy to drive customer experience, customer satisfaction, cost effective and sustainable operations.

CustomerService

• Monitortheoperationsofcustomerservicerepresentativestoverifyadherencetoestablishedcourtesyandrequiredprofessionalism.

• Maintainopenand frequentinteractionswithbranches anddivisionswithin the employer tokeep clientsupdatedaboutthestatusoftheircargotoincrease customer satisfaction and improve the customer experience.

• Developandimplementstrategiestoimprovecustomerrelationships,dedication,andsatisfactionbyengagingwithalldepartmentalheadstoaddress theclientsconcernstoimprovetheclientexperience.

• Investigatecustomerserviceand/oroperationsrelatedcomplaintstoensurethattheyareresolvedwithinagreedtimelinesandthatappropriateactionis taken to resolve issues before they are escalated.

• Maintainandenhanceconnectionswithinternalandexternalstakeholdersbyalwaysprovidingexcellentservice.

• Engageinnegotiationswithinternalandexternalstakeholderstoadvancethecompany’sbusinessandservicegoals.

• Collaboratewithallstakeholderstoestablishouroperationalframeworkinlinewithcurrentandfutureguidelines.

• MonitorthevalidityofexistingServiceLevelAgreements(SLA’s)toensuretheyremainrelevantandthatserviceprovidersadheretotheprovisionsofthe SLA for operational performance by conducting monthly stakeholder meetings.

• Conductmeetingswithcustomerstoreviewandcommunicateactualperformanceagainstagreedperformanceandincluderecommendationsforcorrectiveactions.

• Conductsurveystomeasurecustomersatisfactiontorectifyanysubstandardservice.

• CompileweeklyauditreportoftheWinfreightsystembycheckingalltherequiredscanningdisciplinesagainsttheestablishedtargetsandprovidecorrective action taken.

• ReporttotheExecutiveCommittee(EXCO)monthlyontheoperationsperformanceincludingtheOnTimePerformance(OTP)tomonitoroveralloperationsperformance.

• Ensureallincidents,occurrenceandhazardsarerecordedonthediscrepancymanagementsystemandIQSMSsystemtohaverecordofalltheseevents in the national database.

• Investigatealltheincidents,occurrences,andhazardsinordertoformulateandimplementcorrectiveactions.

• Monitorallthe discrepancies raisedonthediscrepancymanagementsystem byensuringallthereportsareclosedand/orupdatedtoascertainthatcustomer queries are addressed timeously.

• Liaisewiththerelevantdepartmentforfurtherhandlingonclaims.

• Oversee,implement,andmanagecomplianceoftraining,policiesandproceduresforadherencetotheBCEA(Basicconditionsofemploymentact).

• Assessstaffresourcescontinuouslytodetermineiftheheadcountisinlinewithbudgetandoperational requirements.

• MotivateandobtainthenecessaryapprovalforheadcountadjustmentsasrequiredinlinewiththecompanyEmploymentequityplan.

• Evaluateperformanceandidentify

Minimum3to5yearsOperational
intheCargoacceptance,handling,and carriage at an international airport of which 3 years in management position in the field of cargo and logistic operations.

Previous customer service experience will be an advantage

Strong Management / People Management and Customer Services Management experience required 

Sales / Sales Management / Sales Supervisory experience 

FunctionalTraining:

WinfreightOperationsandFinance

TimeandAttendancesystem

Norming

Trainingportal(IVS)

IQSMS (IntegratedQualityManagementSystem)

RegulatedTraining:

DangerousGoodsCategory6Training

HumanFactors Training

LiveAnimalRegulationsTraining

AviationSecuritylevel3Training

SafetyManagementSystemsTraining

Environmental/Other conditions:

Abilityandwillingtoworkextendedhoursandatowninitiativeand/orrequest

Abilitytotravel nationally

DriversLicenseandown transport

KnowledgeoftheBCEA(Basicconditionsofemploymentact),IRA(Industrialrelations act) and EEA (Employment equity act)

indealingwithHRandIRrelatedissues

Leadership

QualityAssurance

CustomerServiceorientated

SafetyandSecurity

Computerliterate

Positiveattitude

Professionalism

Lateralthinking

Collaboration

Innovative

Problemsolving

Primary
requiredtofillthenecessarygaps.

relatedquestions.

• Carryoutdisciplinaryaction.

• Overseedailyoperationsandensurethatpropercommunication,coordination,andteamworkarealwaysmaintained.

• Managemanpowerplanningandotherresourcestoensuremaximumutilisation.

• Ensureallstaffhaveadequatetraining,toolstoprovideaqualityandconsistent
  acrossalldomesticoperations department.

• Monitorandevaluatetheeffectivenessofexistingpoliciesandproceduresbyidentifyingopportunitiesforimprovementinservicedeliverybyengagingwith IT and/or other support services.

• ManagebillingteambyensuringthatallwaybillsarebilleddailyandthatquotationsandCashSalesforwalk-inclientsareaccuratetoavoidqueriesthat could result in credit notes and refunds.

• Manageclaimssubmittedbyclientsbyliaisingwithoperationsadministratorandensuringclaimsaresettledtimeously.

• Managediscrepanciesbyensuringthattheyarehandledpromptlyandaccordingtotheprocedureintermsoffollow-upandclosure.

• Facilitatedailymeetingstodiscussalldiscrepancieswithmanagersfromallstationstoenablecollaborationofproactiveandreactivechannels.

• Followupwithstations/departmentsofirregularoperationsensuringawarenessofanyoffloadsissuesencounteredattheaircraftandinformingclients of new flight details.

• Monitorandanalyserosterssubmittedmonthlybymanagers,ensuringthatallemployeesarerosteredaccuratelyandinaccordancewithlabourstandards.

• Monitor thatcargoismanaged,planned,andmanifestedaccordingtoitspriorityandthattherearenodeviationsintheprocesswhich cancausesecuritybreaches.

• Overseethatcargo/liveanimalsareprocessedcorrectlyandaccuratelybyensuringthatallmeetsthe employersoperationsandsecuritystandards.

• Ensurethatvehiclesarecheckeddailyandserviced,andlicences/roadworthycertificatesarecurrentsothatanydeviationscanbeaddressedimmediately.

AuditsandRegulatoryCompliance

• Conductaudits,identifyanydeficienciesandapplycorrectiveactionstomaintainregulatorycompliancewithinthecargonetwork.

• SeekcollaborationwithRegulatorybodies,includingairlines, toestablishamutuallybeneficialpartnershipthatfosterstrustinourproceduresandallows for joint decision making.

• ParticipateinRegulatorySafetyAuditstoensurecompliancetoregulatoryAviationbodies.

• AuditthatthelatestregulationspoliciesandproceduresonIQSMSsystemhasbeenreadandunderstoodbyemployeestoensure thattheyareworking in accordance with the current regulatory and internal policy framework.

• Conductinspections,auditsandcommunicatetotheemployeestoensurethattheworkplaceisinlinewithhealth,safety,andenvironmentrequirements.

FinancialandAssetManagement

• Plantheannualbudgetbyidentifyingtheoverallrequired resources.

• Managetheexpenditureonacontinuousbasistoensurethatthevariancestoapprovedbudgetsareminimised.

• Implementacustomerretentionstrategytoensurerevenuetargetsaremet.

• Identify,throughknowledgeandcontractsofthesalesforceandtheindustry,newopportunities,andpotentialcustomerstoincreaserevenue.

• Overseethepettycashismanagedaccordingtothecompanypolicyandprocedure.

• ReviewthemonthlyincomestatementforaccuracyofreportingandcommunicatediscrepanciestoFinance.

• Procurementofgoods,services,andassetstosustainandcomplimentthebusinessneeds,inlinewithbestpractice,forcontinualbenefitimprovementfor our staff, customers, stakeholders and shareholders.

• Manageplanningofassetsinlinewithoperational
  foranoptimalbusinessfunction.

• Overseetheassetregisterannuallyandmaintainrecordsforauditingpurposes.

• Overseetheuseandmaintenanceofvehicles,equipment,andrelatedconsumablestoensurethattheseareserviceableandoperatedinaresponsiblemanner by qualified and authorised personnel.

• Set up structures in maintaining all financial, operational and Regulatory requirements that will be available for any internal and/or external review inreducing and eliminating potential risk and liability for the business.

Diplomainbusinessmanagement/Administration(NQFLevel7)

DriverslicenceCode10

Minimum