Key Focus Areas:
• Ensure the “Diamond Standard” of service delivery across multi-modal solutions, aligned with customer scope of work, KPIs and SOPs across all regions.
• Act as the single point of contact for all customer operational matters and escalations, including outsourced service providers and agents.
• Coordinate with South African operational teams to deliver solutions aligned with the customer’s diverse and evolving requirements.
• Deliver a responsive, efficient and customer-focused service, while managing expectations and declining requests where service requirements cannot be met.
• Partner with Operations to ensure all outsourced service providers and agents have appropriate back-to-back contracts, SOPs and service standards in place.
• Develop an in-depth understanding of the customer’s supply chain and continuously identify opportunities to reduce costs, improve efficiencies and deliver measurable value.
• Collaborate with Operations and IT to develop innovative solutions that enhance service delivery, operational performance and customer value.
• Identify and implement customer reporting requirements, ensuring accurate, high-quality and industry-leading reporting.
• Monitor service performance against agreed KPIs, SLAs and SOPs, driving corrective action where required.
• Identify, develop and implement risk mitigation strategies across operations, outsourced service providers and agents.
• Ensure agreed risk mitigation measures are formally approved, implemented and consistently adhered to.
• Drive continuous improvement and operational excellence to differentiate the company through service quality, innovation and customer experience.

Minimum Requirements:
• Matric / Grade 12.
• BCom in Logistics or a related qualification.
• Sound knowledge of INCOTERMS and advanced international trade principles.
• 7–10 years’ experience in freight forwarding, customs clearing, contract logistics, cross-border road freight and exports into Africa.
• Proven experience in a regional or national multi-modal logistics environment.
• Proven track record in sales, marketing and/or customer-centric roles within a results-driven organisation.
• Experience engaging with diverse stakeholders, including employees, suppliers and customers.
• Strong understanding of complex supply chain ecosystems and the ability to develop and implement commercially viable logistics solutions.
• Strong customer-centric approach with a proven commitment to delivering an exceptional customer experience.
• Proven ability to lead, motivate and influence teams towards achieving common business objectives.
• Excellent networking, relationship-building and stakeholder management skills.
• Strong strategic, commercial and systemic thinking, with the ability to balance short- and long-term objectives.
• Proven ability to work with large data sets and business intelligence to support forecasting and informed decision-making.
• Strong financial and business acumen with excellent problem-solving and critical-thinking abilities.
• High level of accuracy and attention to detail.
• Digitally savvy with a solutions-focused approach.
• Superior written and verbal communication skills.
• Intermediate to advanced proficiency in Microsoft Office.
• Experience with Ship Shape, CargoWise, JDA or equivalent WMS, as well as QlikView or equivalent BI tools, would be advantageous.
• Project management experience would be advantageous.
• Willingness to work weekends and overtime and participate in 24-hour WhatsApp support groups when required.

Blue Oak Personnel is a trusted recruitment agency with over 16 years of experience, specializing in the Freight Forwarding and Finance industries. By applying for this vacancy your CV will be uploaded to our system and will be considered for all current vacancies. If you have not been contacted within 2 weeks please consider your application unsuccessful.