Account Manager

PURPOSE OF JOB

To manage the logistical chain with the relevant clients and stakeholders, ensuring customer satisfaction in conjunction with the Account Executive and/or Team Leader.

KEY PERFORMANCE AREAS

• Conduct client visits in conjunction with the Account Executive and/or Team Leader.
• Manage the onboarding of new clients, including but not limited to:
• Completion of customer applications.
• Completion of customer credit applications.
• Completion of customer terms.
• Completion of customer freight terms.
• Completion of authority documents.
• Completion of invoice instructions (Forms 11 and 13).
• Setting up customer SLAs.
• Obtaining customer forecasts.
• Conducting weekly discussions with customers regarding the four-week rolling plan.
• Receive forecasts from clients and discuss them with the Account Executive. Capture forecasts in the relevant system and ensure demand is planned and executed according to the allocation and vessel plan provided by the Commercial Team, in conjunction with the Customer Service Team.
• Request and file rates with the Commercial Department before placing bookings.
• Manage account operations, ensuring that penalties and additional costs for the company and clients are avoided wherever possible.
• Attend client and operational planning meetings.
• Provide clients with shipping options, routes, stack dates, estimated times of departure (ETDs), and estimated times of arrival (ETAs).
• Ensure customers have the relevant rates included in quotations.
• Create and distribute Q67 documentation to:
• PPECB
• The agreed shipping line
• The customer
• The pack store
• The Intermodal Department, where applicable
• Ensure receipt of shipping line booking confirmations and verify that all information is correct according to customer instructions, including capturing the correct freight contract (company/client) in the relevant system.
• Forward accurate booking confirmations to customers as required or agreed.
• Capture operational data in the relevant system, including container numbers, product information, and temperature requirements.
• Liaise with the Intermodal Department regarding changes, amendments, and issues relating to container loads.
• Communicate with shipping lines and clients regarding equipment and depot-related issues.
• Obtain supporting documentation, including packing lists, addendums, and commercial invoices, from customers and ensure these are shared with the designated Documentation Controller.
• Manage deadlines with shipping lines and other relevant parties, communicating these internally and externally as required.
• Arrange late arrivals and manage any additional requirements relating to container bookings.
• Inform customers of additional or incidental charges and obtain written confirmation of acceptance, ensuring relevant comments are recorded in the system.
• Complete the daily sign-off of customer invoices.
• Manage customer account payments and queries in conjunction with the Account Executive.

QUALIFICATIONS, COMPETENCIES AND SKILLS

• Grade 12/Matric Certificate (essential).
• Diploma in Shipping, Clearing and Freight Forwarding, Distribution and Logistics, Business Management, or a related field (preferred).
• Proficient computer literacy, particularly in a technology-driven environment, with Google Workspace and Excel (preferred).
• A minimum of three years' experience in freight forwarding and logistics, preferably in export operations.
• Strong customer service mindset.
• Willingness to work additional hours from time to time due to the nature of the business.
• Availability after hours is essential.
• Strong persuasion, communication, and relationship-building skills.
• Knowledge of all road transport modes.
• Ability to work effectively under pressure.
• Excellent attention to detail.
• Must be bilingual, with the ability to understand, write, and speak Afrikaans and English fluently.
• Outstanding organisational and time-management skills.