Johannesburg: Client Success Partner

Job Purpose To act as the dedicated on-site representative of our client, ensuring all courier-related processes for the customer are managed with accuracy, professionalism, and efficiency. The role combines operational execution, customer service, relationship management, POD compliance, and SLA monitoring. Key Duties & Responsibilities Operational Support Capture all customer waybills accurately (including dimensions, weights, and service requests). Monitor and track deliveries, ensuring discrepancies are resolved promptly. Manage cut-off times and communicate them effectively to the customer. Ensure documentation accuracy and compliance with courier and regulatory requirements. Send daily delivery tracking report to the customer . POD (Proof of Delivery) Compliance Verify that all POD images are uploaded to the system within SLA. Conduct weekly proactive POD handovers to the customer, ensuring timely receipt and completeness. Customer Relationship & Communication Serve as the main point of contact for all courier-related queries and requests. Conduct weekly operational check-ins and monthly SLA review meetings with the customer. Escalate risks and communicate proactively on delivery delays, exceptions, and urgent matters. Provide feedback to internal teams to ensure continuous improvement. SLA Monitoring & Data Analysis Track SLA adherence (on-time and in-full delivery) and escalate when thresholds are at risk. Analyse delivery, routing, and POD data to identify performance gaps and recommend solutions. Provide customer with insights into delivery trends, routing efficiency, and cost-saving opportunities. Business Development Support Identify potential service growth opportunities at the customer site. Share leads and opportunities with the client’s Sales team. Act as a brand ambassador to promote trust, efficiency, and growth in the relationship. Key Performance Areas (KPA) Service Delivery Accuracy Customer Relationship & Communication POD & SLA Compliance Reporting & Data Analysis Business Opportunity Identification Minimum Requirements Matric (Grade 12); tertiary qualification in logistics or customer service advantageous. At least 2 years experience in courier/logistics/customer service. Strong computer literacy (MS Office, especially Excel; courier tracking systems). Knowledge of courier routing, POD compliance, and SLA standards. Valid drivers license (advantageous). Skills & Competencies Excellent communication and interpersonal skills. Strong analytical and problem-solving ability. Independent, reliable, and self-managed. Customer-focused with a proactive “yes” attitude. Attention to detail and ability to multitask under pressure. Personal Attributes Professional, trustworthy, and customer oriented. Calm under pressure and adaptable to change. Solution-driven and resilient. Working Conditions On-site at the customers facility; desk-based with regular interaction with customer staff. May require extended hours, occasional weekend work, or light package handling. Adherence to customers health & safety protocols. Maintain confidentiality of all customer and company data.