Customer Success Specialist

Reload Logistics; City of Johannesburg Metropolitan Municipality; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading logistics company in South Africa is looking for a Customer Success Specialist who will focus on account management and improving customer satisfaction. This role requires experience in African logistics, particularly in managing commodities like metals and minerals. Ideal candidates should have strong negotiation skills and be proficient with logistics management software. This position is key for delivering positive customer experiences and driving growth within accounts.

Qualifications

• Proven operations experience in Africa with knowledge of cross-border regulations.
• Strong understanding of logistics risk management and compliance.
• Experience in the commodities sector, especially metals and minerals.

Responsibilities

• Manage key accounts to ensure customer satisfaction and growth.
• Track performance indicators and identify areas for improvement.
• Resolve customer queries and operational issues as they arise.

Skills

Cross-Cultural Communication

Negotiation

Problem-Solving

Risk Management

Tools

LMS

ERP

Job description

Role Overview

Reload Logistics, a fast-growing leader in Southern African freight forwarding, is seeking a Customer Success Specialist to drive a positive customer experience. You will support key clients post-operations, manage accounts, and identify growth opportunities through cross-selling, up-selling, and contract renewals. You will also work closely with internal teams to resolve issues, enhance client satisfaction, and drive profitability.

Key Responsibilities

• Account Management: Manage key accounts, ensuring satisfaction and growth.
• Performance & KPI Monitoring: Track account performance and identify improvement areas.
• Financial Support: Assist with overdue payments and related customer queries.
• Query & Issue Resolution: Resolve customer queries and elevate operational issues.
• Demurrage & Pricing Support: Manage claims and provide basic pricing assistance.
• Operational Support & Allocation: Ensure smooth service delivery and manage monthly allocation.
• Issue Identification: Identify recurring service issues for intervention or product improvement.
• Optional: Use dashboards to monitor and communicate performance internally and externally.

Mandatory Requirements

• African Logistics Experience: Proven operations experience in Africa, understanding cross-border regulations and infrastructure.
• Commodities Expertise (Metals & Minerals): Knowledge of industry standards, documentation, and transport risks.
• Cross-Cultural Communication: Effective communication across diverse cultures; English fluency required; other African languages advantageous.
• Risk Management & Compliance: Understanding of logistics risk management, anti-corruption, environmental, and safety regulations.
• Negotiation & Problem-Solving: Strong negotiation skills and ability to solve complex logistics challenges.
• Software Proficiency: Experience with LMS, ERP, and track-and-trace technologies.

Why These Are Critical

Local logistics knowledge, commodity expertise, cultural communication, and proactive risk management are essential to navigate Africa’s complex and unique freight landscape.