Customer Success Specialist

Reload Logistics; Johannesburg; On-site; ZAR 300,000 - 600,000; Full time

Job summary

Reload Logistics is seeking a Senior Customer Success Specialist who will act as a critical link between commercial strategy and client satisfaction, primarily focusing on key accounts in the African logistics sector. The ideal candidate should possess in-depth knowledge of logistics, commodities, and strong problem-solving skills for effective client management.

Qualifications

• Experience in African logistics and customs.
• Knowledge of metals, minerals, and transport documentation.
• Fluency in English, French or Portuguese is a plus.

Responsibilities

• Manage key customer accounts ensuring satisfaction and growth.
• Monitor performance KPIs and provide client reporting.
• Handle operational escalations and client queries.

Skills

Problem Solving

Negotiation

Cross-Cultural Communication

Tools

LMS

ERP

Shipment Tracking Systems

Job description

Title: Customer Success Specialist

Department: Commercial

Location: Sandton, JHB South Africa

Role Overview:

As a Senior Customer Success Specialist at Reload Logistics, you will be the key link between commercial strategy and client satisfaction. Your role involves proactively managing key accounts, supporting client growth through up-selling and cross-selling, and ensuring high service delivery standards. You’ll work closely with internal teams to resolve escalations, manage allocations, monitor performance, and identify areas for improvement. The role requires strong industry knowledge, especially in African logistics and commodities like metals and minerals.

Key Responsibilities:

• Manage key customer accounts, ensuring satisfaction, retention, and growth.
• Monitor performance KPIs and provide regular client reporting.
• Support contract renewals, pricing requests, and overdue payment collection.
• Handle client queries, operational escalations, and demurrage claims.
• Coordinate monthly allocation planning and issue identification.
• Provide basic pricing and operational support.
• Use dashboards to track internal and external performance metrics.

Mandatory Requirements:

• African Logistics Experience: Hands-on experience with cross-border logistics, customs, and infrastructure challenges across African trade corridors.
• Commodities Knowledge: Strong understanding of metals, minerals, and mining consumables, including related documentation and handling risks.
• Cross-Cultural Communication: Ability to engage diverse stakeholders; fluency in English is required; French, Swahili, or Portuguese is a plus.
• Risk & Compliance Awareness: Familiarity with African regulatory environments, safety, and anti-corruption protocols.
• Problem Solving & Negotiation: Ability to manage escalations and creatively resolve client issues.
• Software Proficiency: Experience with LMS, ERP, and shipment tracking systems.

If you meet the criteria above and are looking for your next challenge, hit apply and we will be in touch!

*Due to a high volume of applicants, only those shortlisted will be contacted.