Client Liaison Officer

The Client Liaison Officer is responsible for coordinating customer service activities with Value Express, ensuring seamless execution of collections, deliveries, quotations, and query resolution. It involves receiving and accurately recording telephonic collection requests, promptly addressing and resolving customer queries within a 45-minute timeframe, and closing off completed collections on the Freightware system.

Customer Relations

• Receive, action and resolve queries within 45 minutes and close off the collection.
• Ensure details on a collection request are accurate.
• Generate sales leads on calls received.
• Hand all unaccepted quotes to Sales to be followed through.
• Manage and resolve all subcontractor and agent queries.
• Receive and execute collection requests telephonically.
• Ensure constant awareness of any operational difficulties and advise customers accordingly.

Reporting

• Identify statistics required to assist in managing the branch.
• Develop methods of being able to extract statistics information.
• Constantly maintain available statistics.
• Analyse all monthly reports.
• Advise the Sales department of none/reduced usage by regular customers.

Communication

• Encourage positive communication between departments.
• Liaise with customers and Value Express to execute services of collection, delivery, query or quote.
• Liaise with operations to ensure customers’ requests are carried out.
• Liaise with Managers with regards to accounts on credit hold.

Administration

• Ensure all daily report inputs have been actioned.
• Ensure all billing paperwork is reconciled and handed to operations.
• Receive quote requests on email and telephonically; action and close off within 45 minutes.
• Receive all claim related queries, compile claim pack with information received from operations and hand over the claim pack to Administration Manager.

General

• Maintain and encourage professional conduct.
• Assist in relevant operations/operational functions as required.

MINIMUM REQUIREMENTS

• Grade 12 (Matric).
• 2+ years’ experience in the courier industry
• Proficient in Microsoft Office Suite (intermediate level).
• Experience in customer liaison and with courier systems (Freightware) would be beneficial

SKILLS REQUIRED

• Application of Sales and Marketing techniques
• Customer Relationship building skills
• Excellent verbal and written communication skills
• Excellent interpersonal skills
• Organisational and planning skills

Work Location: In person