South Africa

Senior Controller: Customer Service and Operations – Air Freight (Global Solutions) - SCS Jhb

Company Barloworld
Reference # #03/06/2021
Published 07/06/2021
Contract Type Permanent
Salary Market Related
Location Johannesburg, Gauteng, South Africa
Core purpose of the role
The core purpose of the role is to ensure that there is consistency between the sales promise and execution delivery by Barloworld in order for Global Solutions to be profitable.
Job Functions Operations,Supply Chain
Industries Logistics,Supply Chain
Key deliverables and outputs

•Delivery of exceptional service to clients
•Work with Client Retention team to resolve client queries timeously
•Generate extension and new business opportunities from existing clients through customer interaction
•Work with Customer Service Supervisor, Client Retentions and Operations Manager to manage and review client rates to ensure client
•Manage Gross Profit at file level and ensure that client profitability is in line with parameters set out by management
•Attend to the file closure process to be in line with agreed business measurements
•Attend Client KPI meetings with Client retentions and Management when required
•Ensure client implementation processes are followed ensuring signed SLA or SOPs are in place for all clients at all times
•Responsible to co-ordinate the movement of cargo in line with the agreed SOP’s and in line with mandatory requirements.
•Maintain solid relationships with airlines and ground handlers for quick query resolutions and client solutions
•Support Customs department to ensure all documentation required by statutory bodies like Port Health, State Vet, SAPS, NRCS etc. are
provided in time to avoid delays in clearances
•Liase with the Transport Desk for correct transporter provider selections
•Update milestones timeously to ensure status reports pull through accurate information
•Follow operational procedures in line with Audit standards outlined ensuring compliancy is met.
•Ensure company KPI performance objectives are achieved to ensure profitability and sustainability.
•Effective, professional, continuous, pro-active communication to the Customer Service Team with sound solutions to exceed client’s
•To manage and facilitate channel smartcoms effectively within the team and provide full support and team-spirit.
•Attendance to all queries relating to the clearance and delivery of shipments timeously to ensure there is no risk to the business.
•Communicate any concerns or risk to supervisor and management.

1.Customer centricity
•Establish and maintain effective formal and informal links with customer stakeholders to cement sustainable relationships and ensure
contractual KPIs are met.
•Engage with, develop and retain relationships with current associated stakeholders in government departments and agencies, local
authorities, other key decision-makers to ensure that the Business is providing the appropriate range and quality of services.
•Be the link between the technical delivery team and the client expectation - ensure that there is consistency between the sales promise and
execution delivery
•Maintain and grow client relationships and pro-actively seek ways to foster client satisfaction
•Have the ability to use multiple sources of information for problem solving

2.SHEQ, Risk, Ethics and Compliance
•Comply with ethics, risk, governance in line with legislation, company policies & procedures, relevant regulations and Barloworld standards.
•Ensure adherence to operational protocols and controls to manage consumables.
•Facilitate all safety, health and environmental policies and procedures to create a safe workplace for all and meet legislative requirements.

3.Internal customers
•Senior Controller: Operations
•Customs Team
•Client Retentions team
•Sales Team
•Finance Team

4.External stakeholders
•Shipping lines and Airlines
•Ports Authorities
•Overseas Agents
•Airline Ground Handlers
•Other Government and regulatory bodies
Academic qualifications

•Admin Related tertiary qualification


•Relevant FIATA tertiary qualifications will be an advantage

Work experience

•Some exposure to management of Finances, HR, Risk and Safety
•Minimum of 5 years experience in Freight Forwarding environment
Job Closing Date 14/06/2021
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