Job Type: Full Time

Job Location: Gauteng On-Site

Division

Services

Job Family

Supply Chain Client Services

Reporting To

Services Executive

Job Purpose

The purpose of a Key Account Manager is to oversee and ensure smooth service operations, process optimization, and technical support for supply chain solutions, ensuring effective and efficiency service delivery.

Strategic imperatives that inform the role

This role ensures optimal system implementation, process efficiency, customer satisfaction, and technical support while aligning business objectives with industry best practices.

Internal Customers

Key Account Managers, internal operational and tech teams, management.

External Customers

Customers, vendors, suppliers

Job Performance Criteria

Balance Scorecard	Output	Key Actions
Operational	Accounts Management	Manage service contracts. Manage Client onboarding process. Developing and implementing service strategies to enhance customer experience and meet service objectives. Monitoring SLA metrics and analysing customer feedback to identify areas for improvement and implement corrective actions. Collaborate with management and customers to develop and execute standard operating procedures (SOPs).
	SLA compliance	Customer Satisfaction Score (CSAT ≥ 90%) Service Level Agreement (SLA) compliance (%) Resolution time for service issues (hours) Compliance with customer service regulatory requirements
	Service Delivery & Operational Efficiency	Implement continuous improvement initiatives to enhance service quality. Overseeing the implementation, optimization, and support of solution components. Stream focus on Technology and business processes. Collaborate with project teams to ensure smooth transitions from project to service System uptime for ERP/WMS/MES (%). First-time resolution rate for technical issues (%). Adherence to compliance & safety regulations (%).
	Cost Optimization	Drive cost savings from process optimizations. Reduction in service-related expenses (%). Efficiency gains in logistics & warehouse operations (%).
	Stakeholder Management	Achieve (%) customer satisfaction Ensure escalations are managed. Technical support effectiveness (%) Continuous feedback – run daily and weekly ops sessions, monthly service sessions and quarterly steerco sessions.
	Reporting and Analysis	Prepare and present regular reports on service performance, customer feedback, and other key metrics. Analyze data to identify trends and areas for improvement. Review operational metrics and propose strategies for account growth.

Competency Requirements

Knowledge

Excellent organizational and time management abilities.
Strong leadership and team management skills.
Proficiency in service management software and tools.
Strong analytical and problem-solving skills.
Effective communication and interpersonal skill

Technical Skills

Proficient in all Microsoft Office applications, CRM software and marketing tools/software
Understanding key logistics concepts like inventory management, warehousing, transportation, and supply chain management.
Excellent analytical, problem-solving, and decision-making skills

Behavioural Competency

Integrity
Sense of urgency
Accountable
Accurate
Proactive
Interpersonal sensitivity
Lead by example
Trustworthy
Teamwork
Motivated
Deadline drive

Qualifications and experience requirements

Bachelor’s degree in business administration, Management, or a related field.
Experience in a specific industry relevant to the company’s operations – Manufacturing and Warehousing
Knowledge of advanced service management practices and strategies.
2-3 years KAM experience
4PL logistics experience preferred but not required

Key Account Manager