Customer Service Administration Manager: Transport & Projects

Access World is a global commodity warehousing and logistics business. We specialize in handling, storage, and processing of commodities including non-ferrous and ferrous metals, ferroalloys, project cargo, oil & gas, and other agricultural products. We are an approved warehouse keeper of the London Metal Exchange, and we provide LME warehousing and related services to traders, producers, financiers, and consumers of base metals. Access World also provides physical warehouse and related logistics services for commodities such as cocoa beans, rubber, cotton, and other agricultural products. Access World also acts as collateral manager of ferroalloys, minor metals as well as oil and gas. Regions operate in semi-autonomous offices with their corporate functions including commercial, finance HR, legal, and operations.

Department: Transport & Projects
Reports to: Regional Head of Transport

• Lead client service operations to deliver efficient, accurate and responsive service across logistics and freight activities aligned to Access World standards.
• Drive coordination of client interactions, order management and communication to achieve high levels of client satisfaction and service performance.
• Position the client service function as a key contributor to operational efficiency and client retention through effective service delivery.

• Client Service Operations Management
  • Oversee and manage all client service activities across logistics and freight operations, ensuring efficient, accurate and timely service delivery.
  • Coordinate and guide Client Service Representatives to align daily activities with operational and business requirements.
  • Ensure inventory accuracy through regular cycle counts and reconciliation processes.
• Client Relationship Management
  • Build, maintain and strengthen client relationships to drive long-term partnerships and high levels of customer satisfaction.
  • Manage client queries, requests and escalations professionally and efficiently, ensuring issues are resolved within agreed timelines.
• Order & Shipment Coordination
  • Oversee order processing, bookings and shipment tracking to ensure on-time and accurate delivery.
  • Work closely with operational teams, including warehousing and transport, to ensure seamless service delivery.
  • Manage customs-related processes and ensure compliance for all shipments.
• Service Performance Management
  • Monitor and analyse client service performance metrics to identify trends, risks and areas for improvement.
  • Drive adherence to service level agreements (SLAs) and ensure client expectations are consistently met or exceeded.
• Process Improvement
  • Continuously review and improve client service processes to enhance efficiency, accuracy and overall service delivery.
  • Identify and implement opportunities to streamline workflows and optimise operational performance.
• Communication & Reporting
  • Provide regular operational updates and service-related communication to clients, ensuring transparency and trust.
  • Prepare and present reports on service performance, client feedback and operational outcomes to support decision-making.
  • Ensure accurate invoicing and reporting aligned to financial requirements, including P&L support and cash flow management.
  • Manage vendor and client reconciliation processes.
• People Management
  • Lead, coach and develop Client Service Representatives to deliver consistent, high-quality service.
  • Build team capability through ongoing training, mentorship and performance management.
  • Foster a professional, customer-centric culture aligned to organisational values.
  • Diploma in Logistics, Supply Chain Management, Business Administration or a related field (NQF Level 6).
  • Valid driver's license.

• Preferred Qualification: Bachelor's Degree in Logistics, Supply Chain Management or Business Administration (NQF Level 7).
• Experience Required:
  • Minimum 5 years' experience in a client service role within logistics, freight forwarding or supply chain environments, with a strong focus on service delivery.
  • At least 3 years' experience in supervising or leading client service teams, including performance management and service quality oversight.
• Advantageous Experience:
  • Exposure to freight operations, including shipment coordination and tracking.
  • Experience managing client accounts and service level agreements (SLAs), with a focus on client retention and satisfaction.