AddressWith millions of parcels delivered each year, we pride ourselves on our reliable and cost-effective service.
Established in 2000 in Melbourne, Australia, DAI Post is an Australian-owned company that has been focused on getting parcels safely to you for over 20 years. We specialise in ecommerce, international inbound parcel delivery in Australia, New Zealand and Singapore.
As a forward-thinking global logistics company with a strong emphasis on innovation, technology, and operational excellence, DAI Post is on the hunt for an experienced Customer Relationship Manager.
The role of an Customer Relationship Manager is crucial in driving business growth by managing key client relationships, developing strategies and fostering internal communication. A Customer Relationship Manager is vital in maintaining strong client relationships.
A key component of this role is to determine and understand customers’ business needs and identify fresh solutions and strategies to ensure customer retention The Customer Relationship Manager should function as a primary contact point for customers and oversee routine issues as well as handling more complicated ones on behalf of their clients.
The key areas of accountability are:
Customer Satisfaction
- Responsible for building and maintaining strong long-term relationships with customers.
- Identify potential business opportunities and enhance current business profitability.
- Address and resolve key customers’ issues effectively.
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives
- Support sales negotiations with our critical clients and negotiate with key clients and meet deadlines for long-term goal fulfillment.
- Measure customer engagement and prepare reports on account status
- Assist with challenging client requests or issue escalations as needed
Customer Retention
- Work with the Chief Customer Officer and the leadership team to develop and implement customer retention strategies
- Identifying opportunities and implement strategies and initiatives to reduce customer churn rate
- Collaborate with key stakeholders to ensure we are delivering an elevated client experience throughout the customer life cycle
- Maintain transparent communication with all internal departments.
Business Development
- Develop new business from existing clients and actively seek new sales opportunities.
- Consult with cross-functional internal teams, including Customer Service and Sales departments to improve the entire customer experience
- Compile reports for the top management.
- Conduct market research and tailor solutions to customer needs.
The requirements for this role are:
- At least 5 years of relevant work experience in high-growth e-commerce / fulfillment industry.
- Highly analytical with strong knowledge of sales KPIs and expertise in deriving growth strategies from data insights.
- Able to seamlessly move between forward thinking and tactical implementation.
- Have excellent communication and collaboration skills but also love to get your hands dirty and do heavy lifting by yourself.
