Introduction
The Courier Guy is South Africa's leading courier service provider. We've been around for over two decades and handle millions of packages every year, assisting thousands of businesses and customers each day by shipping their goods all over the country and internationally.
Duties & Responsibilities

To lead the planning, development and delivery of effective, efficient and sustainable services across the region and releasing our strategic aims.

• Implements the strategy and business plan as it relates to operational services across the region.
• Increases quality, reduces costs, improves overall productivity and value for money for all customers.
• Effectively manages and coaches the managers that report to this role.
• Adhere to TCG procedures, timelines, targets and objectives.

Customers and Kiosks

• Responsible for new business development and achieving monthly new sales targets as prescribed and amended from time to time.
• Communicates new products and service opportunities both to customers and kiosk staff.
• Analyses customer needs and advises customers accordingly.
• Manages customer relationships through all phases of the sales cycle and manages account services through quality checks and follow-up.
• Assists kiosks with customer complaints by providing the link between the kiosks and customers.
• Prepares and delivers presentations, proposals and sales contracts.
• Provides training to staff and customers regarding all new company products and online portals available.
• Maintains good relationships with customers and visits the top ten trading Customers of every kiosk on a bi-monthly basis.
• Follows up with kiosks that are not performing in either sales, admin or operations.
• Identifies and implements measures to improve performance.
• Ensures compliance with Zendesk service level agreement.
• Ensures Zendesk tickets are resolved timeously.
• Clears Red Truck Reports daily.
• Ensures Manage Agent Reports on Live Sheets are updated.
• Ensures that loan credit applications are correctly completed and submitted.

Operational expert

• To be and act as the expert in matters relating to quality and standards as they relate to Operational services.
• To be the custodian of best practices for operating a successful kiosk, supporting the organisation to drive consistency and continuous improvement.
• Provides inspirational leadership and direction to all Kiosks/Branch managers and staff relating to sales, customer services, Operational Standards and Growth.
• Plays an active role in the future development of kiosk growth and development, informed by market trends, customer insight and the strategic direction of TCG.
• Ensures that TCG keeps up to date with developments in legislation, practices and technology at the forefront of Courier Services.
• Kiosks to be visited once in a 4-week cycle and kiosk audit reports to be submitted ensuring area managers conduct their kiosk visits regularly and audits are submitted as required.

Ensure that people, financial and customer service is delivered in line with budgets and key performance indicators

• Drives and reviews performance against the business plan and budgets through effective leadership, team management and planning.
• Conducts business reviews and monthly KPI reporting.
• Delivers regular, reliable and robust information to track performance, ensuring corrective action is taken where necessary in order to deliver the required levels of performance for staff.
• Develops staff to enable them to deliver to the best of their ability.
• Identifies and nurtures talent and plays an active role in succession planning and people development initiatives.
• Ensures that all service delivery is within and compliant with relevant regulatory frameworks and contract requirements.

Develop and maintain effective external relationships

• Takes a key role alongside the Business Development Team in developing external relationships and seeking out opportunities for strategic partnerships across the region.
• Develops and maintains knowledge and understanding of market developments across the region, including any key policy changes, ensuring the information is shared to inform and innovate future service delivery.
• Ensures that all are trained and schooled in TCG's lead incentive program and that any particular kiosk utilises this avenue of growth in their region.

Desired Experience & Qualification

• National Senior Certificate, Grade 12, or similar qualification.
  
• Must be computer literate.
  
• Relevant management experience.
  
• Experience in customer service is recommended.
  
• Experience in the courier industry will be an added advantage.
  
• Must have excellent verbal and written communication skills.​
  
• Extensive traveling duties and sleep out from time to time will be required.
  
• ​Must have a valid driver's licence and own reliable transport.