Customer Service Manager

Personal Details

Full Names: Andrew Moodie Roberts

ID Number: 08-558303 C00

Nationality: Zimbabwean

Date of Birth: 16 January 1973

Physical address: 5 Findowrie Dve

Chisipite

Harare

Contact No: +263-*********

Email Address: *********@*****.***

Educational Qualifications

O Level passes 8 A’s, 1 B, 1 C

A Level Passes 1C & 2 D’s

University Qualification: B.Soc.Sc (Majors Economics & Business Administration) University Of Natal 1993

Chartered Member of Institute of Logistics & Transport (CMILT) Currently studying Masters of Business Administration (MBA) with University of Roehamption, London

Profile

I have had broad experience in various industries at a senior level and have gained expertise that would add significant value on any level. My social and public relations abilities reach all aspects of society, having interacted from the highest point, such as Government, through to grass roots. I am a professional, diligent, committed and passionate person who is self-motivated by challenges and achievement.

J&J Transport January 2017 – Present Commercial Manager

• Ensure balanced flow of cargo into and out of Zimbabwe therefore reducing standing times and empty leg percentages for Group and sub-cointractor 1000+ vehicles

• Understand and meet clients needs, offer innovative end to end solutions offered by Group companies

• Client service and communication and relationship

• Coordination of sales efforts to avoid mulitiple approcahes to same customer

• Business development and growth

• Project cargo identification and coordination

• Identification and solution coordination of service failures

• Ensure invoicing data quality

• Ownership of Days Sales Outstanding (DSO) for Zimbabwe and other’ ‘owned’ clients

• Monthly reporting to Group Sales Manager and CEO

• Ensure contant service improvemnts from all Group companies

• Full understanding of clients’ needs

• Full understanding of competing corridors costing and pricing Cashback Point Zimbabwe September 2016 – December 2016 Business Development Consultant

• Assist in the penetration of APP based marketing and loyalty program into Zimbabwe

• Identification of potential merchants, especially larger corporates suited for the platform

• Initiate initial meetings, present product and secure interest

• Ensure contractual and merchant detail secured, correct and signed off

• Roll out of project within company

• Training of merchant staff

Slasto Trading March 2016 – December 2016 Business Development & Sales Consultant

• Manage portfolio of existing customers with company’s range of outdoor bands from smaller shops to large corporates

• Identification of new customers and their needs

• Ensure orders are raised

• Coordination with head office re deliveries

• Customer service

Unifreight Ltd January 2015 – February 2016 Commercial Director

• Business Development

o Identify new products or services to add the current portfolio o SWOT and feasibility analysis to ensure the new product or service is profitable, sustainable and adds value to the customer and our business o Return on Investment calculations

o Forming part of the group which authorises capital expenditure required (if necessary)

• Contracts

o Identifying, initialising and monitoring longer term contracts o Ensuring customer needs are met in terms of service and documentation o Ensuring all contracts are checked for legalities and not prejudicial to the Group

• Analysis

o Ongoing analysis of current work for profitability and sustainability o Decision making on which customers/contracts/loads/services should be continued or discontinued against the background of current vehicle and infrastructure availability, profitability, as well as current trends economically or within the industry

• Liaison between Operations and Sales

o Receipt, modulation and communication of difficulties faced by either department

o Coordination of solutions to the problems to ensure maximum customer service and smoothness of running of each department o Equipment assessment to ensure that services are not ‘over-sold’ or ‘under- delivered’

• Liaison Bulwark & Swift

o Customers analysis to ensure whether service should be provided by Bulwark (contracted service provider) or Swift (non-contracted service) o Ensuring group assets are utilized effectively between the various companies which make up the group

o Coordinating sales, customer service and operational requirements for each customer between the various companies within the group to ensure maximum benefit and service to the customer

• Fleet Management

o Ensure optimisation of assets for maximum return o Review and follow through of systems to ensure they are being used efficiently with updated IT systems

o Analysis of return delivered per asset, per driver, per product code combined with route analysis and where necessary and possible ensuring development to ensure further maximisation in this regard.

• Major Project Coordination

Swift Transport 2013 – December 2014 Regional Manager

• Overall control of Eastern Region of Zimbabwe, inclusive of six Depots

• Responsible for all Operational Issues including: o Ensuring that all set targets for each depot in the region are met e.g. revenue, fuel, kilometres, arrival and departure times, etc. o Ensuring Depots’ compliance to established systems and procedures o Ensuring maximum utilisation of Freightware System in all Depot business functionalities

o Ensuring control of all costs – including overtime, casual labour, telephones, electricity, water, etc.

o Ensuring timeous production of all management reports

• Sales & Marketing

o Meeting customer expectations in region of responsibility o To ensure that the Depots follow up and investigate all queries promptly so as to resolve these

o Identification and securing new business in existing areas, new areas and new routes

• Financial

o To ensure that POD’s, GRV’s and Invoices are accounted for and recorded and filed correctly

o Ensuring Depot’s banking is correctly done

o Ensuring correct usage and accounting of Petty Cash

• Human Resources

o To ensure that Managers and Supervisors have Job Descriptions and are suitably trained to effect their tasks

o To ensure that the monthly Works Council Meetings and Safety Committee Meetings are held and minutes are produced

• General Management

o To visit and check the Depots quarterly, so as to enforce compliance with systems and procedures, including full Depot Audits o To ensure that the Depot, staff, vehicles and offices are in a clean and tidy state at all times.

o To ensure that Depot Managers and Supervisors produce and submit reports on time to enable management to produce their own reports. o Review of Company procedure and Systems and implementation of new or upgraded systems where necessary, especially due to the use of new technology across the whole company

o Operational testing and roll out of new products nationally o Member of strategic team responsible for planning and strategy for short, medium and long term

ACHIEVEMENTS

• Growth of business into new areas

• Roll out of new products

• Modernisation of systems to ensure ease for staff and increased levels of customer service

Hydroproject (Pvt) Ltd 2011 – 2012 Administration & Finance Manager

• Handled all non-technical areas of the business from tender stage to job completion

• Supervised pricing on tenders and ensured both profitability and competitiveness

• Responsible for all logistics from order, shipping and delivery to site

• Ensured financial accuracy and accountability

• Ensured government taxes and levies were submitted

• Ensured invoicing was submitted and liaison with Consultants and Clients to shorten payment delays

• Managed cash flow to ensure best outcome for Project timing

• Handled staff and wage issues

• Dealt with all banking matters: loans, bonds etc. ACHIEVEMENTS

• Brought a family business to a more corporate approach

• Created greater liaison between technical and office staff

• Ensured previous taxes etc. were brought up to date and regularised Mudie Medical 2008 – 2011 Managing Director

• Identified opportunities in the market and established the business along those lines

• Landed the ‘Johnson and Johnson’ medical agency for sole distribution throughout Zimbabwe

• Re-established old ‘Johnson and Johnson’ clients

• Identified and established new client base

• Work closely with hospital administrators, doctors and hospital staff in ensuring service delivery and maximum product benefit

• Educate theatre staff on product usage

• Attend theatre cases with surgeons to answer questions and highlight new and improved products

• Stock control – ordering, arranging clearance certificates and delivery of product

• Administration management – invoicing, debtors and creditors control, cash flow projections, financial reports

• HR Management

ACHIEVEMENTS

• Very rapidly secured old clients and new ones

• All criteria were met as required by our principal

• Set up processes to minimise times from order from supplier to delivery to customer

• Raised brand awareness and market share rapidly

Colbro Transport 2002 – 2008 Business and Bulawayo Depot Manager

• Ensuring monthly turnover and cents per kilometre targets were met

• Ensuring the minimisation of running costs per kilometre, whilst ensuring the vehicles were properly maintained

• Monitoring and authorisation of workshop and associated expenditure

• Ensuring administrative functions were promptly and accurately carried out to facilitate cash flow

• Recruited and developed a team of drivers and support staff thereby ensuring that optimum efficiency and productivity was maintained

• Communicating with key personnel at regional depots and monitoring of the company’s satellite system thereby maintaining effective control of vehicle movements

• Preparation and authorisation of driver bonus on a monthly basis

• Ensured drivers and vehicles were operating with required permits etc. so as to be

‘street legal’ in various countries

• Ensured that drivers and members of staff abided by company policies ACHIEVEMENTS

• Revised and improved systems within the company to increase efficiency

• Set up and ran new contracts complete with new depots to take advantage of market opportunity

• Achieved consistently profitable gross profit margins Henry Dunn Steel (now Astra Steel) 2000 – 2002 Regional Administration Manager

• Debtors & Creditors Control and Management

• Stock control

• Monthly Financial reports

• Input on Annual Budgets

• Roll out of AccPac system

ACHIEVEMENTS

• Established all relevant systems within the newly formed Hwange branch Smugglers Pub & Meat Export 1998 – 1999 Self Employed/ Consultant

• Assisted in the purchase of the property, obtaining the necessary licences and relevant legal papers

• Installation of equipment

• Project management of overall construction of Phase 1 of development

• Sourced a market for purchase of fresh meat and cheese for local lodges

• Transported and delivered all fresh products (meat & cheese) to relevant lodges Wolverine Enterprises 1997 – 1998 Partner within business

• Speculated for both cattle and goats throughout Zimbabwe

• Networked trade for commercial sales, abattoirs, and for export to Mauritius. ACHIEVEMENTS

• Established private communal sale network within certain areas Major Meats Butchery 1995 – 1997 Partner within business

• Established business – sourced premises’, equipment and staff.

• Established and perfected systems for stock control and cash book management

• Responsible for day to day running

• Responsible for purchasing stock from wholesalers, commercial and communal sales

• Costing, marketing and profit and loss control

ACHIEVEMENTS

• Built a successful business that is still established and successful today Sporting History and Achievements

• Test Rugby Referee 2007 – 2012

• World Rugby (formerly IRB) Officials Educator - Current

• Matabeleland Rugby Referees Society Chairman 2004 – 2011

• President of Zimbabwe Referee Society 2011 – 2012

• Vice President of Zimbabwe Referee Society - Current

• Matabeleland Rugby Football Board Member 2003 – 2011

• National Sailing Champion Enterprise Class 1989

Hobbies

• Rugby

• Running

• Fishing and Outdoor Activities

• Photography

References

• Rob Kuipers

Chief Executive Officer – Unifreight Ltd

Tel: (04) 621015

• Mark Hendry

Managing Director - Colbro Transport

Tel: (09) 880391

• W. Patterson

General Manager – Hydroproject (Pvt) Ltd

Cell: (0771) 289 306

• Dr G. Stevenage

Veterinary Surgeon

Tel: (09) 67431

Contact this candidate