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Manager Customer Service

Johannesburg, GP, South Africa
January 10, 2017

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Personal Information

Name: Farhaad Ebrahim

Date of Birth: 2 June 1980

ID Number: 800*** **** 089

Marital Status: Married

Address: ** **etdoring Avenue

Palm Ridge


Contact Numbers: 079 ***-****

Nationality: South African

Education History

Highest Grade Achieved: Grade 12 - Matric

Institution: Palm Ridge Secondary School

Subjects Passed: Maths Higher Grade

English Higher Grade

Afrikaans Higher Grade

Accounting Higher Grade

Economics Higher Grade

Business Economics Higher Grade


Professional Qualifications: Damelin

Diploma Warehouse Management

Diploma in Logistics

Professional Activities: First Aid training levels 1 & 2

Fire training

Occupational Health & Safety training

Presently Health & Safety Rep for Branch Ops

Employment Equity Representative

Computer Training: MS Office Suite

MS Dos / Outlook / Internet

MS Windows 2000

SAP Distribution Module

SAP Retail point of sale Module

Achievements: Certificates awarded for:

Best overall sales in Auto shops

Best membership sales

Best Mozambique 3rd party sales

Best travel services sales


Employment History

Company: Automobile Association of SA

Position: Dispatch Coordinator (January 1999 – December 2001)

Staff Complement: 7 Staff (1 assistant / 4 packers / 2 drivers

Report To: Warehouse Logistics Manager

Key Performance Areas/Responsibilities

- Checking & coordinating orders picked for customers

- Checking invoices against physical stock and overseeing packers and packaging thereof

- Movement of stock from checking bay to correct holding bays in warehouse

- Ensuring turn around times noted on orders are constantly met & improved

- Quality control and checking that stock packed by packers conforms to the packaging standards in place

- Daily performance reporting of stats to Manager for order output, done in preparation of monthly distribution reports required by Senior Management

- Investigating customer queries of stock short delivered or incorrectly packed with inventory controllers

- Proper planning & coordinating orders to be delivered nationally and internationally to reduce shipping costs

- Ensure drivers are following the correct delivery processes & routes planned as well as completing log sheets correctly with all information pertaining to each specific trip

- Daily vehicle checks done with drivers for any deficiencies and the consequent reporting of any deficiencies on check sheets

- Allocating goods returned to drivers by customers due to damages or over stocked situations, back to the Receiving controller (goods to be returned to supplier for credit), all done in conjunction with pick up slips from Buyer & controlled by warehouse computer system

- Vehicle & machinery maintenance and upkeep

Employment History

Core Competencies

Thorough knowledge of Distribution systems:-

I have had the opportunity of being part of planning the new Warehouse system currently in place. This included my input as to the type of functions and reporting required in the Distribution side of the Warehouse

Good motivator and problem solving abilities

Thorough understanding of warehousing and distribution functions

Manage monthly budgets and performance reports for Department as well as complementing to the budget allocation amounts with reduced actual costs

Good computer skills:-

Microsoft Windows, MS DOS and present in-house system SAP. Have been trained for one month on new system currently being used

Internal & external training received to enhance development, knowledge and skills facilitation for my staff as well as myself

An overall complete understanding of the distribution processes and procedures required by big customer service companies like that of the AA where customer service is the core of the business


Warehouse Manager:-

Received Managing Director’s award for Service Excellence to AA Customers

Employment History

Company: Automobile Association of SA

Position: Assistant Retail Manager (March 2003- December 2004)

Contact References: Mr Wynand Hammand – (011) ***-****

- H/R Principal Officer

Mr Andrew Macrae – 083 ***-****

- Product Manager

Key Performance Areas/Responsibilities

- Complete management of Auto Shop services and administration thereof

- Ensuring that staff performance is aligned with service expectations of customers

- Vehicle replacement policy and requirements

- Completing budgets and allocation of kilometres

- Completin variance reports – Actual vs Budget

- Handle, promote and process all AA services and products of the Auto Shop

- Manage and maintain all banking and accounting matters as well as scrutinize all expenses to maintain a budgeting system

- Manage annual performance appraisals of all Auto Shop staff

- Process daily and monthly reports in accordance with procedures

- Promote membership enrolments to customers and processing of renewals

- Take personal responsibility of monies received and electronic receipting procedures

- Month end returns and stock control

- On the job training for new staff

- Preparing and forwarding staff movements, overtime and student remuneration schedules timorously to Human Resources and Development Division

- Resolving member complaints and services that cannot be handled by a consultant/Any other duties required by the Product Manager (Retail) from time to time

Employment History

Company: Clarins

Position: Dispatch Manager (January 2005 to February 2009)

Staff Complement: 15 Staff

Report to: Logistics Manager

Contact Reference: Mr André McKop - 083 ***-****

Warehouse Manager

Key Performance Areas/Responsibilities

-Address enquiries made by Head Office

-Vehicle Requirements ( Capital Expenditure) and Vehicle Replacement Policy

-Budget and Allocation of Kilometers

-Variable Cost Budgeting, Actual vs Budget - Variance Report and Primary - Actual vs Budget Cost

-Annual vehicle Licenses, COF & Registration

-Produce & Maintain Service Schedule

-Consolidation of Costs and Cost Analysis

-Generation of Variance Report

-Monitoring of Tracking System / Vehicle Management System and Vehicle Inspections - Compliance with Road traffic Legislation

-Formulation of Preventative Maintenance Policies and Implementation

-Manage Abuse of Company Vehicles and Maintaining a detailed and Accurate Fleet list

-Ensuring Vehicles are Licenced at your local Licencing Authority

-Formulate Effective Cost Saving Strategies

-Analysis of Fuel Consumption and Analysis of Distances Travelled

-Management of the Procurement and Disposal process

-Managing Distribution System / Distribution Expense Report and Action all Exceptions - Fuel, Route, Capacity & Time

-Managing Vehicle Checklists, Fleet Evaluation,Time Sheet and Overtime, Daily Shift Stock Counts as well as Submission of Route Schedules

-Productivity - Availability, Utilisation and Downtime

-Driver Salesmen -Vehicle Cost Analysis

-Formulation of Standards / Benchmarks / Norms

-Liaise with Production, Packaging, Despatch and Customer

-Daily + Weekly (Forecast) Loading Schedules

-Administration of Stock - Opening, Receipt, Issues & Closing

-Control of Pallets and Cages

-Co-ordination of Third Party (Contractors) Distribution

-Routing and Scheduling and Ensure On Time Deliveries

-Load plans and vehicle availability and scheduling

-Briefing, debriefing and discipline – compliance

-Orders/Stock and vehicles utilization and availability

-Healthy and Safe work environment as well as Safe & Roadworthiness of Vehicles

-Compliance with Road Traffic Legislation

-Generation of Documentation – Requisition, Purchase Order, invoice and goods received notes

-Analyze vehicles movement

-Stock movement and control as well as Fleet Change Register

-Verification and Reporting on Expenses

-Closing of all Open / Pending / Exception / Awaiting Approval Jobs

Employment History

Company: Fresenius Kabi

Position: Distribution Manager (February 2009 to January 2011) date)

Staff Complement: 35 Staff

Report to: Logistics Manager

Contact Reference: Mr André McKop - 083 ***-****

Warehouse Manager

Key Performance Areas/Responsibilities

-Responsibility and accountability for the dispatch function

-Managing of the outsourced double checking process prior to loading

-Managing and controlling the dispatch account on an ongoing basis

-Monitoring of the picking slip control process

-Ensuring appropriate invoices are raised after the orders are picked

-Ensure stock is dispatched accurately

-Resolve queries regarding stock dispatched

-Assisting in the checking of pickings prior to hand over to dispatch

-Ensure housekeeping meets statutory standards and requirements

-Accurate completion of all relevant documentation timeously

-Compilation and submission of daily, weekly and monthly stats and performance measures for the dispatch function to management

-Caring out of the daily route planning

-Allocation of loads to the various transporters and couriers daily

-Ensure truck capacity utilization with all loads dispatched

-Do daily compliance checks on transporters vehicles before departure

-Oversee the loading process of all transporter vehicles

-Proficient in scanning environment

-Provide information to service expeditor on any discrepancies or suspected misconduct

-Any duties which may reasonably arise pertaining to the smooth running of the warehouse and distribution functions

Employment History

Company: B Braun

Position: Distribution Manager (February 2011 to September 2012)

Staff Complement: 20 Staff

Report to: Warehouse Manager

Contact Reference: Mr André McKop - 083 ***-****

Warehouse Manager

Key Performance Areas/Responsibilities


-Responsibility and accountability for the management of the full dispatch function, including planning, organizing staffing, controlling and directing

-Compilation and submission of daily, weekly and monthly stats and performance feedback indicators of the dispatch functions to management.

-Perform regular performance appraisals

-Managing and controlling the distributions account on an ongoing basis.

-Reviewing the logistics of the dispatched orders, and implement proper coordination controls to reduce the running costs.

-Systems worked on Accpac and SAP

Picking and Packing

-Manage he service expeditors and the processing of picking slips / invoices

-Manage the daily planned work load for pickers and the picking slip process.

-Ensure there is no deviation from the SOP and the job description STD’s for the picking of orders. Attention to detail and accuracy being the main focus

-Manage the process controlling the handover from picker to checker to packer, ensuring all information transfer pertaining is consistent and correct.

-Ensuring the appropriate invoice are raised after the orders are picked, checked and packed.

Outgoing stock Deliveries

-Manage the handover process of completed stock orders from B Braun to outsourced courier companies

-Ensure stock is being dispatched accurately and all trip sheets completed.

-Manage the daily rout planning of courier services and the allocation of loads to the third party transporters

-Ensuring maximum truck capacity utilizing with all loads, including the scheduling in of credit collections with the local deliveries, covered by the internal couriers.

Internal Control and Security

-Managing customer queries arising from picking, checking and packing or delivery errors. Documenting the errors into the deviation register and taking corrective action to prevent reoccurrence.

-Report all customer quires and variances immediately to Warehouse Manager

-Ensure that all stock movements are authorized at all times and accompanied by the relevant documentation

-Ensure that all collections by customers are done at the dispatch door and that any non-warehouse staff are accompanied into the Warehouse.

MCC Regulations

-To ensure that the dispatch area remains compliant with all MCC regulations and all work in progress therein is conducted in accordance to the relevant SOP’s

Current Employment History

Company: Ambasaam

Position: Senior Account Distribution Manager

Staff Complement: 23 Staff

Report to: Philip Morkel ( CEO of the Company)

Contact Reference: Mr Philip Morkel

Key Performance Areas/Responsibilities

-Overseeing the entire Pharmaceutical process from when goods are received, until the Final Pharmaceutical product is delivered to the customer.

-Responsible for the entire Implementation of Compliance Management systems in the warehouses in Port Elizabeth, Durban and Cape Town.

-Manage all aspects of the warehouse operation, with safety of employees and efficiency of the operation being the priority. Tasks and duties include:

-Prepare various reports for customer materials shipped and received at the warehouse, ensuring that all damages or problems are recorded Develop, implement and enforce material-handling policies/procedures, and regulatory-compliance procedures

-Determine compliance with laws, regulations, and/or standards and complete appropriate documentation as required

-Maintain accurate and up-to-date inventory records and ensure that inventory reports are prepared and distributed to the customer or relevant Senior Managers/Directors as required. Notify Senior Managers/Directors of any capacity or inventory problems

Ensuring accuracy of stock picking.

-Overseeing the management of the dispatch and rotational count teams

Responsible for ensuring stock movement between branches is efficient and timely & ensure stock is maintained and rotated properly and regularly

-Prepare warehouse activity reports, including KPIs, daily/weekly operations reports, health and safety, human resources

-Responsible for implementation of Health and Safety guidelines

-Ensure all material-handling equipment, structures or materials are maintained, including regular safety inspections

-Review the warehouse operation throughout the work process and at completion, including the daily “circle check” (TC to create) to ensure that all products are stored safely

-Maintain proper security and good housekeeping of both premises and stock

-Responsible for human resources (liaising with HR Manager where necessary), including:

oThe training of employees

oStaffing actions

oStaff succession plans

oStaff performance evaluation

oEmployee personal-development plans

oConducting a coaching session with each employee as required (to discuss)

oManaging conflict and discipline when necessary, motivating and inspiring team to optimize performance both individually and collectively, to build moral and reduce turnover.

oKeeping all employees informed through meetings and written communication

-Oversee security and general upkeep of warehouse, including regular maintenance of equipment

-Offer alternative solutions to system and procedural issues that may disaffect productivity and/or customer service or compromise health and safety

-Be accountable to the customer for both quality and quantity of output and resolve any problems, ensuring that potential customer complaints are escalated

-Continuously monitor effectiveness of the warehouse-operations strategies aimed at reducing operating costs, including wages, and improvement of quality-control procedures

-Act as the ‘voice’ of the warehouse operations at management meetings

-Develop constructive and cooperative working relationships with those on your team, as well as cross-functionally

-Regular monitoring of warehouse efficiency – collating of data to ensure that objective performance and efficiency milestones are monitored

-Establishment of controls to ensure that stock is safeguarded in warehouse and in transit between branches.Controlling of warehouse and stock logistics costs to ensure expenditure kept to a minimum

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