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Manager Customer Service

Johannesburg, Gauteng, South Africa
October 10, 2019

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Cell: 082-***-**** / 083-***-****



Availability/Notice Period




First Names




Identity No




Passport Status


Residing in

West Rand

Areas to consider

Willing to Relocate

Languages Spoken

English, Croatian




As a natural relationship builder, I am equipped with the vision and purpose to drive organizational change and am able to adapt positively to any challenges that arise both personally and professionally.

I am a self-starter who is goal-driven, dynamic and passionate in my dealings with people and business.

I am an excellent communicator and networker with well-developed interpersonal skills. I am a team player and have the ability to form trusted relationships with subordinates, clients as well as superiors.

I have a proven track record of responsibility, integrity and commitment to company objectives.



Analytic Thinking

Strategic Planning

Report Writing

Financial Administration

Front Office Control

Stock Control

Distribution Management

Contract Management

Route Planning

Service Delivery

Logistics Control

Logistics Coordination

Event Management

Promotion Control



Secretarial Functions

Customer Support Management

Stakeholder Engagement


Conflict Resolution

Query Resolution

Change Management

Performance Management

Implementation Management


Crisis Management

Business Strategy

Staff Development

Communication Skills

Computer Literate

Customer Service

Staff Management

Time Management


Interpersonal Skills

Advanced Supervisory skills

Stress management

Leadership skills


Senior Certificate N4 – phase CEEQ Certificate

Introduction to Computers Microsoft XP Professional

School of Hotel and Tourist - Trade Zagreb - Croatia


MS Office







Chrystal reports






Plato-tracking system




Name of Employer

SGS South Africa (Pty) Ltd – Minerals, Geochem

Designation / Title


Period of Employment

May 2019 – Current

Reason for Leaving

Contract position

Assisting the Admin Supervisor by effectively overseeing the Administrative functions of the division

Responsibilities and Duties

Printing and e-mailing of test reports

Ensuring that all information is on relevant templet and sent to customers in set time frame

Maintaining a current status of outstanding work as well as following up with the lab regarding expected reports

Co–ordinate enquiries/ queries are resolved and communicated timorously to the customer.

Assisting with coordinating the signatures on the test reports

Entry data of results into SLIM where necessary

Complies and conforms to the laboratory quality management system (ISO17025 and SANAS)

Communication confidentiality

General administrative tasks (filing,copying,creating customized reporting templets)

Invoicing completed work as per agreed rates

Reconciliations spread sheets

Period of Employment

July 2017 – January 2019

Reason for Leaving

Sabbatical leave

Name of Employer


Designation / Title

Customer Support Manager

Period of Employment

September 2016 - June 2017

Reason for Leaving

Contract position

The Customer Support Manager is responsible for customer service in the region, including daily delivery route and monitoring

Customer service levels

Archiving and maintaining customer contractual services levels

No restaurant below the minimum service level over a 12 month period

Order Fulfilment

Preparing and executing plan to service the market for out of stock or low stock items

Ensuring that all order related queries are resolved

Promotional and test product

Ensuring that all new, promotional and test product launch plans are monitored and communicates plan deviations to the DC and SCM

Customer complaints and problem resolution

Ensuring that all customer complaints are resolved and communicated timorously to the customer.

Monitoring trend in complaints and implement plans to address and suggest improvements to reduce complaints

Raw product complaints (RPC)

Ensuring that strict compliance with RPC process


Coordinating recall communication to the market

Customer relationships

Meeting with customers to better understand their Issues

Documenting and communicate restaurant issues to relevant personnel

Providing feedback to customer on new initiatives and developments

Building and maintaining sound relationships with the market

Customer contact information

Ensuring that market contact information is always up- to- date

New Stores

Keeping all departments up-to-date on pending new store openings

Training new store personnel on Company processes

Daily route planning

Ensuring the daily delivery plan is optimally prepared for each DC and that revisions to the master schedule are communicated to the customer at least 12 hours before delivery

Ensuring non - schedule deliveries are properly planned and communicated to the customer.

Daily vehicle monitoring

Ensuring that daily deliveries are monitored and that deviation from plan or incidents that will impact the customer are timorously communicated to the customer.

People Management

Managing 9 staff members

Compliant with all HR procedure

Resolving staff issues and queries promptly

Arranging continuous training and development of staff

Preparing, sign off all submit the Customer Support Department payroll in line with company's payroll procedure

Master delivery schedule

Planning, approving and executing delivery schedule with relevant departments

Name of Employer

Ultimum Group

Designation / Title

Logistics Co- Coordinator

Period of Employment

February 2016 - August 2016

Reason for Leaving

Career Advancement

Daily receiving and processing of transport orders

Expediting of vehicles on the daily basis during trips

Daily planning, routing and scheduling of vehicles in a timeous manner

Ensuring that all loads are adequately insured

Assisting claims department in finalizing claims

Ensuring the trucking and capturing of information regarding Product loads

Ensuring all booking times are adhered to loading and offloading – and communicate delays

First point of contact for Drivers

Daily measurement of key performance indicators ( KP I's) in accordance with each client’s service level agreement ( SLA)

Managing loading and offloading times, weighbridge staff, and general day to day controller operations

Ensuring document requirements are adhered to regularly ( Credit applications) /POD/Invoices, Fleet list) and kept up to date

Courteous and effective handling of enquiries and queries from Clients

Administration, filing and documentation

Assist Management to archive strategic objectives

Ad hock support to line Manager

Maintain Client list

Maintain transport files

Maintain client & transporter checklist & database

Checking GIT’s monthly from all transporters

Communicate with Clients regarding available loads

Take on tenders for department and manage application process

Maintaining transport system

Name of Employer

Chemagram Industry

Designation / Title

Secretary/ Creditors/ Debtors

Period of Employment

2014 - 2016

Reason for Leaving


Generating tax Invoices, re-cons, statements

Monitoring accounts, queries, providing necessary paperwork (e.g. sign Tax Invoice)

Scheduling meetings in regards off outstanding payments

Collecting off outstanding payments

Name of Employer

Weatherly’s And Osiers

Designation / Title

Assistant to General Manager

Manager National Distribution

Receiving Clerk / Transport Orders Clerk/ Dispatching Clerk

Transport Orders Clerk

Dispatching Clerk

Period of Employment

2007 - 2014

Reason for Leaving


Assistant to General Manager:

Responsible for safety and security procedure of staff and warehouse

Available on call for any security problems if any

Arranging staff training for health and safety in different department's

Dealing with an employment company regarding employees time sheet's, annual and sick leave, staff replacement

Arranging of extra staff for diverse mater (e.g. preparation of stock take)

Arranging for service and maintenance of warehouse equipment

Preparing and holding daily meetings with Management on operational issues and time management

Arranging cut off time for urgent delivery and collection accordingly to area

Achieving monthly targets by preparing stock and arranging delivery on time.

Manager National Distribution

Managing department with thirteen staff members

Preparing attendance register, over time, annual & sick leave on monthly basis

Dealing with overall HR issues

Responsible for monthly schedule for truck deliveries to 32 branches national

Dealing with logistics / transport company on daily basis

Arranging size of trucks this to include administrative paperwork and loading schedule for specific branches

Inspection and verification of goods to be loaded and transported this to include packing, visual inspection of commodity

Verification of truck sealing and completeness and correctness of paperwork / documentation

Generating purchase orders and balance to relevant invoices

Responsible for receiving of consumables

Dispatching consumables to 32 branches on request

Responsible for ordering consumables on time and follow up on delivery time

Improvement of sourcing strategies - sourcing different suppliers for consumables to improve service, procurement speed and prices – this resulted in improvement of consumable handling and generated savings of 35% per annum

Generated 30% savings of transport cost and decreased transport time by changing providers

Receiving Clerk

Manage and coordinate with supplier’s time and date for deliveries

Check that paper work of delivery correspond with original order

Handling of returned goods as well as over deliveries and damages

Liaise with suppliers regarding correct paper work Invoice, Credit notes

Receive all Items on the system (Sage)

Transport Orders Clerk

Generate transport orders for 28 branches

Generate splits for all branches

Liaise with branches reg. stock and sold Items

Dispatching Clerk

Preparing all paper work for branches according to date of loading and priority of Items

Printing tags for sold and stock Items

Transferring of Items that have been loaded on the truck

Preparing and downloading for Stock take

Invoicing and Credit note Clerk

Invoicing and credit note on daily basis

Follow up on queries

Name of Employer

Bheka Management Services

Designation / Title

Administrator/ Personal Assistant / Financial Administrator

Period of Employment

2006 - 2007

Reason for Leaving


Name of Employer

Chemagram Industry

Designation / Title


Period of Employment

2005 - 2006

Reason for Leaving


Name of Employer

The Meat Company – MC

Designation / Title

Waitress / Hostess

Period of Employment

2002 - 2004

Reason for Leaving

Better Prospects

Name of Employer

The Joker

Designation / Title


Period of Employment

2001 - 2002

Reason for Leaving

Better Prospects

References available upon request

Contact this candidate