Customer Service Manager

Sibongile Mogale

Mobile: 073-***-****

*****a Ndlovu Road

Meadowlands

Soweto

1852

ID: 860**********

Education

**** ****** –St Matthews

Subjects

English : (HG)

Afrikaans : (HG)

Zulu : (SG)

Biology : (SG)

Accounting : (SG)

Business Economics : (SG)

Further studies

National Diploma in logistics – University of Johannesburg ( 3 years)

Subjects : Cost & Estimation

: Logistics I & II

: Purchasing I & III

: International Business III

: Production, planning & control

: Communications

: Commercial Law

: Financial accounting

Skills –computer skills

Microsoft Word

Microsoft excel

Microsoft power point

Microsoft excess- internet browsing skills

Software skills

Other skills

Human relations skills

Problem solving skills

Business managements skills

Problem solving skills

Organising skills

Previous Employment

01 November 2009 - 2011 Employer - I RTT Courier co.

Customer services consultant- Road freight/Airfreight

Responsibilities

Compiling customer/supplier's Undelivered and Delivered reports and using them as a tool to communicate with the Supplier/Customer on the status of their deliveries, and making sure deadlines are met and making sure deliveries are met on the right time, costs, and quantity

Operating undelivered reports for different clients, making sure clients are informed of any uncertainties that may occur as far as delivery is concerned.

Physical checking stock in the Warehouse making sure goods that must be delivered, or damages, or lost are reported.

Verbals & ETA

Assisting Cross boarder in regards with the documentation needed for shipping Cross boarder and liaise with clients to send such documents on time and on a correct format.

Liaising with our Cross Boarder Ports making sure shipments are received at the correct time, and quantity and ready to be delivered for final consumption.

Providing Customers with the best care and responsible in all commitments delivered to such customers.

Advising customers on the correct service level that will suit their request at that time.

Liaising with the service provider we outsourced for Airfreight (DHL) to find out the status of all incoming shipment that was landing in South Africa coming from other countries, and providing feedback to our Customers/suppliers on the status of delivery for their parcels.

Liaising with the service provider we outsourced (DHL)for flying shipments to their respective destinations outside the country Making sure all necessary documents i.e F28) are in place before the goods get into a plane and be shipped to their final destination.

Making sure that the appropriate cargo is in line with the requirements of Airfreight Procedures (i.e you can’t fly a heavy parcel hence there’s certain kilos, weight, width, and length that are considered when flying a parcel, you can’t also fly a flammable parcel)

Informing the client an hour prior delivery that goods will be received at a particular time, only after the plane has landed at the particular ports can we confirm delivery to customers.

Rescheduling dates of delivery for clients who are not available to accept delivery, hence an airfreight parcel has complex costs once it does not get delivered, necessary arrangements must be made considering storage, and re-delivery.

Adhering to all customer’s specifications in regards to how they want delivery to take place in conjunction of what they paid for.

Customer Service- Analyst

Responsibilities

Overseeing Customer service excellence is enforced within all Branches of RTT (Nationally)

Striving on customer service excellence.

Understanding customers queries and making sure they are resolved.

Driving the service offered to customer through timeless efficiency,pro-activeness and productivity at all times.

Analyzing the service the company offers to its clients, making sure we maintain the current clientele and recruit more clients.

Collections Administrator.

Responsibilities

Assuring that all collections that must be done for the day are done and compiled.

Attending to every customer who wants us to collect either because of damages, wrong orders or faulty goods.

Making sure a Collection Report is compiled and all goods that were collected are processed into the warehouse for scanning and bar-coding.

Making sure that a specific or suitable kind of vehicle (i.e 5 tonns) is assigned to the right customer for whatever quantity of goods we need to collect.

Bookings Administrator

Responsibilities

Capturing all bookings of consignments that need to be delivered to Retail stores (i.e Pick n pay)

Making sure that such consignments are in order and the arrangements have been properly followed,as far as the date and time of delivery is concerned.

Assuring that consignments to be delivered (as they are delivered into bulks since we delivering to a retail store ) are properly intact and no losses or damages occurred through physical checks at the Warehouse.

Assuring that the consignments have been loaded to a container on the specific date of delivery through communication with the Warehouse Supervisor.

03 January 2012-08 December 2012 Employer- I IBurst Company.

Metronet and Project- Administrator

Responsibilities

Overseeing that all clients in the metronet project are satisfied with the service offered by iBurst (i.e internet access, coverage, different link capacities required by clients..

Maintaining customers’ requests through a ticketing system that pass through all processes of the Metronet streamline.

Attending to customers, installations.

Assigning field workers to surveys as to see if we can be able to help a client in terms of coverage.

Operations Coordinator. for WBS FSE

Responsibilities

Being a liaison between the field technicians used for installations and surveys.

Assigning technicians according to a ticketing system, making sure they attend to any client that requires our service, old or new customers

Compiling a report of such clients that have been attended by our technicians either for an installation or survey and making sure that this report goes to our Engineers who confirm if we can be able to help the client considering geographic issues, coverage issues and the type of product they want.

Making sure that the technicians see all possibilities to help the client under any circumstances mentioned above.

Communicating with the service provider on a daily basis to better the ways or methods of assisting clients to get into our Network.

01 January2013 Employer- Freightmax Imperial.

Logistics Assistant (Shell)

Administer stock movements

Receipt from Principals’ (STO)

Administer the daily order listing (Bench) from Principals’ for deliveries to their customers, ensuring compliance with Principal requirements, query resolution and standard internal systems and procedures including:

Edit Bench for deletions and additions and send for routing

Receive from routing the planned delivery schedule and check for non-deliveries

Administer COC orders for picking and collection

Check availability of stock for COC orders; obtain approval from SHELL prior to customer arrival, create Bench and print the delivery documentation

Attend daily feedback telecoms with the Principal and investigate / resolve queries

Extracts SAP reports daily in preparation for the telecoms with the Principal

Dispatches to customers (Exports)

Obtains delivery number and route for picking

Communicate the expected time of arrival with the transporter and principle

Complete the VLPOD report from Spectra and check the picking list through close liaison with Warehouse Management

Ensure that photos of each load is uploaded on the network

Ensures that load details (order number, driver and container) is forwarded the transporter and principal

Performance indicators / Evidence (all above)

On time, accurate and error free

Compliance with systems, procedures and Principle requirements and standards

Achievement of OTIF

Returns

Delivery confirm on SAP

Pass credits if / when required and ensure authorized by the principle

Complete and forward the returns schedule to the SCLO (SHELL)

Performance indicators / Evidence (all above)

Compliance with systems and procedures

Inventory Control

Compile cut-off procedure documents for agreed stock count dates with the principle for month-end stock counts

Close liaison with the Inventory Management team

Performance indicators / Evidence (all above)

Compliance with systems and procedures

Accurate stock count / achievement of OTIF

Reporting and document control

Timeous reporting of information (various) as required by the Principal

Ensure necessary documents are scanned to the Principal as required and maintain document control

Performance indicators / Evidence (all above)

Compliance with systems and procedures

Minimize queries

Additional Merits

I have a NOSA certification for SHE REP, am an acting SHE Rep at Freightmax for 3 years

References

Sister Francis

Principal

St. Matthews High School.

Tel (011-***-****

Mr.va.den. Berg : Lecturer

University of Johannesburg

Tel (011-***-****

Mrs. P Thekiso

Panorama Ladies Residence Manager

Tel (011-***-****

Ms Maleshoane Sobuza

RTT Supervisor

RTT Courier Company

Tel (27-722******

Mr. Riaan Van den Walt

Metronet Manager at Iburst

Iburst Company

Tel (27-83-791-****

Miss Vuyie Poswa

Transport Manager

Imperial Logistics

Tel (011-***-****

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