Manager Customer

ROSAN MANSINGH

Kleinfontein, Benoni • 082-***-****

**************@*****.*** • linkedin.com/in/rosanmansingh/ (1) Rosan Yvette Mansingh LinkedIn

National Customer Service Manager Account Manager Consultant

PROFESSIONAL SUMMARY

Accomplished strategic and operations leader with vast experience in the Supply Chain & Logistic and FMCG sectors. Ability to proactively identify, evaluate and implement enhancements to the operational and financial controls framework to further optimise the balance between efficiency, control and output. Persuasive in negotiating contracts, and diplomatic in communicating with customers to build long term productive relationships. Consistent and proven track record of successfully employing best business practice that improve efficiency, reduce operating costs whilst increasing performance.

Core Competences and Skills

• Field Sales/Territory Account Management • National Account Management • Customer service strategies

• Certified International Manager (CIM) • Leadership • Project Management

• Globally successful selling skills • Lead Generation • Strategic Management

Major Achievements

Led a SAP Implementation Successful changeover for Unilever, Go Live with all satellite depot across the country. Zero stock loss from old system (Pride) to new (SAP)

Achieved a Year on Year 25 % reduction Credit Note Reduction for Unilever and Johnson & Johnson

Achieved a Year on Year 20 % reduction Credit Note Reduction for Reckitt Benckiser

Successfully led the BMW Set up including designing the system with IT and Customer and implemented HEAT order management system.

Wrote an article entitled Come Rain or Shine article which was published in the DHL Global Magazine 2017.

Nominated to be part of a panel in Kenya on 'Customer Experience Management, East Africa’.

Training of Customers and Customers service provides – Cost reduction on reserve logistic.

Training of drivers and crew nationally – Stock loss, damages, customer service and safety.

PROFESSIONAL EXPERIENCE

DHL Supply Chain - Key Accounts Manager

Reckitt Benckiser / Ford (Transport & Line Supply) BMW (Motor cycle and X3) 02/2020 – 10/2020

Support of DSCs growth agenda by building and maintaining profitable key accounts through managing the account P&L

Build high quality and trusted business relationships within the customer's leadership team

Identification, assessment, pursuit and closure of additional share of wallet within the assigned accounts in addition to effective management of a proactive pipeline

Pro-actively manage the renewal agenda and ensure that customer satisfaction is sustained.

Develop and leverage constructive C-Suite relationships within assigned accounts that are business and issue based, as opposed to transactional.

Be the face of the operational delivery to the customer and serve as key contact for customer on a local level

Ensure a year-on-year increase in DSC's percentage share of the customer's logistics spend account pipeline focusing on proactive and single-sourced opportunities.

Sponsor opportunity assessment for identified opportunities and develop recommendation on pursuit or cancellation based on financial attractiveness, risk and fit of customer requirements with DSC capabilities.

Work effectively in a matrix structure with the operations leaders to deliver the day-to-day solutions and meet the annual and long-term growth aspirations on the account.

Develop local strategy and plan for assigned accounts including targets and annual budgets for the key account in consultation with the regional and solution leaders.

Present solution to customer demonstrating clear business value, engage in negotiations and close the deal. Sponsor Business Development in collecting customer feedback after opportunity and sponsor internal Post-Opportunity Review

Organize and hold quarterly business review meetings (QBRs) with the customer, prepare and conduct customer satisfaction and value assessment research meetings.

Analyse collected data together with functional experts (Solution Design, IT, HR, Real Estate, etc.) and support solution development.

DHL Supply Chain 07/2016 – 02/2020

National Customer Service Manager (Multi Sector – Consumer Retail/ Pharma/Automotive)

Managed accounts including Mattel, Johnson & Johnson, Reckitt Benkiser, Incolabs, Mondalez, Unilever, Brandhouse, Duracell /PNP/Kimberly Clarke, Proctor & Gamble, MARS, Prestige, Wechsler, Netcare / Smith & Nephew / BARD / BMX – Life Science, Ford, Nissan, BMW, Mercedes and VW.

Managed the daily operation of the Contact Centre and individual performance within the Contact Centre

Consistently achieved established key performance indicators for productivity, accuracy and housekeeping. Consistently reviewed and improved existing KPI's and processes to improve service delivery.

Analyse HEAT logging accuracy, service level adjustment accuracy, reason code allocation to all returns and EDD changes and manage exceptions.

Collaborated with clients and internal streams to improve backdoor delivery performance as well as collaborating with Principles and internal streams to improve service delivery.

Ensured timeous and accurate communication daily to all depots and principles. Keep Contact Centre staff and clients well informed on any trade related issues and changes.

Analysed adherence to delivery schedules daily and communicate failures. Ensure Holiday planning and communication thereof is executed timeously and accurately.

Followed existing SOP's, review, update and train where changes are applicable

DHL Supply Chain 11/2008 – 06/2016

National Customer Service Manager, (Unilever SA – Transshipment ( 3PL -TSP) Operations)

Implemented business and sales strategies for identifying and developing new business opportunities.

Build and maintain effective business relationship with customers, conduct regular reviews and ensure long-term business and revenue growth.

Ensured customer initiatives, special processes, data requests are fulfilled consistently, timely, and without impact to the daily work processes.

Developed department goals/metrics and assist with individual goals as necessary, to align with company, site and customer objectives.

Participated in on-site management team meetings and account / site / customer committee meetings. Ensures execution of CIP workshop action plans, projects and best practice sharing

Served as key contact with customer groups, including development and deployment of new or revised processes to meet customer goals and satisfaction

Responsible for financial and stock management including stock take, issuance of credit notes and short credits, pallet overhangs, pallet reconciliation, monitoring expenditure, reviewing purchase orders and invoices.

Monitored sales trends and financial health of customers, and make recommendations/solutions to assure profitability and achieve business objectives

Designed and developed the customer services strategy at country level within the limits of divisional customer’s services strategy to ensure that best-in-class services are provided to DPDHL customers.

Managed ongoing provision of exceptional service levels of all incoming After Sales contacts from all customers into the contact centre.

Ensured that agents aim to improve first time resolution rate, tracking shipments and carrying out trace investigations to improve service recovery, minimize customer dissatisfaction

Value Logistics 06/2003 – 10/2008

Trainee/Operations/Key Account Manager, Customer Service Manager

Verified and filled proof of deliveries, initiated TBI (Inter Branch Transfer), captured and reconciled delivery matrix, NDDS. Followed up on special deliveries.

Led operations within the site, ensuring a safe working environment coupled with cost effective operational activities. Planned and optimised the warehouse for maximum output and efficiency.

Assisted in the preparation of budgets and managing expenses and revenue to enhance profitability.

Coordinated and participated in daily meetings with client (Invocoms) ad drivers, noted down minutes of meeting and distributed to responsible personnel. Debriefed and prebriefed drivers and crew.

Conducted business and performance reviews making sure we are all aligned on performance, quality, service and appropriate level of profitability for our business and recognised value delivery for customer.

Initiated Continuous Improvements for the customer to achieve that competitive edge.

Understood what customer needs and expects from us and working with them for their success and ensured profitable growth.

Supported all key account functions; complaint, claim handling, problem solving & other contractually agreed services.

Oversaw and managed the dispatching of vehicles, payroll services, vehicle maintenance, stock control, routing & scheduling, tracking of vehicles and driver training.

SUMMARY OTHER ROLES

Office Manager, EL – Shaddai Freight Logistic, 04/2001 – 06/2003

Customer Service: Front line, Call Centre Agent, Debtors Clerk, TNT International Express, 02/1998 – 03/2001

Customer Service Supervisor, Skynet Worldwide Express, 07/1994 – 02/1998

PROJECTS COMPLETED

DHL, Introduce customer service system at BMW, 2020

DHL, Telephony Call Centre / CRM System, Upgrade, 2018

DHL, Automotive, Introduced Customer Service to DHL Teams, 2018

DHL, Trained Johnson & Johnson on Credit Notes, 2018

DHL, HEAT (Order Management system), Trained all BWM Suppliers on OMS 2017

DHL, HEAT (Customer Service System Face Lift), 2017

DHL, CCFOT Training for all depots around the Country

DHL, Discrepancies of excess / damages and shortages out of DC to Agents around the country, Unilever, 2016

Unilever, Customer Service Training, Customers’ Requirements, 2013

DHL, Implementation of SAP (VMS and MM) at TSP Agents

Value Logistic, assisting in setting up of account, Recruiting Staff and budgeting, 2005 – Telkom contract

EDUCATION

Bachelor of Commerce in Supply Chain Management, Da Vinci Institute - Ongoing

Logistics & Supply Chain Diploma, Intec - Completed

TRAINING AND PROFESSIONAL DEVELOPMET

IR/HR Management, Problem Solving, Astro Tech Finance for Non-Finance Managers, Astro Tech

MBA, Occupational Health and Safety, Astro Tech Risk Management, Astro Tech

Customer Service, Kelly Green Oaks Credit control, Ken Mills

Sales and Marketing, Front Range Service Level Agreement, IIR Training

C track, Digicore Health and Safety, Fata Mix

Day of a Manager, Labour 24 Emotional intelligence,

Absenteeism, Dismissal and Disciplinary Proceeding Code of Conduct, DHL SHEQ

Anti-Corruption, Competitor Compliance, DHL Security Information, DHL

Project Management for Non-Project Manager, A Tech Business Communication & Report Writing

OHAS Act 85/93, Talent Management Solution British Retail Consortium, Wareham & Associate

Hazechem, EC Logistic Certified Supply Chain Manager, DHL

Certified Supply Chain Specialist, DHL Leadership Essentials Training, DHL

Accelerated Leadership Program, DHL South Africa

COMPUTER SKILLS

Digicore, Tracking of vehicles Freigthware, Warehouse & Transport

Computron – Creditors/Debtors Goldmine, Sales & Marketing

JDE, Purchase Orders My Business, Fines/Customer Service

Pastel V6, Debtors & Creditors FLO, Routing & Scheduling

Unico, Billing & Customer Service Interanet, AARTO (Fines)

Heat, Customer Service Pride, Warehouse & Transport

SAP, WMS & MM Outlook/Lotus Notes

MS Word /Excel/PowerPoint/Visio Qlikview

Connected View, Telematix Salesforce

REFERENCES

Available as per request.

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