Key Accounts & Logistics Operations Specialist

CINDY MATHEBULA

Tembisa, Johannesburg

+27-065-***-****, *****************@*****.***

PROFILE

I am a dedicated, detail-oriented, and results-driven Key Accounts professional with over 5 years of experience in the courier and logistics industry, currently serving as a Key Accounts Agent at Seaborne Logistics (Feb 2026 – Present). In this role, I manage end-to-end operational account responsibilities for key automotive clients. My daily focus includes incident and query management, delivery performance tracking, out-of- spec and claims reporting, waybill validation, and billing compliance. I ensure proactive communication with branches, agents, and dealerships to mitigate delays and maintain service integrity.

Prior to this, as a Key Accounts Specialist at Buffalo International Logistics, I developed and executed strategic account plans to maximize revenue and retention, consistently achieving 98–99% conformance rates. Earlier, as a Key Account Clerk (Collections), I reduced monthly losses to just 0.01% through data analysis, process improvement, and proactive client engagement. My hands-on foundation in customer service; including track-and-trace and shipment scheduling which has given me deep insight into end-to- end logistics operations.

I hold a BA in Supply Chain Management from Richfield Graduate Institute of Technology. My strengths include strong communication, strategic thinking, problem- solving, and the ability to thrive under pressure while working independently or collaboratively. I am passionate about continuous learning and taking on new challenges to drive organizational success and personal growth. EDUCATION

Date Qualification Institution

Jan 2016 – Nov 2018 BA Supply Chain Management Richfield Graduate Institute of Technology

Jan 2012 – Nov 2012 Matric Senior Certificate Tembisa West Secondary School SKILLS

MS Office Suite Organizational Skills Strong Communication Strategic thinking Specialized Software Taking initiative Parcel Perfect System Team player Work without supervision Spoken Languages

English (Advanced) XiTsonga (Native) Sepedi (Advanced) IsiZulu (Intermediate) Driver’s License Code C – first issued Feb 2021

Nationality South African

WORK EXPERIENCE

Feb 2026 – Present Key Accounts Agent - Seabourne Logistics In this role, I act as the primary operational liaison for key automotive accounts. I am responsible for end-to-end shipment visibility, exception management, and service delivery compliance. My daily focus includes proactively updating delivery timelines, coordinating with branches and agents to mitigate delays, and maintaining accurate claims and KPI reporting. By ensuring all waybills, dimensions, and billing copies are validated, I help maintain operational integrity and drive continuous improvement in supply chain performance for Seaborne Logistics’ most strategic client,

Key duties:

Incident & Query Management – Monitor, log, and update incidents daily for assigned automotive accounts; review queries under Key acc Queries and automotive Incident Group; send internal incident reports to relevant stakeholders.

Delivery Performance & Communication – Update due dates and times on the planning platform (PP) for ACCOUNTS; follow up on outstanding deliveries with branches to confirm all deliveries meet specifications; advise clients and dealerships of any delays reported by agents or branches.

Out-of-Spec & Claims Reporting – Record out-of-spec deliveries; update and submit KPI and claims reports to the client on a regular basis.

Collections & Waybill Validation – Follow up on collections with agents and branches; identify and resolve all invalid waybills.

Billing & Dimensional Compliance – Verify billing copies and dimensions on collected waybills; manage the missing billing copy process; conduct follow-ups on missing dimensions and weight data for content analysis.

Account-Specific Reporting – Compile and send daily incident reports under your name for assigned accounts, ensuring full visibility of service exceptions and corrective actions.

June 2024 – October 2025 Key Accounts Specialist - Buffalo International Logistics As a Key Accounts Specialist at Buffalo International Logistics, I am responsible for managing a high-value portfolio of clients, driving revenue growth, and ensuring exceptional service delivery. I develop and implement strategic account plans to exceed targets while fostering long-term partnerships through proactive relationship management. By analysing customer data, identifying growth opportunities, and collaborating with cross-functional teams, I optimize operational efficiency and client satisfaction. My role also involves resolving complex issues swiftly, delivering persuasive presentations, and maintaining a 9899% conformance rate—demonstrating my ability to balance strategic vision with meticulous execution in a fast- paced logistics environment.

Key duties:

Strategic account management: Develop and execute tailored account plans to maximize revenue, retention, and client satisfaction for high-value key accounts.

Business development: Identify and pursue growth opportunities within existing accounts through cross-selling and proactive needs analysis.

Client relationship management: Serve as the primary point of contact, ensuring exceptional service delivery and addressing client concerns promptly to maintain trust and loyalty.

Performance monitoring: Track and report on KPIs (e.g., conformance rates, SLA adherence) to ensure 98–99% operational excellence and mitigate risks.

Collaboration: Partner with internal teams (operations, sales, logistics) to align client expectations with service execution and resolve operational bottlenecks.

Data-driven optimization: Analyse customer data and shipment trends to recommend process improvements, cost-saving measures, and service enhancements.

Problem resolution: Investigate and resolve escalated issues (e.g., delays, returns) with root cause analysis and corrective action plans.

Communication & reporting: Deliver clear, persuasive presentations and regular performance reports to stakeholders, highlighting achievements and actionable insights.

Market awareness: Stay updated on industry trends and competitor activity to position Buffalo International Logistics as a preferred partner. Reason for leaving: Personal growth

May 2019 - May 2024 Key Account Clerk (Collections) – Buffalo International Logistics As a meticulous and results-oriented Key Account Clerk specializing in collections, I played a pivotal role in maintaining strong client relationships while ensuring financial accountability for Buffalo International Logistics. My responsibilities centred on analysing customer data to optimize payment processes, reducing monthly losses to just 0.01%, and implementing targeted improvements to minimize shipment discrepancies and returns. By proactively managing client queries, resolving payment delays, and conducting root cause analyses, I consistently upheld service level agreements (SLAs) while enhancing operational efficiency. My ability to balance precision with customer-centric problem-solving contributed to sustained client satisfaction and loyalty, reinforcing the company's reputation for reliability in the logistics sector. Key duties:

Collections management: Proactively monitored and followed up on outstanding payments from key accounts to ensure timely collections and maintain cash flow.

Client relationship maintenance: Served as the primary liaison for assigned accounts, addressing billing inquiries, resolving disputes, and fostering trust through transparent communication.

Loss reduction: Implemented targeted strategies that reduced monthly financial losses to 0.01% by identifying inefficiencies and improving payment processes.

Data analysis & reporting: Analysed customer payment trends and account histories to predict risks, prioritize collections efforts, and generate regular performance reports.

Problem resolution: Investigated and resolved payment discrepancies, shipment delays, and invoicing issues through root cause analysis and corrective action plans.

SLA compliance: Ensured all collections activities adhered to service level agreements

(SLAs), maintaining on-time delivery and payment targets.

Process improvement: Collaborated with cross-functional teams to refine returns management, reducing return rates by addressing systemic issues.

Documentation & accuracy: Maintained meticulous records of transactions, communications, and account updates to ensure audit readiness and operational transparency.

Customer education: Advised clients on payment terms, policies, and best practices to prevent future delays and disputes.

January 2019 - April 2019 Customer Service Agent - Buffalo International Logistics As a Customer Service Agent at Buffalo International Logistics, I served as the frontline liaison between the company and its clients, ensuring seamless communication and efficient resolution of inquiries. My role involved managing track-and-trace requests, coordinating inbound and outbound shipments, and addressing customer concerns with professionalism and attention to detail. By handling high-volume calls, scheduling deliveries, and escalating exceptions for timely resolution, I contributed to maintaining service excellence and operational efficiency. This experience honed my ability to multitask, problem-solve under pressure, and deliver exceptional customer support—laying a strong foundation for my subsequent growth in key account management within the logistics industry. Key Duties:

Managed inbound and outbound customer calls, providing real-time shipment updates and resolving inquiries promptly

Scheduled and coordinated inbound/outbound shipments to optimize delivery timelines

Processed track-and-trace requests to ensure accurate shipment monitoring

Identified and escalated service exceptions for swift resolution

Provided recommendations on transportation solutions based on customer needs

Maintained detailed records of customer interactions and shipment details

Collaborated with operations teams to ensure smooth service delivery

Adhered to company policies and service standards in all customer interactions REFERENCES

Penny Lochaitas

Vise President (Logistics Support)

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

Phone: 063*******

Yvonne Sheppard

Vice President Operations, Buffalo International Logistics Email: ****************@*****.***

Phone: 067*******

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