Application for Position: Customer Service Manager

I am an energetic and highly motivated person with more than 8 years Customer Service-/Inside Sales/Logistics/Transportation/Operations Management experience focusing on building positive, true, strong customer service relationships at all levels. This includes leading the customer service team to reach performance targets and strive to continually meet and exceed set departmental/organizational targets. I am a “Customer Centric” manager who focuses on giving the customer that “Positive Moment of Truth” experience. I have strong professional qualifications and intangible personal qualities that equip and enable me to truly make a difference. My strengths include all aspects of customer service, logistics, operation (order entry/EDI), distribution, warehousing, training, management, sales, compliance, communication and administration.

In brief please consider my qualifications:

• Currently enrolled in the CIFFA Certificate Program 2012, CIFFA

• Currently enrolled in WXN Top 100 Mentoring Program 2012, WXN

• Completed General TDG Act & Regulations Course 2012, Dangerous Goods Consulting Inc.

• Customer Relations, Building and Maintaining Course 2011, Sheridan College

• Certified Professional Logistician (P. Log) 2009, Canadian Professional Logistics Institute

• Bachelor’s Degree in Commerce 2005

• Certificate in Managing Customer Services 2004, Damelin College

• Mick Mc Cormick Training Courses in Selling for Profit, 2002 and 2003

• International Clearing and Forwarding Training Workshop 2003

• Computer Packages: Intermediate experience with MS Office, AS400, JD Edwards (ERP), Veltion (warehouse management system), Courier Complete (courier management system), Compu Clear (freight/logistics package), Visual 2000 (ERP system/EDI/sales order management); Apprise V.7, Prolan (ERP system), Luxor (CRM), Advanced order Entry.

• Proven dependability, integrity, and dedication to customer satisfaction in the sales/distribution environment, customers include Wal-Mart, Costco, Shoppers Drug Mart, London Drugs, Home Depot, Lowes, Home Hardware, Winners, Sears, Sony of Canada, Pennzoil and Canadian Tire.

• "Hands-on" involvement in all aspects of Customer Service including order processing (Retail Link); inventory management, process management, serving as the point of escalation for the customer service team and serving as a bridge between sales, operations, inbound freight in the warehouse.

• Strong organizational skills, excellent leadership skills, ability to train/coach customer service teams/team leaders and the capability to multi-task in a fast passed, dynamic, project/task driven and continuous changing environment.

• Strong problem solving, decision making ability and a solid operational background.

• High quality standards, ability to obtain top results through hard work and continuous learning.

• Strong communication and customer centered focus with strong interpersonal skills; organized and pro-active individual, hands-on experience working with financial measures, KPIs and tracking/enforcing departmental policies, procedures, alignment with policies, departments and goals in a matrix structure.

• Strong Operations, Distribution, Customer Service and Inside Sales background

• Able to integrate my academic training, knowledge and skill sets to meet the executive expectations of high profile clients and build value added services to all business partners

I would like to join an organization where I am a key player and contribute towards the success and growth of the organization. Thank you for your consideration.

Sincerely,

Cornita Oosthuizen

Cornita E. Oosthuizen

44 – 2511 Boros Road

Burlington, ON, L7M 5B2

Tel: 1-905-***-**** (Mobile) e-mail: yivahx@r.postjobfree.com

CAREER PROFILE

Experienced leader, manager and motivator with high energy levels, the ability to work effectively under pressure and stress, excellent time management skills ready to contribute and grow within your company. Effective communicator, exceptional interpersonal skills and a team player; interact positively with a wide range of people, and establish relationships based on respect. Generate “spirit of enthusiasm” in people, prompting ready implementation of recommended processes. Promote working environment/procedures conducive to improving productivity, increasing efficiency, enhancing quality, and strengthening financial results. With superior organizational, customer service, sales, technical, administration skills, repeated success in the management of any size customer service team on a national level, the ability to multi-task and manage the effective flow of services with minimum or no supervision.

EXPERIENCE AND ACHIEVEMENTS

ITN Logistics – Mississauga, ON October 2011 to 2012 (Full Time)

Customer Service Manager (Freight Forwarding Industry)

ITN is an independent, Global Logistics Provider, a single source for all transportation and logistics requirements. This role requires the successful implementation and management of the company’s customer care program based on P.R.I.S.M. (program to redevelop and integrate service management). I am a key player in the development and implementation of the P.R.I.S.M. Program and this is the main focus point of joining ITN Logistics in 2011.

• Main Objective: Build and maintain a Customer Centric Customer Service Department for our International customer base; this includes all Air/Ocean Imports and Exports

• Manage relations through continuous support with main objectives: providing timely, superior external customer service with the support of our internal customer base and service providers.

• Pricing and RFQ Management on SQL system: Prolan; maintenance of all rates and pricing including agent rates, rates from airlines, shipping lines, third party carriers; manage all customer quotation procedures; new account set-up and customer grading/ranking.

• Responsible for improving the Quoting model of Prolan (SAP), all quotes are prepared in Prolan.

• Responsible for the maintenance and improvement of the CRM system, Luxor (web-based).

• Customer interaction and increased account retention: Frequent courtesy calls, follow-up on rates/RFQ’s to customers, customer visits, business reviews, re-identification of opportunities, proactive customer communication and presenting/training in utilizing the ITN Track and Trace Shipment Management Program.

• Handle all customer service issues and providing solutions for complex customer requests.

• KPI compliance management including monthly reporting and maintaining company goals.

• Responsible for foster a strong interdepartmental team approach.

• Responsible for supervision, training, growth and support of the customer service team; including performance reviews, recruiting and creating a bonus structure based on the KPI’s and rewarding top performers and lesser performers are dealt with accordingly.

Danby Products – Guelph, ON February 2010 to September 2011 (Maternity Leave Contract)

Customer Service Manager, Sales Department (Consumer Packaged Goods)

This role provides support and direction to the Bilingual Customer Service Department including the Call Center, Inside Sales Representatives and National Account Coordinators to ensure that high customer satisfaction is achieved and maintained with strong solid leadership and coaching. Customers include Wal-Mart (Retail Link experience), Costco, Shoppers Drug Mart, Future Shop Best Buy, Canadian Tire, Lowes, Loblaw, Sears, Home Hardware, Home Depot, Grand and Toy and Corbeil.

• Responsible for supervision, training, support and hands-on involvement of the Inside Sales Representatives and National Account Coordinators on a daily basis.

• Responsible for creating and maintaining policies, procedures and goals for internal departments and for the logistics and outside warehouses in Guelph; Calgary and Danby Inc., Findley (USA).

• “Hands-On” management of order processing (sales orders) via EDI, manual, PC/web-based e-commerce order processing and a return/replacement/damaged product system based on a solid warranty policy and pricing policies.

• Ensure customer inquiries and complaints are handled in a professional and timely manner.

• Manage, improve and maintain KPI’s through our CRM system for all customers to ensure superior customer service levels including order fulfillment and on-time delivery by creating/reviewing/maintaining reports & taking appropriate action.

• Responsible for resolution of Apprise (ERP)/CRM/Call Center system related maintenance issues.

• Responsible for stock allocations/reservations to ensure order fulfillment; involved in quarterly/yearly inventory counts.

• Involvement/support with process improvement audits, conduct root cause analysis of drivers

• Managing sample requests, donations and employee purchases.

• The ability to multi-task is fundamental in this fast passed and demanding customer service department.

• Optimization of the supply chain system and analyze the daily efficiency of the current supply chain practice by evaluating SOP for customers to ensure compliance and superior customer satisfaction.

RGA Leatherworks – Oakville, ON September 2008 to February 2010 (Full Time)

Customer Service and Order Processing Manager (Consumer Packaged Goods)

Building/maintaining longstanding relationships with retail customers and focusing on the customization and personal needs of the smaller independent customers – ensure that the efficient movement and storage of product to our warehouses are performed in the most cost effective and timely manner. Monitor high quality product supply to customer base and collaboration within the marketplace management to improve the customer experience.

• Optimization of the supply chain system and analyze the daily efficiency of the current supply chain practice by evaluating SOP for customers frequently – monitor changes and requirements.

• Work closely with design teams, sales department, planning and the warehouses to ensure superior quality, on-time/smooth delivery and distribution of product to customers.

• Implement price and credits policies, implement a Returns/Defective Goods Return system including overages, shortages and damages, prepare customer claims and manage reverse logistics.

• Manage and improve KPI’s for all customers/vendors to ensure superior customer service standards are maintained; i.e. on-time deliveries and order fulfillment percentages are met, measuring customer service satisfaction and customer retention percentages.

• Managing order processing via EDI, PC/web-based e-commerce, manual and independents including the recent implementation of a new computer system, Visual 2000 designed for the retail industry.

• Managing projects and work orders/work actions to convert products/styles in order to maintain and comply with high levels of order fulfillment.

• Negotiating rates and working with couriers, carriers, forwarders and customs brokers

• Responsible for forecasting monthly, quarterly and yearly, action planning, business reviews, KPI reporting as required, order fulfillment reports, inventory reports to maintain sufficient inventory levels, reports projecting sales volumes and merchandising

• Supervising, and training staff to ensure targets are met

• Customers (retail) include Wal-Mart (Retail Link Experience), Sears, The Bay/HBC, Winners, Meijer, Macy’s, Burlington Coat Factory, Shoebuy, Amazon, e-Bags.

Carlsberg Canada Inc. – Oakville, ON March 2008 to August 2008 (6 Month Project)

Logistics Coordinator - Supply Chain Management (Beverage Industry)

Primary responsibility – to ensure that the movement and storage of goods are performed in the most cost effective and timely manner. This involves coordinating the safe, efficient and expeditious movement of goods via various transportation methods such as; Air, Ground, Rail and Ocean. Strong Customs knowledge required due to strict liquor control within the various provinces in Canada.

• Managing order processing and necessary documentation for all liquor boards in Canada.

• Negotiating and working with carriers, forwarders and customs brokers including 3PL/4PL.

• Optimization of supply chain system, develop and implement processes and support procedures.

• Forecasting monthly, quarterly and yearly, KPI reporting on a monthly basis.

• Analyze the daily efficiency of the current supply chain practice in order to increase throughput, customer service and capacity; Analysis: sourcing from various suppliers/breweries internationally

• Monitor and manage inventory levels within the various provinces with the assistance of the warehouses (bonded) in order to ensure national sales and promotional programs are supported.

• Customers include The Premier Beer Company, The Beer Stores, LCBO, BCLDB, MLCC, Alberta Gaming Control Board, Container World Forwarding, Connect Logistics, DSV Air and Sea.

Customized Global Logistics – Burlington, ON February 2007 to February 2008 (Full Time)

Special Services Manager - Customer Service Department (3PL/Airfreight/Courier Industry)

Build and maintain positive customer relationships with Key Account customers. Position requires customer service, strong organizational, technical, interpersonal, communication and computer skills.

• Develop positive relationships with internal and external customers; maintain and prepare reports as required and calling on clients; implement and maintain customer data base. Identify customer needs, and respond effectively and efficiently using verbal and/or written communications (daily, weekly or monthly); customer proposals, presentations, focus on extension selling and developing routes and rates.

• Customization of client requirements including warehousing, pick/pack and distribution.

• Providing support to manage customer inquiries and respond to customer complaints.

• Ensuring optimal cost-efficiency of the customer service department.

• Develop and implement processes, support procedures, strategic development of Partner relationships, SOP’s relative to customer requirements and to ensure superior customer service.

• Managing order processing and inventory control for various warehouse customers including the implementation of new order management systems for a key account (JD Edwards, ERP).

• Managing one of two dispatch desks, planning team schedules and routing of deliveries.

• Managing all administration including rating and billing/customer invoice management function for all warehouse clients, liaison with Sales, Administration and Operations departments.

• Supervising 5 Special Services Coordinators/Customer Service Representatives and 10 drivers.

Panalpina Inc. Toronto September 2006 to February 2007 (Part-Time)

Key Account Manager Assistant – Sales & Customer Service Department (3PL/Airfreight Industry)

Maintaining positive client relationships with key clients on a day to day basis and ensuring account growth. Position requires strong organizational, interpersonal and computer skills.

• Responsible for quotes for key accounts, including special, large projects for Canadian Tire.

• Arrange, coordinate local trade shows and compile presentations for shows.

• Prepare and coordinate track and trace reports for clients on a daily basis.

• Arrange client meetings and prepare presentations.

• Customization of client requirements including warehousing and supply chain support.

• Review and prepare KPI reports (internal and external) as per customer requirements.

• Maintain Customer Database on Customer Relation Management, SAP.

Rogz (Pty) Ltd, Cape Town South Africa October 2004 – July 2006 (Full time - Relocated to Canada)

Freight Manager – Operations Department (Niche Pet Products/Manufacturing/Distribution)

Managed fast passed running of freight department, including imports (inbound) and exports (outbound) within a niche “pet product” market. Interacted extensively with carrier, freight and courier companies by e-mail, telephone and face to face, ensuring timely placement and receipt of overseas orders, implemented successful systems to improve and fast track all shipment status for both import and export with in the operation department. Managing all freight imports and exports, including airfreight shipments

• Involved in product quality management, KPI reporting, budgeting and forecasting.

• Managing export customer service satisfaction and customer relationships.

• Managing and control all Customs related matters including rebates.

• Negotiated freight rates with carriers, freight and courier companies.

• Participate in budgeting process at management level.

• Control of freight accounts and authorization of all freight invoices and payment.

• Supervising, supporting and training staff to high standard of performance.

Safcor Panalpina (Pty) Ltd, Cape Town South Africa 2000 – 2004 (Full time)

Customer Service Consulting Manager (Freight Forwarding Industry)

Managing and providing support to Customer Service and Sales Representatives providing superior sales/customer service standards ensuring positive growth within the allocated customer base and maximizing opportunities. Responsible for developing routes and rates with global agents focusing on large airfreight accounts, special project cargo for CHC Helicopter, produce monthly reports and maintaining a multi branch customer service network.

• Client Services Management: Continuous client support and marketing of existing and new freight/logistics/supply chain solutions services and conduct site visits.

• Managing the development of client base: visiting prospective new clients.

• Manage multi branch customer service network - liaising with airfreight/sea freight operations Implemented and participated in customer focus groups, measuring customer retention, business under threat and lost business and monthly/quarterly surveys to establish customer satisfaction standards – Smiley Face Survey and questionnaires.

• Manage client training seminars, client functions and meetings at executive level.

• Key Account Management: presentations to existing and prospective clients in groups or one on one basis to improve customer satisfaction.

• Plan, direct and monitor activities of sales/customer service department.

• Review and manage SOP manuals frequently to ensure high level customer service and satisfaction – interaction with all departments to maximize results.

• Created and managed a system that ensured consistent client satisfaction and excellent sales and services results (CRM); Focus on continuous improvement.

• Preparation of yearly rate increases, freight estimates for new and existing clients as required.

• Monthly and weekly performance reports, KPI Reporting, participation in budget projections.

• Supervised 6: Customer Service Representatives/Sales Coordinators/Inside Sales/Estimator.

Sudmo South Africa (Pty) Ltd, Cape Town South Africa 1991 – 1999 (Full Time)

Import and Accounts Controller (1991-1996); Accounts Administrator (1996 – 1999)

Controlled accounts payable and accounts receivable for head office accounts. Managed and administered import shipments (airfreight/seafreight) and ensured timely delivery of orders. Responsible for implementing a new inventory system to accommodate inter branch transfers and bills of material.

• Accountable for stock/inventory control/management and quarterly stock/inventory counts.

• Responsible for all branch invoice control, reconciliation of accounts and monthly statements.

• Responsible for placement of import orders, liaison with overseas suppliers and freight agents, negotiating freight rates (airfreight and seafreight).

Transferred to Cape Town and promoted to Accounts Administrator. Accepted full responsibility running the accounts department including accounts payable, accounts receivable functions, inventory control and quarterly stock takes.

• Accountable for stock/inventory control/management and quarterly stock/inventory counts.

• Implemented an efficient import status system – responsible for all overseas order shipments.

• Responsible for client liaison internationally for all freight related matters.

EDUCATION AND CERTIFICATION

Customer Relations, Building and Maintaining, 2011: Sheridan College

Certified Professional Logistician (P. Log), 2009: The Logistics Institute

Bachelor of Commerce, 2006: University of South Africa

Certificate in Managing Customer Services, 2004: Damelin Education Group

Contact this candidate