Experience

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  The South African Breweries

  • Kimberley, Northern Cape, South Africa

  • Distribution Supervisor

    • Feb 2022 - Present
    • Kimberley, Northern Cape, South Africa

    • Duties: Load plan Execution: Day to day management of customer related delivery queries or complaints, Root cause analysis of queries and complaints, Ensure driver adhere to offloading standards and maintain customer service levels, Ensure driver and crew image maintained in trade, Incorporate ...

• 

  South African Breweries

  • Customer Service Supervisor

    • Jun 2016 - Present

    Enhanced customer service, Maintain good customer relations by delivering on promise consistently.Route cause analysis of queries and complaints conducted to prevent recurrence,Ensure drivers adhere to offloading standards and maintain customer service levels, Ensure Driver and Crew image is maintained in-trade.Service excellence process reviews conducted quarterly,Accountable for new customer take-on process in-trade including customer induction, Drive productivity,Conduct Driver training and coaching to improve Customer service levels,Conduct weekly Driver debriefing and key performance indicator review, Carry out in-trade Owner Driver standard verification,Explore and quantify opportunities to convert Customers to less expensive delivery modes,Master Data verified for accuracy,Stakeholder Engagement,Maintain open communication channels with CIC and Centralized Planning,Ensure integration with relevant internal stakeholders to leverage appropriate relationships, All Customer DSP’s negotiated,agreed and communicated,Master Data and inputs into Load plan aligned,Continuous communication with Centralized Planning to ensure calibration of master data to meet customers changing needs,Facilitate on-going customer service training for new and existing drivers,Service excellence process reviews conducted quarterly,Load plan execution,Maintain good customer relations by delivering on promise consistently, Day to day management of customers related delivery queries or complaints, Ensure integration with relevant internal stakeholders to leverage appropriate relationships,Regular team meetings conducted to understand performance, ensure achievement of short and long term objectives, Customer service results analyzed and detailed plans developed,Support focus group activities to gather customer intelligence and make necessary changes to support superior customer service delivery.Financial management. Fleet licencing, DVA, Driver payments.

  • Customer Service Agent

    • Feb 2014 - Present

    • Reception: Customers and stake holders managed effectively. Answer switchboard, complaints and queries, manage boardroom bookings, update performance boards, administrative duties, and filing. • Sales: Account manager assistance, Administrative duties, asset management, manage master data, fridge contracts, manage store room for promo items, free beer and free credit claims, expense claims, order promotional stock, manage payments, customer queries and complaints. • Depot: Diesel and gas management, payment of drivers, PTP, gate register, 3rd party admin assistance, manage driver files – updated annually. • Credit: Create new accounts, update liquor licence renewals, all credit queries and complaints, master data managed, customer recons. Assisting Customer Service Supervisor with Owner drivers, planning and customer demands and complaints.

  • Customer Service Agent

    • Feb 2014 - Present

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  South African Breweries

  • DISTRIBUTION LOAD PLANNER

    • Apr 2005 - Oct 2012

    Execute shipment planning and trip scheduling. Administrative duties. Maintain safe , healthy and risk free environment. Manage customer requests and ensure that service levels are managed. Dealing with customer complaints and resolving effectively. Payments and admin of owner drivers to comply with company procedures. Supervise owner drivers and their individual performance. Assisted with distribution tracker. Plan distribution trucks costs effectively. Supervise site controllers. Handling cheques and customers payments of accounts. Assisted with audit preparation. Assisted with fleet management.

  • RECEPTIONIST

    • Feb 2003 - Mar 2005

    Customer liaison, switchboard, SAP, administration, filing, data capturing, banking, payments, reports, queries, creating orders, travelling and accomodation bookings, back up telesales and planning, online shopping.