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Work Background
McCain Foods South AfricaCustomer Service Manager
Sep. 2019 - Apr. 2022Manage and supervise a team of order-processing associates, providing guidance, training and performance feedback to ensure optimal productivity. Oversee all aspects of order processing, including order entry, order validation and shipping, to ensure accuracy and timely execution. Collaborate with sales, warehouse and transport teams to address order-related issues, such as order/delivery changes, cancellations, expedited requests and any relevant returns. Develop and implement standard operating procedures for the order processing function to streamline processes and improve efficiency. Monitor and analyze order processing metrics, such as order cycle time, order accuracy and order fulfilment rate, to identify areas for improvement and implement corrective actions. Ensure compliance with company policies, procedures and regulatory requirements related to order processing and customer data privacy. Resolve escalated customer inquiries or complaints related to order processing, working closely with customer service representatives to provide prompt and satisfactory resolutions. Collaborate with IT and other relevant stakeholders to identify and implement system enhancements or automation solutions to improve order processing efficiency and accuracy. Conduct regular audits of order processing activities to identify and resolve discrepancies or errors, ensuring data integrity and customer satisfaction. Manage department spend and budget.
McCain Foods South AfricaCustomer Service Supervisor
Jul. 2008 - Aug. 2019Supervision of Customer Complaints Department, including coaching, training and performance feedback to ensure the team's objectives and goals are met. Ensure that all responses are professional, accurate and provided within the complaint resolution timeframes, to maintain good customer relationships and ensure repeat customers. Resolution of escalated customer complaints, including major incidents with potential legal, food safety or health implications. Ensure that accurate record keeping, including all customer service actions and discussions, are maintained on the CRM system. Maintain and revise standard procedures and templates to satisfy customer needs and support the goals of the business. Responsible for all new system updates and upgrades. Analyze trends using data from complaints to identify areas for improvement. Coordinate resolutions by working with other departments to find solutions and resolve issues. Manage the Product Recall process, including initiating regular “mock” recalls testing the traceability systems between warehouse and customer. Adhere to and manage the approved department budget.
McCain FoodsCustomer Service Manager
Jul. 2008 - Apr. 2022
McCain Foods South AfricaPricing Administrator
Jan. 2007 - Jun. 2008Process customer sales deals on company systems. Resolving & reporting on deal conflicts on SAP & PRMS. Capture deal information onto a deal register. Maintain daily EDI rejection reports. Investigate and action Credit Note Report (pricing & customer claim schedule). Distribute weekly & monthly reports – deal statistics and credit claims.
McCain Foods South AfricaExecutive Assistant
Jul. 2000 - Dec. 2006Minutes of Executive Meetings. Petty Cash. Handling Insurance claims. Managed and coordinated calendars and logistics for travel and on-site meetings. Scheduled business events according to departmental needs. Filtered incoming phone calls and emails escalating only highest priority inquiries to executive leadership. Implemented new office procedures to increase productivity and improve workflow. Negotiated preferred memberships and rates before booking hotels and airlines, decreasing travel costs. Maintained personal executive budget details and coordinated spending for events, business travel and meetings. Planned and supervised executive air travel, hotel accommodations and meeting agendas. Coordinated catering, decorative arrangements and guest logistics for dinner parties, casual gatherings and large formal affairs. Management of Office assistant and company driver.
MCG Tubes South AfricaPersonal Assistant to General Manager
Jul. 1997 - Feb. 2000Minutes of Management Meetings. All Other General Office Duties. Raising of Purchase Order (Access System). Assisting Sales Managers with capture of Sales orders. Filtered incoming phone calls and emails escalating only highest priority inquiries to management. Planned and supervised air travel, hotel accommodations, and meeting agendas. Coordinated catering and company gatherings.
Intervet South AfricaBookkeeper
Aug. 1994 - May. 1997Debtors (R1.5 million) (ACCPACC) and Creditors (R700 000-00). Cashbook & Bank Reconciliation. Assist with Fixed Asset Register. Petty cash (R2000-00 Float). Retrieved requested records and files during audits and regularly scheduled reviews of financial data. Reviewed and verified journal entries and receipts to maintain financial records. Investigated and resolved discrepancies during account reconciliation process. Processed daily invoices and payments to keep accounting records current. Drafted financial reports for senior managers to aid in budget processes and support accurate decision-making.
Intervet South AfricaPersonal Assistant to General Manager
Mar. 1992 - Jul. 1994Travel Arrangements. Scheduled appointments and maintained meeting calendar. Analyzed and prioritized incoming correspondence to determine actions needed and followed through to completion. Attended board meetings to distribute materials and compose minutes. Troubleshoot problems with office equipment to help staff stay productive and on-task. Organized conferences and special events, including setting up the catering and preparing all supporting materials. Maintained office records with relevant information and archived aging files.
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