Bubele Rodolo
Customer Service & Logistics Specialist
Johannesburg
Summary
I am currently employed as a Customer Collaboration Representative, bringing over a decade of experience in Call Center, Sales, Customer Service, and Logistics to the table. My professional journey has included roles at prestigious companies such as South African Breweries, Heineken Beverages, and my current position at Diageo SA, where I serve as a Relationship Manager for Diageo's Key Accounts. My passion lies in supply chain management, logistics, and delivering exceptional customer service. I am deeply committed to continuous learning, skill enhancement, and embracing new challenges in my career.
Overview
11
11
years of professional experience
8
8
years of post-secondary education
Work History
Customer Services Representative (Customer Collaboration Rep)
Diageo SA
- Current
- Customer Collaboration: by driving customer service across all Channels within the South African network to an agreed KPI of 95% working in close collaboration with both external and internal collaboration teams
- Customer Service OTC’s National Key Account Customer Collaboration Rep for all SPAR DC’s & Dannic Liquor Runners Depots
- Handling both inbound and outbound calls, including processing customer orders and addressing inquiries
- Contacting customers to update them on their orders and offer assistance with any outstanding issues
- Conducting outbound call campaigns to introduce customers to new company products
- Provide a one call query order and query resolution service as matters relate to customers, current and open orders
- Drive collaborative planning with customers as input into the sales forecast
- Collaborate with warehouse/transporters staff to ensure shipments are loaded and unloaded accurately and efficiently
- Play an active role in providing input to supply chain reviews into cost-saving initiatives and opportunities
- Management and monitoring of EDI platform orders
- ATP & Out of stock order management
- Manage daily workload received on Genesys email & telephone orders & queries
- Working closely with Liquor Runners to ensure orders are planned and delivered to customers on time in full.
CIC Direct Delivery Planner
Heineken Beverages
08.2023 - 11.2023
- Communicate the Direct delivery policies and procedures to customers
- Ensure accurate and timeous capturing of customer orders accordingly to the Direct Delivery Policy
- Ensure accurate daily planning; contact all customers due for delivery; facilitate follow-up sales calls
- Engage with customers in case of short supply and propose alternative product or supply plant
- Ensure EDI orders are corrected accurately and timeously
- Plan necessary bookings: insert information of daily tracking Excel Sheet (Spar and Shoprite group and other when required)
- Ensure orders are released in full
- Maximize truck utilization (tonnage or pallets)
- Engage with customers in case of short supply and propose alternative product or supply plant
- Ensure all customer orders are delivered on time as agreed with the customer
- Run various reports on SAP – Open orders (ZSD01) & exception reports (ZSD196)
- Ensure empty collections are arranged as per the customer’s needs
- Ensure cut off times for delivery creation for load and empties are met (13h00 daily)
- Provide customers with regular feedback on the status of orders
- (Delays, short loaded, not loaded, source stock from alternative plants, etc.)
- Ensure customer complaints are resolved timeously and that these are captured and actioned in Sales Force
- Ensure transport delays are confirmed and updated with the customers – request new bookings if needed
- Ensure customer needs are understood and addressed
- Follow up on re-routing of customer truck due to delays, overstocked at customer or incorrect product sent
- Plan corrective action and advise rep, loading site, and customer
- Attend Daily Tactical planning meeting, team meeting, and training when necessary
- Perform sales activities (order taking, customer inquiry management, product and promotion awareness, and customer relationship management) to consistently meet or exceed weekly and monthly sales goals
- Take responsibility for own development and contribute to team effectiveness.
Customer Channel Planner
Heineken Beverages
01.2020 - 07.2023
- Key Account Management Robinson Group/Isicebi Trading/Tradestar/Norman Goodfellas
- Inventory management
- Collaborate with warehouse/transporters staff to ensure shipments are loaded and unloaded accurately and efficiently
- Distribution Centre Replenishment
- EDI Order Management
- Order Fulfilments Specialist
- Customer query management
- Upselling and cross-selling of company products
- Stock availability forecasting
- Liaising with Warehouse & Transport regards to delays and short delivered stock
- Pulling daily load plan report for customer base and communicate to customers planned loads
- Communicate to customers trucks on route and eta’s of loads
- Order placement and stock sourcing/mixing and matching for customers
- Truck Utilization to ensure trucks are delivered in full to help the company save on transportation cost
- Pull weekly/monthly reports to update customer base on delivered loads to date
- Collaborating with internal stakeholders such as Logistics Key Account Manager & Sales Key Account Manager to provide the best customer experience for our client.
Telesales Representative (Primary)
Heineken Beverages
01.2018 - 01.2020
- Order Placement & Order management of Heineken Route to Market Customer base
- Fleet Management & Stock Management of orders on SAP
- In order to minimize risk and maximize profits
- E-Trade management of customers to help them to continue to use the online platform for order placement
- Building customer partnership by being customer-centric
- Effective management and development of High-end designated outlets
- Inbound call management of customer queries
- Liaise with Line Manager regards to volume targets
- Order management of Direct Shipments and from Local depots throughout
- Ensure that service standards are met in terms of quality assurance adherence to business processes and attainment of productivity targets.
Sales Representative
South African Breweries
01.2013 - 01.2017
- Achieve pre-determined sales/brands and market share targets
- Influence liquor retail pricing within segments
- Maintain stock levels within segments
- Service outlets
- Develop sound business relationships
- Maintain customer call rate as per SAB tailored service packages sector
- Conduct regular account reviews
- Provide merchandising support
- Handle Customer and Consumer complaints and queries
- Manage product quality in relation to SAB quality standards
- Manage sales administration
- Compile daily/weekly reports
- Determine pre-call planning objectives
- Manage B.T.L
- Placements
- Conduct personal sec audits.
Education
Certificate in Supply Chain Management - Supply Chain Management
University of Cape Town (UCT)
University Of Cape Town (UCT) 06.2023 - 07.2024
Marketing Certificate -
Services Seta
Johannesburg 02.2019 - 11.2021
General National Vocational Qualification in Business Studies / Business Administration -
North Hertfordshire College
England, United Kingdom 01.2004 - 11.2004
Certificate in Key Skills in Communication -
North Hertfordshire College
England, United Kingdom 01.2004 - 11.2004
General Certificate of Secondary Education - Secondary Education
North Hertfordshire College
England, United Kingdom 04.2001 - 11.2003
Skills
Presentation competency
undefinedSystems Capabilities
- SAPECC
- SAP CRM
- Sales Force
- CIC Genesis
Personal Information
- Date of Birth: 09/10/85
- Nationality: South African
- Driving License: Code 10 (C1)
Training
Alison Online Training, (CPD) The United Kingdom Continuing Professional Development, Diploma in Operations & Supply Management, Diploma in Supply Chain Management, Diploma in Supervision, Certificate in Production Planning & Control in Industrial Engineering
Timeline
CIC Direct Delivery Planner
Heineken Beverages
08.2023 - 11.2023
Certificate in Supply Chain Management - Supply Chain Management
University of Cape Town (UCT)
06.2023 - 07.2024
Customer Channel Planner
Heineken Beverages
01.2020 - 07.2023
Marketing Certificate -
Services Seta
02.2019 - 11.2021
Telesales Representative (Primary)
Heineken Beverages
01.2018 - 01.2020
Sales Representative
South African Breweries
01.2013 - 01.2017
General National Vocational Qualification in Business Studies / Business Administration -
North Hertfordshire College
01.2004 - 11.2004
Certificate in Key Skills in Communication -
North Hertfordshire College
01.2004 - 11.2004
General Certificate of Secondary Education - Secondary Education
North Hertfordshire College
04.2001 - 11.2003
Customer Services Representative (Customer Collaboration Rep)
Diageo SA
- Current
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