Chanel Richters
Customer Service Manager
Pietermaritzburg
Summary
I am an Internal sales officer managing internal sales department. This involves the implementation of systems and procedures to ensure efficiencies are maintained at their highest, from order entry to delivery. The motivation and training of staff has formed the basis of this. The co-ordination between production and sales requirements is crucial to optimizing systems, which is my core responsibility with the combined effort of the production planning. My main function is to build relations with the customers for long term business together. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
20
20
years of professional experience
2025
2025
years of post-secondary education
Work History
Customer Service Manager
Safal Steel
12.2023 - Current
- Ensure all customers receive exceptional service
- Build and maintain strong relationships with all customers and prospective customers
- Assist the Customer Service team with resolving customer complaints swiftly
- Collaborate with KAM’s to understand customer requirements, to promote the sale of the full basket of products and to provide efficient sales support
- To ensure the development and maintenance of Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes
- Performance Management
- Ensure timely appraisals of the customer service team
- Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing quality and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change
- Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
- Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
- Maximize customer operational performance by resolving problems; disseminating advisories, and new techniques; detecting and diagnosing problems
- Maintain the Product Claims register and oversee coordination between Sales, Technical, Quality, SCM and Production with regards to Product Claims
- To track & ensure closure of complaints
Internal sales officer
Safal Steel
01.2013 - 11.2023
- Motivation and management of internal sales department
- Assist with the sale of the product
- Timeous and accurate capturing of customers order for processing
- Pricing – Presentation of quotations and proforma invoices
- Co-ordination with production regarding sequencing of orders in line with customer delivery deadlines and production capabilities
- Customer liaison with regards to order status
- Production of invoices, credit notes and stock returns
- Generation of status reports for review by S&M manager
- Forecasting for material resource planning
- Monitor and update backorder report and forecast
- Attendance and participation in production planning mtgs
- Manage customer related requests and queries
- Serve as a contact point for customers and Key account managers
- Liaise with logistics to ensure on time deliveries
- Daily reporting on sales analysis
- MTD -YTD sales reporting
- Customer Engagement and Service
- Order book maintenance - Reconciliation, closing off Orders, Increasing Orders where required and monitoring requested dates of orders
Quality assurance data capturer
Safal Steel
09.2010 - 12.2012
- Capturing data of coils produced and released from production lines
- Liaise with quality technicians on classification of material
- Calibration control
- Testing equipment identification and maintain register
- Ensure appropriate separation of data in line with database structures
Data capturer
Nichill Construction
04.2005 - 12.2009
- Filing
- Invoicing
- Assist with creditors
- Cash sales
- Capturing and emailing of quotations to clients
- Capturing of jobs on the system
Education
Matriculated - English, Afrikaans, Mathematics, Biology, Geography, Home economics
Haythorne High School
BBA - Introduction to Business Management, Digital Transformation in the Business Environment, Business Mathematics, Microeconomic Essentials (Economics 1A), Introduction to Functional Areas of Management, Business Communication, Financial Reporting and Analysis (Fundamentals of Financial Accounting), Macroeconomic Essentials (Economics 1B)
Mancosa
Durban, South Africa 04.2001 - Current
Personal computing - MS Word, MS Excel, MS PowerPoint, Internet & Email
Varsity College
Bookkeeping - Source Documents, Debtors/Creditors, Journals, Income statements, Bank Reconciliation, Vat & control accounts
Varsity College
Skills
Problem-solving
Professionalexperiencesummary
I am an Internal sales officer managing internal sales department. This involves the implementation of systems and procedures to ensure efficiencies are maintained at their highest, from order entry to delivery. The motivation and training of staff has formed the basis of this. The co-ordination between production and sales requirements is crucial to optimizing systems, which is my core responsibility with the combined effort of the production planning. My main function is to build relations with the customers for long term business together.
Telephone
0678585965
Driverslicence
Code 08
Personal Information
- Gender: Female
- Nationality: South African
Attributes
- Management skills: problem-solving, organised, interpersonal and negotiating skills.
- Life skills: common sense, creative thinking, well mannered, professional, and efficient
- Personal qualities: reliability, honest, trustworthy, dedicated and a willingness to learn.
Awards
Best employee, 2016, Safal Steel
Timeline
Customer Service Manager
Safal Steel
12.2023 - Current
Internal sales officer
Safal Steel
01.2013 - 11.2023
Quality assurance data capturer
Safal Steel
09.2010 - 12.2012
Data capturer
Nichill Construction
04.2005 - 12.2009
BBA - Introduction to Business Management, Digital Transformation in the Business Environment, Business Mathematics, Microeconomic Essentials (Economics 1A), Introduction to Functional Areas of Management, Business Communication, Financial Reporting and Analysis (Fundamentals of Financial Accounting), Macroeconomic Essentials (Economics 1B)
Mancosa
04.2001 - Current
Personal computing - MS Word, MS Excel, MS PowerPoint, Internet & Email
Varsity College
Bookkeeping - Source Documents, Debtors/Creditors, Journals, Income statements, Bank Reconciliation, Vat & control accounts
Varsity College
Matriculated - English, Afrikaans, Mathematics, Biology, Geography, Home economics
Haythorne High School
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