Tshilisanani Ralushai
Midrand,South Africa
Summary
Results-driven Customer Service Professional with extensive experience in supply chain operations, managing customer relationships, and supporting business growth. Proven ability to resolve customer queries efficiently while ensuring seamless order fulfilment and service delivery. Skilled in end-to-end order management, including the accurate processing of credit notes for returns, stock shortages, and discrepancies. Strong focus on improving customer satisfaction, maintaining operational accuracy, and collaborating with cross-functional teams to optimize supply chain performance.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work history
Customer Service Representative - Supply Chain
Bayer
Midrand, Gauteng Province
2023.02 - 2026.06
- Interact with customers (directly and via sales team members)
- Orchestrate the service relationship, acting as primary contact for assigned customer accounts.
- Seek customer feedback to track satisfaction level and identify solutions to improve experience
- Received, addressed, and resolved customer requests via structured communication (phone, email), ensuring timely order management, status checks, and fulfillment scheduling.
- Receive, document & resolve Quality & Service complaints make records and close the cases in a timely manner
- Influence Order in-take and delivery timing to achieve financial targets
- Manage internal communication and alignment with various stakeholders like Commercial, Customer Operation, Supply Chain & Distribution and other support function teams i.e. Finance, etc.
- Provide overall business updates & reports and customer account info e.g., availability dates, delivery scheduling, targets and progress reports
- Ensure customer prioritization, delivery forecast targets and support product allocation management and reflect that in the SAP ERP System.
- Conduct training sessions and influence customers to adopt new processes, tools, and systems
- Identified and implemented improvements in operational efficiency and customer experience through system automation and process enhancements.
- Price Master Data management: Price confirmation on SAP with the Commercial Agreements team.
- Ensuring prices & discounts applied are compliant with the defined Price lists, payments terms and defined Market Funding Programs.
- Customer Master Data Management: Receive requests from commercial team, validate, document and submit to Master Data Teams for proper accounts creation & maintenance.
- Creation of new accounts on Salesforce and ensure maintenance of correct customer information in the system.
- Analysed data to generate weekly and monthly reports for internal stakeholders, focusing on performance tracking, order status, and supply risks.
- Audit & compliance: Adherence to Global Guidelines and local policies to mitigate risks, Preparation and resolutions. Checks & balances between CS, Fin & CA (Pricing, customers, products)
- Participate in customer service-related projects or initiatives, providing input and expertise to drive positive customer experiences and business growth
- Executed additional tasks according to job expectations.
Customer Service Representative
Philip Morris
Boksburg
2014.04 - 2022.12
- Responsible for servicing the needs of Philip Morris customers, particularly the processing of Credit Notes where necessary, using the SAP Accountancy package. Reporting to the National Information Trade and Distribution Manager
- Processing orders accurately within daily deadlines.
- Communicating effectively with internal and external customers.
- Providing customers with feedback on delays and stock shortages.
- Assessing customers' claims and investigating where there are discrepancies.
- Confirmation of available stock daily on SAP.
- Conducting quarterly surveys with customers to ensure that complete customer satisfaction is always met.
- Accurately maintaining master data on the SAP tracker.
- Being a team player by supporting the work of others.
- Providing and assisting sales representatives with information they may need and updating them regarding any out-of-stocks.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team
EDI/Wholesale Administrator
AVI National Brands
Isando
2013.01 - 2014.03
- Responsibilities include working within a team of 3 people, receiving, acknowledging, and distributing orders to the respective people for processing.
- Assisted the call center manager with running daily call center stats on calls received and orders processed.
- Reviewing current flows for transferring data in and out of SAP.
- Providing comments/adjustments on transfers, where necessary.
- Resolve EDI queries.
- Monitor the IDOC system and take appropriate action.
- Compiling order acknowledgements.
- Preparing an Excel spreadsheet for daily call center problems.
- Running dropped lines reports daily.
- Delegating orders to appropriate work colleagues.
- Running a daily report for call center statistics. Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
Customer Service Representative
AVI National Brands
Isando
2011.01 - 2012.12
- Responding to customer queries and providing first-call resolutions.
- Resolving queries within set turnaround times and service level agreements.
- Providing customers with product and service information. Management of stock allocations as per customer-nominated delivery dates.
- Called existing customers, providing tailored product education to optimise purchase timing.
- Followed up on order queries from field marketers, enhancing communication and order clarity.
- Captured orders on SAP, ensuring accurate pricing to prevent discrepancies.
- Maintained accurate call logs and reports for effective communication records.
Education
NVQ Level 4 -
Vuwani High School
Soweto 2003.01 - 2003.12
Diploma of Higher Education - Supply chain management
University of South Africa
Johannesburg, Gauteng 2019.01 - 2021.12
Diploma of Higher Education - Management
Regent Business school
Johannesburg 2026.01 -
Skills
- Order management and processing
- Customer relationship management
- Complaint resolution
- Data analysis and reporting
- SAP and Salesforce expertise
- Problem-solving skills
- Collaboration
Timeline
Diploma of Higher Education - Management
Regent Business school
2026.01 -
Customer Service Representative - Supply Chain
Bayer
2023.02 - 2026.06
Diploma of Higher Education - Supply chain management
University of South Africa
2019.01 - 2021.12
Customer Service Representative
Philip Morris
2014.04 - 2022.12
EDI/Wholesale Administrator
AVI National Brands
2013.01 - 2014.03
Customer Service Representative
AVI National Brands
2011.01 - 2012.12
NVQ Level 4 -
Vuwani High School
2003.01 - 2003.12