Summary
Overview
Work History
Education
Skills
Languages
Timeline
Personal Information
Academic Qualifications
Computer And Software Expertise - Software
Previous Employment Experience
Generic

Jeanette Odendal

Rooihuiskraal Noord

Summary

Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.

Overview

13
13
years of professional experience

Work History

Customer Services Manager

HENSOLDT South Africa (Pty) Ltd
01.2023 - Current
  • Create a cohesive team spirit and culture to enhance the Customer experience.
  • Execute Customer Services (CS) strategy of Enablement; Engage and manage Customer relationships with a Customer-Centric Mindset.
  • Ensure effective risk and change management within the environment and communicate with mitigation through the official ERM process.
  • Use monitoring tools and key performance indicators within Customer Services to measure performance, efficiency, and effectiveness.
  • Monitor and control service delivery through proper controls and cross-divisional collaboration (within applicable functional areas).
  • Oversee repairs and repair-related functions at customer sites and/or internally, guiding to ensure high-quality workmanship and effective time management within guidelines and prescribed compliance and safety protocols.
  • Customer interface, point of contact for all customers and schedule and execute customer requests.
  • Execute as per the contracted TAT, ensuring the repair project's execution within technical, schedule, and budget constraints.
  • Inform Executive Manager: Customer Service of all risks, significant scope changes, financial implications, negotiations, and requirements changes.
  • Ensure that the CS process is followed, adhered to, executed, fulfilled, and updated on the relevant systems/ tools.
  • Hospitality and entertainment when applicable to all visitors.
  • Interface with IPTs/EMTs and relevant teams, and manage/monitor the CS environment, SWOT and Industry changes that may impact customers or the organisation.
  • Monitor output and workload.
  • Allocate resources to the execution of work.
  • Create, maintain, and monitor a monthly delivery and expenditure forecast.
  • Ensure and review regular outputs by the technical teams.
  • Planning the projects to achieve the Business Case/Support Project.
  • Resource planning.
  • Budgeting.
  • Scheduling.
  • Create a risk log and issue log.
  • Coordinate interdependent functions.
  • Functional planning through effective use of tools at their disposal: Freshdesk/ SAP and other (Planning, Work/ Service orders. Billing and Stores Control).
  • Manage, monitor, and schedule repairs, schedule workload, manage movement and accept responsibility for process adherence of all subordinates.
  • Ensure strategic stockkeeping and effective lead time management.
  • Serve as a bridge between external and internal customers to ensure alignment of goals and milestones that support the end customer's requirement.
  • Regularly communicate with external customers and project teams to provide status updates and ensure activities align with the programme goals.
  • Report formally weekly, externally to the Client, on the execution status of projects (technical & schedule).
  • Report internally to the IPT leaders on the execution status of WIP in terms of financial, technical, schedule, and risk status.
  • Report internally (weekly via email) to the IPT Leader on Order Intake and deliveries (i.e., sales).
  • Follow prescribed official processes.
  • Conduct reviews on costs, budget, and technical solutions for the project.
  • Identify gaps for the future/follow-up actions.
  • Update failure/ service report and recommendations.
  • Customer relationship management: understanding the customer needs and developing a strategic relationship with customers.
  • Ensure tailored/customer-specific solutions and deliverables.
  • New contract solicitation and contract management, including contract renewals.
  • Provide support for demos, integrations, after-sales support, services, and training.
  • Financial management: O/I; Revenue and Cost; Timesheet recovery; Project costing.
  • Engage with all technical and engineering stakeholders to support and execute complex repairs; Ensure that all technical solutions proposed meet the customer expectations and achieve technical function, maintainability, usability, and overall service sustainability.
  • Understand the support process and high-level repair tasks to negotiate internally and externally.
  • Obsolescence management for all service contract.
  • Live the Company Values and high standard of business acumen.
  • Adhere to the Code of Conduct and all prescribed company policies, disciplinary codes, applicable laws, and complaint requirements.
  • Act as the Customer Custodian - “Voice of the Customer”.
  • Ensure that company policy and procedures for all management aspects surrounding customer services are followed.
  • Execute any reasonable ad hoc duty given by the Executive Management within the constraints of this engagement.
  • Be innovative and make suggestions/recommendations on all areas for improvement, along with possible solutions.
  • Create value for all stakeholders and shareholders.

Project Manager

HENSOLDT Optronics (Pty) Ltd
01.2022 - 01.2023
  • Manage projects created within the Business Unit by managing diversified teams and stakeholders.
  • Serve external and internal customer requirements to achieve profitability and superior services.
  • Managing project costs, schedules, and technical quality.
  • Lead project teams and ensure collaborative effort amongst functional business departments.
  • Manage sales to achieve the organisation's revenue targets.
  • Manage the interface between production, industrialisation, and engineering, following the company value chain and improving efficiency.
  • Develop: Business proposals, offers and bid documentation.
  • Business plans.
  • Order acceptance documentation.
  • Understanding and analysing requirements.
  • Assessing the technical viability feasibility with cost, schedule and at the required quality.
  • Process customer purchase order and create RMA.
  • Professionally manage customer communication.
  • Coordinate project kick‐offs with relevant stakeholders.
  • Initiate import/export permits and customer returns process.
  • WBSE generation.
  • Reporting/escalation in case of cost/schedule overrun.
  • Resource planning.
  • Ensuring adherence to the assigned budget based on the offer to the customer/sponsor.
  • Scheduling (develop WBS, Gantt charts, etc.), including timeously updating applicable dashboards.
  • Create a Risk Log and Issue Log.
  • Warranty management.
  • Predictive stock keeping.
  • Direct or coordinate all aspects of after-sales projects, including investigations, engineering, procurement, repair, travel, and customer interface.
  • Monitoring and control (Conduct gate project meetings. MRB, FRB).
  • Reporting and communicating to relevant stakeholders, i.e. (customers).
  • Ensure repairs are undertaken within the contracted turnaround time.
  • Deliver the desired, predetermined profitability.
  • Ensure closure of ZOSA63 and updating of FRACAS database.
  • Conduct Gate reviews for production readiness.
  • Conduct reviews on costs, budget, and the project's technical solution.
  • Identify gaps for future/follow-up actions.
  • Create a project closure report and recommendations.
  • Form part of the Support BU Steering Committee.
  • Undertook ad hoc management tasks in line with BU vision.
  • Executive special projects as directed by the Line Manager.
  • Functional leadership of the project employees, coordination and management of the deployment of employees from other organisational units.

Junior Project Manager

HENSOLDT Optronics (Pty) Ltd
01.2020 - 01.2022
  • Manage projects created within the Business Unit by managing diversified teams and stakeholders.
  • Serve external and internal customer requirements to achieve profitability and superior services.
  • Managing project costs, schedules, and technical quality.
  • Lead project teams and ensure collaborative effort amongst functional business departments.
  • Manage sales to achieve the organisation's revenue targets.
  • Manage the interface between production, industrialisation, and engineering, following the company value chain and improving efficiency.
  • Develop: Business proposals, offers and bid documentation.
  • Business plans.
  • Order acceptance documentation.
  • Understanding and analysing requirements.
  • Assessing the technical viability feasibility with cost, schedule and at the required quality.
  • Process customer purchase order and create RMA.
  • Professionally manage customer communication.
  • Coordinate project kick‐offs with relevant stakeholders.
  • Initiate import/export permits and customer returns process.
  • WBSE generation.
  • Reporting/escalation in case of cost/schedule overrun.
  • Resource planning.
  • Ensuring adherence to the assigned budget based on the offer to the customer/sponsor.
  • Scheduling (develop WBS, Gantt charts, etc.), including timeously updating applicable dashboards.
  • Create a Risk Log and Issue Log.
  • Warranty management.
  • Predictive stock keeping.
  • Direct or coordinate all aspects of after-sales projects, including investigations, engineering, procurement, repair, travel, and customer interface.
  • Monitoring and control (Conduct gate project meetings. MRB, FRB).
  • Reporting and communicating to relevant stakeholders, i.e. (customers).
  • Ensure repairs are undertaken within the contracted turnaround time.
  • Deliver the desired, predetermined profitability.
  • Ensure closure of ZOSA63 and updating of FRACAS database.
  • Conduct Gate reviews for production readiness.
  • Conduct reviews on costs, budget, and the project's technical solution.
  • Identify gaps for future/follow-up actions.
  • Create a project closure report and recommendations.
  • Form part of the Support BU Steering Committee.
  • Undertook ad hoc management tasks in line with BU vision.
  • Executive special projects as directed by the Line Manager.
  • Functional leadership of the project employees, coordination and management of the deployment of employees from other organisational units.

Arms Control Officer and Shipping Administrator

HENSOLDT Optronics (Pty) Ltd
01.2018 - 01.2020
  • Packaging: Packed according to acceptable standards in suitable or specified containers.
  • The container's contents must be verified against the shipping documents, which must, in turn, conform to the contractual requirements.
  • After packaging, the containers are labelled according to the correct consignee and are then ready for dispatch.
  • Export Processing: Determine type of Export: Permanent or Temporary Export.
  • Verify the actual content to be exported against the shipping documentation.
  • Obtain Export Permit if required.
  • Register Export: A clearing instruction is created with the incoterms, weight and dimensions, packing type, commodity code, etc.
  • Pack and Label: Provide the Clearing and Forwarding Agent with the shipping documentation.
  • Arrange for Collection of Cargo and Issuing of Airway Bill.
  • Receipt and Registering of Custom Documentation in SAP.
  • Link shipping documentation to the shipping reference number in SAP.
  • Email the shipping advice to the customer/supplier.
  • Import Processing: Receive Import Notification from supplier, courier or freight forwarder.
  • Compare the invoice with the relevant purchase order, rework order or loan agreement information.
  • Determine if any Permits are required.
  • Link Permits to relevant order in SAP.
  • Create delivery note.
  • Provide Import Clearing Instructions to the Agent.
  • Receipt of delivered cargo: Confirm cargo receipt and documentation match.
  • Notify Applicable Party of Receipt of Cargo.
  • Register the customs documentation in SAP.
  • Link shipping documentation to shipping reference number in SAP.
  • Invoice Procedure: Check all charges according to the rate structure.
  • Once all charges are verified, they will be registered on SAP.
  • Forwarded to the finance department for payment processing.

Arms Control Officer

HENSOLDT Optronics (Pty) Ltd
07.2012 - 01.2020
  • Ensure full company adherence to SA Arms Control regulations.
  • Manage and report permit status using the SAP Permit Module. (Excel and SAP)
  • Identify and immediately report any non-compliance.
  • Ensure effective permit report of any non-compliance.
  • Effective record keeping of all transactions on an auditable basis (Excel and SAP).
  • Interaction and relationship building with key internal stakeholders (e.g. management, project managers, marketers).
  • Dealing with SAP consultants to create and implement the Permit process.
  • Created and Maintained Import and Export Control Processes.
  • Train internal stakeholders.
  • International Export Control Classification Declarations administrative support.
  • Link between the permit control process and the shipping department.

Education

Gauteng Senior Certificate with Exemption - English: Second Language HG, Afrikaans: First Language HG, Mathematics HG, Accounting HG, Economics HG, Hotel keeping and Catering SG, Computer Studies SG

Hoërskool Waterkloof
01.2001

Certificate - Programme in Project Management

University of Pretoria (Tukkies)
01.2021

Certificate - MOS: Microsoft Office Excel 2013: Basic, Intermediate and Advanced

CTU Training Solutions
01.2016

Certificate - Programme in Business Communication

University of South Africa (UNISA)
01.2009

Baccalaureus Commercii (Bcom) - Marketing Management

University of Pretoria (Tukkies)
01.2005

Skills

  • Customer service
  • Problem-solving
  • Microsoft outlook, word, and Excel
  • Customer focused
  • Decision-making
  • Customer relations
  • Time management

Languages

Afrikaans
Bilingual or Proficient (C2)
English
Advanced (C1)

Timeline

Customer Services Manager

HENSOLDT South Africa (Pty) Ltd
01.2023 - Current

Project Manager

HENSOLDT Optronics (Pty) Ltd
01.2022 - 01.2023

Junior Project Manager

HENSOLDT Optronics (Pty) Ltd
01.2020 - 01.2022

Arms Control Officer and Shipping Administrator

HENSOLDT Optronics (Pty) Ltd
01.2018 - 01.2020

Arms Control Officer

HENSOLDT Optronics (Pty) Ltd
07.2012 - 01.2020

Certificate - Programme in Project Management

University of Pretoria (Tukkies)

Certificate - MOS: Microsoft Office Excel 2013: Basic, Intermediate and Advanced

CTU Training Solutions

Certificate - Programme in Business Communication

University of South Africa (UNISA)

Baccalaureus Commercii (Bcom) - Marketing Management

University of Pretoria (Tukkies)

Gauteng Senior Certificate with Exemption - English: Second Language HG, Afrikaans: First Language HG, Mathematics HG, Accounting HG, Economics HG, Hotel keeping and Catering SG, Computer Studies SG

Hoërskool Waterkloof

Personal Information

  • ID Number: 8302210307080
  • Date of Birth: 21 February 1983
  • Nationality: South African
  • Driving License: Code 08
  • Marital Status: Married

Academic Qualifications

Hoërskool Waterkloof, Gauteng Senior Certificate with Exemption, 2001, English: Second Language HG, Afrikaans: First Language HG, Mathematics HG, Accounting HG, Economics HG, Hotel keeping and Catering SG, Computer Studies SG, University of Pretoria (Tukkies), Certificate: Programme in Project Management, 2020-2021, Passed with distinction, Project Management Principles, Practices and Scheduling, Financial Principles and Project Cost Management, Legal Aspects for Project Managers, Project Management in the Business Context, Project Procurement and Contract Management, Project Quality Management, Project Risk Management, The People-side of Project Management, The best overall delegate, The best project plan submitted, CTU Training Solutions, Certificate: MOS: Microsoft Office Excel 2013: Basic, Intermediate and Advanced (2016), Certificate: MOS: Microsoft Office Excel 2013 Pivot Tables (2016), Certificate: MOS: Microsoft Office Excel 2013 Maximizing PivotTable (2016), Certificate: MOS Microsoft Office Excel 2013 PowerPivot (2016), University of South Africa (UNISA), Certificate: Programme in Business Communication, 2008-2009, Linguistic Ability in Business, The Communication Process in Multicultural Business Environment, Oral and written communication in Business, Internal and External Interaction in Business, University of Pretoria (Tukkies), Baccalaureus Commercii (Bcom): Marketing Management, 2002-2005, Marketing I, II, III, Business Management I, II, III, Communication Management I, II, III

Computer And Software Expertise - Software

  • Microsoft Excel, 1999-10-01, Advanced
  • Microsoft Word, 1999-10-01, Advanced
  • Microsoft Visio, 2007-10-01, Basic
  • Microsoft Power Point, 2000-10-01, Basic
  • Microsoft Outlook, 2005-10-01, Intermediate
  • Microsoft Projects, 2020-10-01, Basic
  • Qmuzik, 2005-10-01 to 2010-10-01, Basic
  • SAP, 2007-10-01, Intermediate
  • Lotus Notes, 2010-10-01 to 2013-10-01, Basic

Previous Employment Experience

  • HENSOLDT South Africa (Pty) Ltd, Customer Services Manager, 2023-01-01, Current, SERVICE MANAGEMENT, PLANNING, REPORTING, PROCESS MANAGEMENT, KEY ACCOUNT MANAGEMENT, BUSINESS MANAGEMENT, TECHNICAL, GENERAL
  • HENSOLDT Optronics (Pty) Ltd, Project Manager, 2022-01-01, 2023-01-01
  • HENSOLDT Optronics (Pty) Ltd, Junior Project Manager, 2020-01-01, 2022-01-01
  • HENSOLDT Optronics (Pty) Ltd, Shipping Administrator, 2018-01-01, 2020-01-01
  • HENSOLDT Optronics (Pty) Ltd, Arms Control Officer, 2012-07-01, 2020-01-01
  • Palet Kleuterskool (Nursery), Teacher Assistant for ages 2 to 3 years, 2010-08-01, 2012-06-30
  • Carl Zeiss Optronics, Arms Control Officer, 2007-11-01, 2010-03-31
  • Denel Optronics, Configuration Officer, 2007-06-01, 2007-10-31

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Jeanette Odendal