Summary
Overview
Work History
Education
Skills
Other certification
Attributes
Timeline
Generic

Khangweleni Xoliswa Kelane

.
Ridgeway Mondeor

Summary

Seasoned professional with 10+ years of experience in the manufacturing, transportation and Ecommerce sector. Skilled in logistics, stock replenishment and high focus in customer satisfaction both internally and externally. Proven track record of reducing costs, improving efficiency and leading successful projects. Achieved the creation of a transporter Service Level Agreement (SLA) document in 2023 that clearly indicates the responsibilities between involved stakeholders that has improved the quality of business processes.

Overview

11
11
years of professional experience

Work History

Sales Administrator

Frigoglass South Africa
09.2022 - Current
  • Support in fulfilling customer needs by ensuring that sales and logistics processes are implemented promptly and efficiently
  • Daily preparation of sales report with daily update of dispatching plan, stock list, SOF tracking list and manufacturing tracking report
  • Daily monitoring of demand planning tool (IBP) to ensure forecast accuracy.
  • Prepare purchase requisitions for Import coolers and maintaining status of requisition to its fulfillment as a final purchase order
  • Ensuring that customer orders are executed correctly on the ERP system by maintaining correct PCD, price, customer information and due date
  • Weekly alignment meeting with KAMs to ensure that all manufacturing focal points have sufficient visibility and coverage of client demand
  • Prioritize inspection of coolers for export countries by engaging with 3rd party service provider to ensure correct export documents are received timely
  • Preparing of the weekly transport order list / dispatching schedule and manage third party logistics providers (3PL) to ensure service delivery aligns with the requirements
  • Track inventory by monitoring production level and recording of daily stock movement in sales
  • Preparing of logistics paperwork i.e. waybills, commercial invoice, packing list, COCs, etc.
  • Recording of customer complaints in relevant CRM system and ensure all details relating to the complaint and clearly identified
  • Ensuring credit notes and debit notes are processed correctly and timely on customer's account
  • Ensuring that stock replenishment orders placed with OEM meet the organization standard agreed purchase prices and correct trading terms
  • Maintaining confidentiality on company sensitive information
  • Ensuring effective and accurate capturing of Sales budgets and forecasts into HFM per communicated deadlines
  • Yearly calculations of the MYA and FOC for relevant customers and preparing all relevant documentation to initiate the process
  • Collaborate with other departments (i.e. technical, finance, supply chain, warehouse.) to maximize efficiency.
  • Attend to all other administrative critical functions

Customer Service Agent

Bidorbuy
08.2021 - 08.2022
  • Write and edit product content that will be published on e-Commerce websites/portals
  • Set buyer and seller standards for all new product listings and content creation.
  • Working effectively with other departments, such as planning, quality department and warehousing.
  • Weekly meeting with product management, graphics, marketing teams to provide updated content that will be shared across e-Commerce platforms
  • Provide support in areas of Media Marketing, Email Marketing, Keyword Research.
  • Identify best practices regarding inventory, pre-orders, and pricing policies.
  • Monitor changes in product sales by using web analytics
  • Maintain and update the e-commerce CRM tool, ensuring a seamless and user-friendly online shopping experience for customers.
  • Utilize industry best practices, emerging technologies, and digital marketing techniques to optimize the e-commerce website's performance.
  • Analyze data, including web analytics and customer insights, to identify areas for improvement and implement strategies to enhance the customer experience and increase sales.
  • Manage customer service inquiries ensuring high customer satisfaction
  • Develop strong relationships with key stakeholders such as suppliers to maintain continued business
  • Monitor and respond to customer feedback, reviews, and ratings to maintain a positive brand image
  • Prepare regular reports on the performance of the e-commerce platform, including key metrics, sales trends, customer behavior, and campaign effectiveness.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.

Customer Service Administrator

Federal Mogul Incorporated
09.2018 - 04.2021
  • Providing commercial and operational support to the manufacturing and sales teams by coordinating, liaising with customers, principals and colleagues and handling all key internal sales administrational responsibilities for the company ensuring that customers expectations are met at all times.
  • Creating dispatch notes and order acknowledgements and invoicing customers.
  • Strong customer service skills, with the ability to handle inquiries and resolve issues.
  • Working effectively with other departments, such as planning and inventory, production, qc department and warehousing.
  • Receiving, processing and monitoring customer orders and manufacturing orders.
  • Capturing sales orders and following up on deliveries.
  • Keeping track of customer priorities.
  • Accurately defining and maintaining customer and product data on the ERP system.
  • Liaising and assisting customers with orders, back-orders queries and following up, both on email and telephonically.
  • Liaising with operations and planning department to track client order completion.
  • Following up on daily reports for stock and deliveries.
  • Liaising with customers and external sales representatives on a daily basis to update them on the progress of orders and to ensure customer requirements are fulfilled.
  • Coordinating with external sales representatives to satisfy customer requirements.
  • Liaising with production planning and warehousing regarding any queries and costing on products related to stock holding.
  • Ensuring that all customer complaints, issues and queries reach a successful and appropriate conclusion, including account queries.
  • Updating customers on shipment details on a regular basis.
  • Monitored customer feedback channels to identify trends or recurring issues that require attention from the management team.

Customer Contact Center Agent

Total South Africa
11.2014 - 08.2018


  • Placing of fuel and lubricant orders in the SAP ERP system
  • Handling customer complaints by using the CRM tool and ensure resolution to customer requests
  • Capturing of all sales orders in Salesforce ticket system
  • Providing information to customers on fuel capacity at depots, loading tankers and lubricants stock
  • Providing new business information such as franchise opportunity and new service station business
  • Gathering information from logistics and dispatch and informing fuel depots regarding deliveries.
  • Work closely with the finance team to ensure release of customer orders and allow for transportation loading
  • Assist forecourt petrol attendants' inquiries such and pump resetting, nozzle issues and fuel card.
  • Ensuring that service stations are notified of marketing specials and prepare marketing material to be shared with participating outlets
  • Communicating with forwarders and efficiently handle the delivery process to ensure delivery of goods to the final depot
  • Tracking of tankers on a live system and providing timely delivery status to depots
  • Preparing the relevant documents for the export orders
  • Daily monitoring of bitumen orders on the M2North Toyota order portal
  • Regular meeting with the supervisor to get updates on the progress of the team and implementation to improve
  • Analyze stats daily of work completed on the previous day to improve current day.
  • Assign technicians to attend to pumps, fuel contamination and CCTV and back-office inquiries
  • Remote assistance to all service stations if required.
  • Johannesburg, GP
  • Contributed to increased sales revenue by upselling products and services when appropriate during customer interactions.
  • Participated in ongoing training programs to stay current on product offerings, industry trends, and company updates.
  • Exceeded performance metrics consistently, showcasing dedication to providing excellent customer service.

Education

NQF 7 Bachelor Of Commerce - International Supply chain Management

IMM Graduate School

NQF 5 National Higher certificate - Supply Chain Management

Mancosa

Grade 12 - Umalusi National Senior Certificate

Bedford View High School

Skills

  • ERP systems (Forward, SAP, WMS)
  • Internal and external customer satisfaction
  • Logistics Import and export
  • Warehouse stock level analysis

Other certification

  • Robertson's Cargo Consultancy, NQF 3 SETA International commercial terms, 2020
  • Business Optimization Training, NQF 4 SETA National support Customer service excellence, 2021
  • Sage university, Microsoft training MET-Microsoft excel – excel on steroids, 2019
  • Production Management Institute, NQF 2 National Support Contact Centre support, 2016

Attributes

  • Excellent verbal and written communication
  • Proactively contribute to good team atmosphere
  • Confident decision making and sound judgement
  • High level of organisational skills and strong planning
  • Upholding business standards and professional integrity

Timeline

Sales Administrator

Frigoglass South Africa
09.2022 - Current

Customer Service Agent

Bidorbuy
08.2021 - 08.2022

Customer Service Administrator

Federal Mogul Incorporated
09.2018 - 04.2021

Customer Contact Center Agent

Total South Africa
11.2014 - 08.2018

NQF 5 National Higher certificate - Supply Chain Management

Mancosa

Grade 12 - Umalusi National Senior Certificate

Bedford View High School

NQF 7 Bachelor Of Commerce - International Supply chain Management

IMM Graduate School

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