Microsoft Office (Word, Excel and Powerpoint)
Mandla Baloyi
Midrand
Summary
I have over 7 years’ experience within the Medical device arena integrating quality service into the business by providing first time ideal solutions for the satisfaction of Patients, Doctors, external and internal customers. I have solid experience handling the full admin function relating to queries & order processing & ensure that filing is up to date Private Orders, Government orders, consignment orders, billings, invoices, samples and marketing orders on both JDE, Salesforce and SAP.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
Work History
I2C & WI Field Consultant
Johnson & Johnson
5 2022 - Current
- Assist hospital finance, supply chain and theatre admin stuff at the hospital premises to reconcile and recover money owed to JNJ Medical
- Preparing customer financial statements and reconciliations for hospitals in Gauteng (Charlotte Maxeke, Chris Hani Bara, Steve Biko, George Mukhari and Tembisa hospital)
- Cape Town (Groote Schuur, Tygerberg, Mitchells Plain, Khayelitsha, Maitland Cottage, Worcester and Red Cross) and East London (Cecilia Makiwane and Frere Hospital)
- 3PL engagement - POD request from Aramex, My Courier or Skynet when needed by the hospital finance or theatre
- Processing and loading of quotations on Ariba web portal for the western Cape state hospitals
- Offer face to face customer service to public sector customers and responding to customer queries
- Identify and recommend changes to existing processes to improve accuracy, efficiency, and quality service
- Build and maintain excellent customer relationships with CSSD Staff, Finance, Supply chain (Procurement)
- Persistently reach out to customers with extremely past due accounts to recover lost revenue
- Monthly reporting (Presentation to management) of revenue collected and Walking implants orders processed
- Developing close relationships with all orthopedic surgeons and allied personnel on the territory
- Make regular visits to identify customers' needs and provide solution
- Collecting outstanding debt, POD's, documentation and Order numbers for Johnson and Johnson Medical for all Walking implants cases
- Offer face to face customer service to public sector customers
- Identify and recommend changes to existing processes to improve accuracy, efficiency and quality service
- Persistently reach out to customers with extremely past due accounts to recover lost revenue
- Providing forecasts and market research information to management as and when required.
Customer Service Agent (Disputes)
Johnson & Johnson
12.2021 - 04.2022
- Actioning all queries that are cased to me via SFDC
- Processing financial credits/debits and returns
- Actioning all Getpaid queries loaded by Salesforce
- Answering incoming phone calls from customers and resolving of product or invoice related queries
- Handle the full admin function relating to queries & order processing & ensure that filing is up to date
- Ensure that all orders placed are legitimate and that all criteria are met, particularly Public Sector orders
- If there is any doubt, escalate to Department Manager immediately
- Ensure that all orders are accurately and timeously captured into AS400 to meet both customer expectations and operational cut-off times
- Strive to meet operational cost containment targets
- Ensure that all quotations are drafted timeously & accurately
- Raise CO's for any goods to be returned for credit according to work Instruction and relevant authorization levels.
Consumer Service Specialist
Coloplast Medical
03.2021 - 11.2021
- Responsible for the Direct to Consumer order processing
- Answers incoming phone calls from customers/stakeholders and perform duties including process sales orders, quotations, issue return authorizations, answer questions on products and/or services, research orders and other actions to resolve problems, and forward customer leads to the appropriate Care Team Representative
- Releases backorders following stock receipt
- Works closely with the Care Team to ensure excellent customer service
- Custodian of customer database to assist in sales forecasting for direct to consumers (DTC) business
- Assist in daily tracking of all quotations received and submitted
- Responsible for performing the analysis of the quotations tracker as directed by Management
- Ensures efficient and effective processes for sales order entry, return authorisations, credits, complaint handling, and other customer-service duties
- Assist consumers with pricing queries as per relevant approved price list
- Feeds back to the Care team if master data is missing and needs to be corrected or collected before a successful PO can be made and delivered.
Customer Service Agent (Orders)
Johnson & Johnson
05.2019 - 02.2021
- Develop customer relationships with hospitals so that revenue & purchases can be maximized, and internal sales targets met
- Develop customer relationships with hospitals so that revenue & purchases can be maximized, and internal sales targets met
- Receive and answer incoming emails and phone calls from customers as well as internal affiliates timeously & accurately capture orders onto relevant system; develop customer relationships with hospitals so that revenue & purchases can be maximized, and internal sales targets met
- Ensure that all Work Instructions/SOP's are adhered to & complied with during the process of answering customer contacts and capturing orders
- Ensure that all orders are accurately and timeously captured into AS400 to meet both customer expectations and operational cut-off times
- Handle all customer queries timeously & effectively
- Monitor, self-manage and take responsibility of department service levels and off the phone activity
- Ensure that all orders placed are legitimate and that all criteria are met, particularly Public Sector orders
- If there is any doubt, escalate to Department Manager immediately.
Customer Service Advisor
Medtronic Medical
11.2016 - 04.2019
- Accurate processing of the following orders: Private Orders, Government orders, consignment orders, billings, invoices, samples and marketing orders on both CRM and SAP
- Giving speedy response to customers regarding any queries
- General faxing and e-mailing of documentation on customer request
- Liaising with various departments and service providers
- To integrate quality into the business by ensuring that every customer contact is a Demonstration of absolute dedication towards providing first time ideal solutions for the satisfaction of customer's immediate and future needs
- To ensure that all queries are resolved within the cut-off time
- Handle and resolve client complaints i.e
- (Provide delivery information)
- Obtain and evaluate all relevant information to handle product and service inquiries
- Accurately determine customer needs through interaction with clients and ensure accurate processing thereof
- Communicate and coordinate with internal departments
- Provide feedback on the efficiency of the client service process
- Processing of all new orders as per the services level agreement
- Establish a strong and effective relationship with both internal and external customer
- Support the sales Reps towards achieving the monthly target
- Creating credit notes if required.
Warehouse Stock Admin
Servest Hygiene
07.2015 - 08.2016
- Monitor stock holding and minimum levels and order stock when required to ensure stock availability at all times (stock ordering to be done from correct suppliers at the correct prices) Completing all Cleaning orders
- Ensuring all stock receipts captured correctly, check pricing and if wrong arrange for credit notes from suppliers
- Checking stock against purchase order and invoices
- Send back-order reports
- Checking stock against purchase order and invoices
- Send back-order reports to suppliers daily
- Ensure on-time delivery of stock to all internal and external customers
- Assisting Accounts department to resolve queries
- Supervision of Warehouse staff in absence of Warehouse Manager.
Education
Some College (No Degree) - Retailing Business Management
University of Johannesburg
Johannesburg 01.2009 - 04.2012
Some College (No Degree) - Matric
Ongedacht High School
Limpopo 01.2005 - 12.2005
Skills
Operations Management
Certification
Pharmaceutical Sales 101, ACMA, 08/01/24, 08/01/24, Pharmaceutical industry goal and direct affect of the global population., History and origins of the Pharmaceutical industries., Private vs public organizations., Drivers of growth in the pharma industry (Aging population, lifestyle changes, Rise in chronic diseases and Globalization)., Drug manufacturing, Supply chain and Regulatory agencies., Pharmaceutical industry organizational structure and function., The drug development process - path to drug approval., Staying competitive., FDA Laws &Regulations Related to Pharmaceutical Industry Marketing.
Software
SAP
Sage Accpac
JD Edwards
Pastel Evolution)
Salesforce
Orderwize
Languages
English
Advanced (C1)
Tsonga
Bilingual or Proficient (C2)
Zulu
Upper intermediate (B2)
Venda
Advanced (C1)
Sotho
Upper intermediate (B2)
Sepedi
Upper intermediate (B2)
Timeline
Pharmaceutical Sales 101, ACMA, 08/01/24, 08/01/24, Pharmaceutical industry goal and direct affect of the global population., History and origins of the Pharmaceutical industries., Private vs public organizations., Drivers of growth in the pharma industry (Aging population, lifestyle changes, Rise in chronic diseases and Globalization)., Drug manufacturing, Supply chain and Regulatory agencies., Pharmaceutical industry organizational structure and function., The drug development process - path to drug approval., Staying competitive., FDA Laws &Regulations Related to Pharmaceutical Industry Marketing.
08-2024
Medical Sales Fundamentals, Udemy, 08/01/24, 09/01/24, Defining roles and responsibilities of medical sales professionals., Understand medical sales and medical device industry, Understand the role of medical sales representative in the clinical setting and in the business., Identify key selling points and stakeholders of the process., Understand the structure of a medical device company.
08-2024
Medical Device sales 101, Udemy, 08/01/24, 09/01/24, Understanding of the Medical Device Sales Industry., Understand the different types of reps and clinical selling points., Navigating the hospital and operating room selling environment., The importance of medical device rep., Sunshine Act., Basic Anatomy., Adding Value as an Associate Sales Rep.
08-2024
Integrity Selling, Johnson & Johnson, 08/01/23, 11/01/23, Building selling skills with a focus on deeply understanding your customers and developing trusted relationships that influence and advance buying decisions., Understand each customer's challenges and how they impact buying decisions., Identify needs and priorities of stakeholders., Recognize the importance of selling value beyond products and services., Learning about the customer's Behavior style., Identifying What Customers Value Most.
09-2023
Customer Service Agent (Disputes)
Johnson & Johnson
12.2021 - 04.2022
Consumer Service Specialist
Coloplast Medical
03.2021 - 11.2021
Customer Service Agent (Orders)
Johnson & Johnson
05.2019 - 02.2021
Customer Service Advisor
Medtronic Medical
11.2016 - 04.2019
Warehouse Stock Admin
Servest Hygiene
07.2015 - 08.2016
Some College (No Degree) - Retailing Business Management
University of Johannesburg
01.2009 - 04.2012
Some College (No Degree) - Matric
Ongedacht High School
01.2005 - 12.2005
I2C & WI Field Consultant
Johnson & Johnson
5 2022 - Current
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