ODETTE CONSTANCE Baker
Sales Supp. Specialist-Customer Support /Procurement Department
Boksburg
Summary
Dynamic procurement specialist with 8 years at ABB, specilise at enhancing customer satisfaction and reducing costs through strategic sourcing and effective problem-solving. Proven ability to streamline processes and improve supplier performance, while fostering teamwork and collaboration across departments. Committed to driving operational excellence and sustainability in Customer Support and Procurement Specialist
Overview
29
29
years of professional experience
Work History
Customer Support/Procurement
ABB
06.2022 - Current
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Restructured customer service process, ensuring quicker response times.
- Negotiated with suppliers to reduce material costs, improving profit margins.
- Daily PR to PO conversion.
- Creating PO's for products purchased from Global Internal Factories. (Core purchasing function.)
- Overseeing all imports, import documents for my Purchase orders
- Implemented supplier performance scorecards, improving on-time delivery from
- Results-oriented Procurement Specialist with 4 years of experience in sourcing, supplier negotiations, and contract management.
- Proven track record of reducing procurement costs.
- Improving supplier performance, and ensuring compliance with global procurement policies.
- Adept at collaborating with cross-functional teams to support operational excellence and sustainability goals.
- Seeking to contribute procurement expertise to ABB’s mission of driving innovation in motion performance, and ensuring compliance with global procurement policies. procurement expertise to ABB’s mission of driving innovation in motion
- Strategic Sourcing & Category Management
- Supplier Relationship & Performance Management
- Contract Negotiation & Compliance
- Cost Reduction & Value Engineering
- ERP & Procurement Systems (SAP, Oracle, Jaggar,Ariba,Coupa)
- Global Supply Chain Coordination
- Risk Assessment & Mitigation
- Sustainability & Ethical Sourcing
Sales Supp. Specialist-customer Support Specialist
ABB
10.2018 - Current
- . Provide internal and external customer support (geotechnical order assistance, payment –related assistance) and coordinate with relevant resources to have complete case ownership and to increase customer satisfaction.
- Main Accountability:
Customer assistance –ensures the resolution of customer issues (orders, technical, payment) by coordinating with sales, operations, supply chain management and other internal and /or external teams. Coordinates resolution with after sales service and /or spare parts teams. - Customer requests-recommends appropriate solutions for customer requests and coordinates with related teams to ensure the complete handling of the request (reproduction capability and scheduling, resourcing, price, invoice) is in place
- Customer relations –proactively informs customers about issue status based on inputs, clarifies any questions, insures a positive customer experience.
- Data analysis –prepares and analyses statics (egg, forecast) using valuable tools and collecting relevant information
- Sap-sales order processing
- Purchasing materials according to required technical specifications, price, delivery schedule and terms, negotiating with main suppliers and periodi-cally renewing price lists, terms, and conditions
- Initiating purchase orders according to the purchase requisitions and in alignment with standard procedures
- Overseeing supplier performance (on-time delivery, quality, lead time) and resolving performance issues
- Identifying and qualifying new suppliers together with supplier quality and engineering specialists
- Aligning supplier orders with customer requirements in terms of content, quality, delivery, sustainability, and price.
- Operationalized and ensure complaint trade process, i.e., verify and ensure correct documentation before shipping and validation with agencies, customs, brokers, representant; following shipping process; monitor the re-lease from customs ensuring a fully compliant process; follow delivery of good to ABB or customers; financial logistic control (payment to supplier (CIT), payment of fees, brokers)"
- Receive local, import, and export documents (purchase orders, sales order, packing list, product declaration, etc.) and analyses if they are compliant with ABB Global and local trade rules.
- Coordinate with Brokers, carrier, and freight forwarders the issue of all documents (import licenses, origin certificates, commercial invoices, bill of lading ,etc.).
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
- Coordinated with IT department to upgrade cybersecurity measures, safeguarding company data.
- Implemented customer feedback system to inform product development.
- Improved team collaboration by initiating regular strategy meetings.
Breakdown Coordinator
Volvo Trucks and BUS
09.2011 - 06.2017
- Contributed to the development of standard operating procedures for the Breakdown Coordinator role, ensuring consistency in approach and methodology across the team.
- Provided ongoing support to field technicians during breakdown events, offering guidance and troubleshooting assistance as needed.
- Maintained up-to-date knowledge of industry best practices in equipment maintenance and repair, utilizing this expertise to guide decision-making during breakdown events.
- Reduced downtime for clients by efficiently prioritizing breakdowns based on criticality and potential impact on business operations.
- Logging of domestic and cross border breakdowns
• Logged breakdowns for all Renault’s trucks, ud-nissan trucks, PentaBabcock generator and Volvo Bus and Trucks for customer calling to the call centre.
• Coordinator breakdowns for Renaults trucks, ud-nissan trucks, Penta-Babcock generator and Volvo Bus and Trucks customer.
• Establish whether contractual commitments exist relative to vehicle breakdowns.
• Follow up cross border and domestic breakdowns
• Providing customers feedback on the cross-border breakdowns in terms of part quotes, cause of breakdowns caused, time frame to fix breakdown.
• Sorting of admin queries for all workshops and customers related to us breakdowns.
• Reported all breakdown cases logged to different workshops foreman’s or mechanics on duty
• Report breakdowns to mechanics and electricians on shifted.
• Despatch mechanics and electricians to breakdowns and follow up until product is repaired
• Interact with customers to provide information in response to inquiries about products and services of Volvo group.
• The coordinator asks the mechanic or auto electrician every 2 hours for feedback on the progress of breakdown and informed the customer
• The coordinator takes owner ship of the cases logged on system queries and other problems
Resolve complaints about breakdown and parts cases
• Maintain a proactive professional approach with customers and employees
• Apply knowledge of understanding the operational strategies and objectives in the environment for all brands contacting the call centre.
• Take owner ship of calls logged and a shift captain on every shift.
• Work in Parts systems and vehicle chassis systems is GDS (Goods distribution centre and VFO5 and Fusion.
Responsible for the wellbeing of department and all wellbeing of Johannesburg US.
Workshop Assistant
Tosas
01.2010 - 12.2011
- Collaborated with workshop members to ensure smooth workflow and effective communication.
- Supported training initiatives for new employees, helping them acclimate quickly to their roles within the workshop setting.
- Maintained accurate inventory records, ensuring materials were readily available for project completion.
- Captured all admin documents on Excel and filing of all updated documents
• Create and opened and captured requisitions on Syspro for workshop stock
• Processed GRN (Goods Received Notes) on Syspro and Pragma forward to creditors
• Dealt with outstanding and not paid invoices or jobs for the workshop
• Opened, updated, and closed work orders on Pragma of all work done by the artisans and all parts bought for the fleet
• Create invoices for all job cards on sap
• Sorted out supply’s accounts with concerns to their invoices and payments
• Dealing with customer queries and sorting out unpaid invoices
• Filling job cards and filling processed GRN for the creditors
• Created requisitions and send buyer to approve.
• Printed requisitions and GRN processed them to hand them over to creditors for payments
• Order the Ppe for the technicians for the office and office ordering
Assistant Team Leader
South African Airways
08.1997 - 12.2007
- Worked with customer service to handle escalated customer issues.
- Organized weekly team meetings to discuss projects, share updates, and address any challenges faced by the team.
- Worked with customer service representatives to handle escalated customer issues.
- Enhanced team performance by implementing efficient work processes and providing constructive feedback.
- Create reservations for the call centre airline booking tickets for airlines
• Helped travel agents and other airline with their ticketed fares
• Booked international tickets and international fares
• Checked booking of air tickets and booking of specialised itinerary’s
• Rendered customer service over the phone and for all cargo clients
• Booked domestic and international fares booking
• Marketed the loyalty program to new customers
• Arranged baggage and upgraded of all classes for subject to space or firm
• Dealt with revenue management for all waitlisted tickets
• Authorize the free baggage claims and the free extra seat allocations with a free order.
• Registered new accounts for loyalty program & create monthly accounts for frequent freighter customers.
• printed and sent out all invoice monthly to customers by post
• Checked in customers at the airport and reconstructing the international fares.
Education
No Degree - SOCIAL WORK,PSYCHOLOGY
UJ
GAUTENG 04.2001 -
No Degree - BA Health Sciences And Social Services
UNISA DISTANCE LEARNING
GAUTENG 04.2001 -
SHORT PROGRAMME IN PAYROLL ADMINISTRATION
DAMELIN BOKSBURG
04.2001 -
No Degree - Human Resources Management
Allenby
Midrand, South Africa 04.2001 -
Skills
Friendly, positive attitude
Teamwork and collaboration
Computer skills
Customer service
Microsoft office
Problem-solving
Time management
Flexible and adaptable
Multitasking
Calm under pressure
Organization and time management
Verbal communication
Supervision and leadership
Excellent communication
Trainer
Qua
Accomplishments
- Achieved increase in customer bookings by introducing frequent cargo freighter new software booking system
- Achieved to create my own travel packages .
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop driver tracking spreadsheets.
Timeline
Customer Support/Procurement
ABB
06.2022 - Current
Sales Supp. Specialist-customer Support Specialist
ABB
10.2018 - Current
Breakdown Coordinator
Volvo Trucks and BUS
09.2011 - 06.2017
Workshop Assistant
Tosas
01.2010 - 12.2011
No Degree - SOCIAL WORK,PSYCHOLOGY
UJ
04.2001 -
No Degree - BA Health Sciences And Social Services
UNISA DISTANCE LEARNING
04.2001 -
SHORT PROGRAMME IN PAYROLL ADMINISTRATION
DAMELIN BOKSBURG
04.2001 -
No Degree - Human Resources Management
Allenby
04.2001 -
Assistant Team Leader
South African Airways
08.1997 - 12.2007