Pontsho Hlongwane
Specialist Customer Service
Capetown
Summary
Experienced Customer Service and Export Logistics Specialistwith over 10 years of expertise in order management, eCommerce customer support, and supply chain coordination. Adept at handling end-to-end online order processes, managing customer escalations, and collaborating with 3rd party vendors, couriers, and warehousesto ensure seamless service delivery. Skilled in SAP, JDE, EDI, and Microsoft Office, with a proven ability to drive customer satisfaction, resolve complex queries, and enhance operational efficiency in fast-paced, high-pressure environments. Passionate about delivering exceptional customer experiences and contributing to the success of global brands.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Kenvue
07.2019 - 09.2024
- Delivered monthly reports and KPI tracking, driving service improvementsManaged distributor and customer orders in SAP, resolving IDOC/EDI issues to prevent delays.
Handled escalated complaints and service queries within strict turnaround times.
Coordinated with logistics, warehouses, and freight partners to ensure timely deliveries.
Processed proforma invoices, refunds, and return approvals in line with company policy.
Supported cross-functional teams (Sales, Finance, Regulatory, Warehouse) to streamline order management. - Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
BIC
07.2016 - 06.2019
- Oversaw multi-country exports, ensuring compliance and accurate documentation.
- Coordinated shipments with logistics and warehouse teams to meet delivery deadlines.
- Handled customer queries and escalations across phone, email, and direct communication.
- Processed staff sales and supported wider customer service team initiatives.
Customer Relationship Consultant
Danone
08.2013 - 06.2016
- Guided junior team members to enhance communication skills and boost productivity in managing client inquiries.
- Boosted customer satisfaction through effective problem-solving.
- Coordinated successful promotional events to increase brand awareness and drive new customer acquisitions.
- Boosted sales revenue by identifying up-selling opportunities while maintaining a strong focus on customer needs.
- First point of contact for customer queries, complaints, and escalations.
Managed order capturing, stock allocation, pricing validation, and delivery tracking.
Monitored KPIs and service performance, reporting on trends and areas for improvement.
Worked with IT and EDI providers to resolve order transmission issues.
Customer Service Representative
AVI
05.2012 - 07.2013
- Managed escalated calls effectively, achieving satisfactory outcomes for customers and the company.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Captured and validated customer orders, discounts, and pricing.
Coordinated with warehouse and logistics for on-time deliveries.
Provided tier-2 support for escalated customer complaints.
Buying Department Administrator
Maxidor
10.2011 - 04.2012
- Managed supplier invoices and inventory via Pastel.
- Oversaw purchase order processing and upheld accuracy in procurement files.
Education
Certificate Of Technical Studies - Data Analysis
11.2020
Certificate - Road Transport Management
12.2013
Information Systems -
12.2001
High School Diploma - High School Diploma
12.1999
Skills
eCommerce Customer Support (Order Tracking, Refunds, Returns, Claims)
Call Centre & Escalation Handling
SAP Order Processing & IDOC/EDI Monitoring
Courier, Warehouse & Vendor Relationship Management
Complaint Resolution & Ombudsman Support
SLA & KPI Performance Monitoring
Social Media Query Resolution Support
Documentation Compliance (Invoices, Permits, Returns)
Microsoft Office Suite (Excel, Word, Outlook)
Strong Communication & Conflict Management
Customer Experience Enhancement
Timeline
Customer Service Representative - Kenvue
07.2019 - 09.2024
Customer Service Representative - BIC
07.2016 - 06.2019
Customer Relationship Consultant - Danone
08.2013 - 06.2016
Customer Service Representative - AVI
05.2012 - 07.2013
Buying Department Administrator - Maxidor
10.2011 - 04.2012
University of Capetown - Certificate Of Technical Studies, Data Analysis
University of Johannesburg - Certificate, Road Transport Management
Collage Campus - Information Systems ,
Riverside High School - High School Diploma, High School Diploma