Summary
Overview
Work History
Education
Skills
Timeline
Pontsho Hlongwane

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

University of Capetown , Capetown
11.2020

Certificate - Road Transport Management

University of Johannesburg , Johannesburg
12.2013

Information Systems -

Collage Campus , Johannesburg
12.2001

High School Diploma - High School Diploma

Riverside High School , Vereeniging
12.1999

Skills

eCommerce Customer Support (Order Tracking, Refunds, Returns, Claims)

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

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Pontsho Hlongwane Specialist Customer Service