THABANG MTSHALI

As a Client Communication Specialist, I serve as the bridge between our clients and internal teams, ensuring every interaction is handled with professionalism, clarity, and care. My role blends strategic communication with operational support, contributing directly to customer satisfaction and business growth.

Major Duties:

• Manage inbound and outbound client communications via email, phone, and messaging platforms.
• Draft and respond to professional correspondence with suppliers, clients, and partners—locally and internationally.
• Coordinate order processing, delivery timelines, and follow-ups to ensure smooth transactions.
• Maintain accurate records of client interactions, quotations, and purchase orders.
• Collaborate with logistics and sales teams to resolve queries and ensure client needs are met promptly.
• Uphold the company’s reputation through warm, respectful, and solution-oriented communication.

Key Successes:

• Strengthened client relationships through consistent, personalized follow-ups and clear messaging.
• Played a key role in securing repeat business from high-value clients by ensuring seamless communication and service.
• Developed a signature messaging style that reflects the company’s values of professionalism and kindness.
• Supported cross-border supplier negotiations with clear, culturally sensitive communication.
• Contributed to improved turnaround times on client queries and order confirmations.

Highlighted Projects:

• Spearheaded a client engagement initiative that increased satisfaction scores and reduced response delays.
• Assisted in refining the company’s email templates and communication protocols for better clarity and tone.
• Played a supporting role in onboarding new international suppliers, ensuring smooth documentation and correspondence.

• MONITORING PRE-DELIVERY LOADING PROCEDURES BY:
• Ensuring cargo received from the customer agrees with customer invoice/waybill
• Checking of cargo against a specific invoice
• Signing for receipt of cargo
• Capturing of waybills onto Express link
• Generating and printing Triton waybills and stickers
• Generating manifest
• Closing off and generate-; back – stamp file for client.
• Handling and resolving all invoice and waybill related queries on behalf of the client
• Filing of client’s invoices
• Ensuring that all goods are packed according to correct destination.
• Assisting with the sorting of waybills according to route requirements
• Identifying cargo in terms of damages, shortages, type and verifying waybills against cargo stickers
• Loading and off-loading goods on the vehicles
• Assisting clients with any queries
• MONITORING VEHICLE DEBRIEFING/ OFF-LOADING PROCEDURES BY:
• Offloading of in-house cargo received at the Triton depot
• Directing parcels sorting into destination area or location
• Verifying waybill against parcel and parcel stickers
• Scanning parcels into Freightware by waybills and submitting to data capturers
• Checking scanning on system
• Verifying documentation in terms of signatures, waybill no’s
• Debrief C&D vehicles (scanning out on del, collection debrief and collect POD’S)
• Assist with loading/offloading processes of Line haul (L/H)
• Every alternate Saturday to be on duty
• Drive forklift when required (at depot and on site)

• Ensured timely delivery of client orders.
• Keeping communication and facilitating a close working relationship between clients and company
• Use navigation systems and knowledge of areas to deliver packages to customers on time.
• Interact with customers in a professional manner. Reviewing orders before and after delivery to ensure that orders are complete, the charges are correct, and the customer is satisfied.
• Assisting with loading and off-loading items from vehicle. Complete daily maintenance checks on delivery van and notify manager of any issues. Maintain electronic logs to track routes and deliveries.
• Secured sales by maintaining regular communication with clients and discussing their drilling equipment needs.
• Ensured delivery of monthly specials and current information to clients through email and WhatsApp.
• Maintain a business relationship with clients Follow up on payments/ outstanding invoices until full payment is received.

• Assembling products: Putting together components based on detailed instructions.
• Operating machinery: Using tools or machines to perform tasks efficiently and safely.
• Quality control: Checking items for defects and ensuring they meet standards.
• Maintaining workspace: Keeping the area clean and organized, following safety protocols.
• Team collaboration: Working alongside others to meet production goals and deadlines.