Summary
Overview
Work History
Education
Skills
Nee
Telephone Numbers
Personal Information
Timeline
Generic
Trudy Webster

Trudy Webster

Customer Relations Manager - Middle East And West Africa
Randburg

Summary

Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.

Overview

34
34
years of professional experience
1
1
Language

Work History

Customer Relations Manager

FLSmidth South Africa (Pty) Ltd
Roodepoort
11.2024 - Current
  • Manage a team of 5 Customer Relations Representatives who are responsible for 25 Key Customers.
  • Enhance customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Implement effective communication strategies for better understanding of customer needs and expectations.
  • Manage customer relations on ongoing basis to maximize customer retention.
  • Handle complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Develop strong relationships with key clients, resulting in increased loyalty and repeat business.
  • Organize regular meetings with stakeholders across departments, ensuring alignment on goals related to improving the overall client experience journey.
  • Assist with conflict resolution during partnership negotiations and acquisitions.
  • Liaise between customers and organization with particular focus on working with sales department.
  • Foster a culture of customer-centric thinking within the organization, driving teams to prioritize client needs and expectations in all decision-making processes.
  • Develop and implement standards for staff to provide consistent service to customers.
  • Streamline internal processes to improve overall efficiency in handling customer inquiries and complaints.
  • Establish performance goals for employees and provide feedback on methods for reaching those milestones.

Proposals Manager - SAMESA

FLSmidth South Africa (Pty) Ltd
Roodepoort
05.2020 - 10.2024
  • Managed a team of 14 employees who did an average of 600 quotations a month with a 50% hit rate.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Controlled costs to keep business operating within budget and increase profits.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
  • Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Sales Support Manager

FLSmidth South Africa (Pty) Ltd
Roodepoort
10.2018 - 04.2020
  • Managed a Team of 9 employees who worked on 1 day turn around enquiries with an average of 500 quotations and a hit rate of 80%.
  • Increased sales revenue by implementing effective support strategies and streamlining processes for the sales team.
  • Streamlined order processing by automating routine tasks, improving accuracy, and reducing turnaround time.
  • Collaborated with cross-functional teams to ensure seamless coordination between sales, engineering, and procurement departments.
  • Reduced customer churn by proactively addressing concerns and developing tailored solutions that met client needs.
  • Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
  • Collaborated cross-functionally with headquarters, regional and other teams internationally to maintain consistent message and experience.
  • Managed a high-performing sales support team, providing guidance, mentorship, and performance evaluations to drive success.
  • Established strong relationships with key clients by regularly conducting business reviews and ensuring their needs were met throughout their customer journey.
  • Regularly communicated results from KPI tracking to senior management for informed decision-making related to resource allocation, staffing levels, or other critical initiatives impacting company growth potential.
  • Successfully managed high-stress situations, such as product shortages or major customer complaints, by coordinating resources and collaborating effectively with various teams to resolve issues promptly.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.

Supplychain Manager / Export Manager

FLSmidth South Africa (Pty) Ltd
Edenvale
05.2012 - 09.2018
  • Company Overview: Manufacturing of Screening Media for the Mining and Industrial Sector
  • Led a team of five employees, effectively managing responsibilities across Export Sales and Supply Chain functions.
  • Export Sales: Oversaw two team members handling end-to-end ("cradle to grave") export transactions, achieving a monthly quotation volume of approximately 340 with a strong hit rate of 83%.
  • Procurement: Managed three team members responsible for monthly procurement activities totaling R85 million, ensuring efficiency, cost-effectiveness, and alignment with business objectives.
  • Accomplished multiple tasks within established timeframes.
  • Managed and motivated employees to be productive and engaged in work.
  • Controlled costs to keep business operating within budget and increase profits.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
  • Achieved significant cost savings by renegotiating contracts with key vendors, without compromising service quality.
  • Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
  • Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
  • Established team priorities, maintained schedules and monitored performance.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Negotiated favorable contract terms to maximize profit margins while maintaining high-quality standards.
  • Designed export strategies to meet project delivery requirements.
  • Coordinated sales forecasts and inventory management to ensure adequate stock levels for prompt fulfillment of customer orders.
  • Streamlined export processes, reducing operational costs and improving efficiency.
  • Optimized supply chain operations by collaborating closely with suppliers, carriers, freight forwarders, customs brokers, and other key stakeholders involved in the export process.

Import / Export Manager

UBS International / WACA Imports
Johannesburg
06.2008 - 04.2012
  • Company Overview: Imports and Exports and Local Stockists of Ceiling and Partitioning Products
  • Managed approximately 100 transactions a month which included quotations, orders and shipping.
  • Streamlined import-export processes by implementing efficient documentation and tracking systems.
  • Coordinated cross-functional efforts to resolve shipment issues, maintaining customer satisfaction and retention rates.
  • Ensured compliance with industry standards by staying up-to-date on changing import-export laws and regulations across multiple countries.
  • Implemented inventory control measures to reduce stock discrepancies, optimizing warehouse space utilization.
  • Collaborated closely with finance departments in managing budgets related to import-export activities while finding ways to reduce operational expenses.
  • Negotiated cost-effective contracts with freight forwarders, resulting in significant savings on shipping costs.
  • Reduced shipment delays with proactive communication between suppliers, carriers, and customers.
  • Developed tracking reports, which alleviated customer calls and boosted time savings.
  • Created and wrote up new process instructions, resulting in increased efficiency.
  • Evaluated supplier performance regularly by conducting audits and monitoring quality control measures, ensuring consistent product quality standards were met.
  • Created comprehensive contingency plans for potential disruptions in the supply chain due to natural disasters or geopolitical events, ensuring minimal impact on business operations during unforeseen circumstances.

Senior Export Administrator

BPB Gypsum (Pty) Ltd
Germiston
06.2005 - 05.2008
  • Company Overview: Manufacturing of Ceiling and Partitioning Products
  • Was responsible for 17 key customers who generated a revenue of approximately R35 million a month in sales.
  • Developed strong knowledge of specific market requirements and cultural nuances through research and analysis before exporting products into new territories.
  • Trained and mentored junior staff members in export administration processes, contributing to the overall productivity and efficiency of the team.
  • Developed expertise in international trade regulations by attending industry conferences and seminars regularly.
  • Managed relationships with freight forwarders, carriers, and brokers to negotiate competitive rates and service levels.
  • Maintained comprehensive records of all export transactions, supporting company audits and regulatory inquiries.
  • Increased customer satisfaction through timely communication and accurate tracking of international shipments.
  • Strengthened teamwork between internal departments such as purchasing, finance, marketing, warehousing through effective communication.
  • Collaborated with sales teams to ensure proper product classification, pricing, and delivery schedules.
  • Evaluated performance metrics of transportation partners, driving continuous improvement initiatives for enhanced supply chain efficiency.
  • Provided exceptional customer support, addressing inquiries related to order status, shipping timelines, or any other concerns promptly and professionally.
  • Streamlined export processes by implementing efficient administrative procedures and documentation.
  • Responded to customer inquiries and resolved complaints, establishing trust and increase satisfaction.
  • Maintained open communication with global locations to facilitate smooth collaboration.
  • Prepared accurate cost estimates for international shipments to provide clients with exact fees and information.
  • Negotiated with carriers to secure best possible rates for clients and control costs.
  • Enhanced export compliance by ensuring adherence to all applicable regulations, laws, and policies.
  • Kept abreast of changes in international trade regulations that could impact the company''s export business strategy or operations.
  • Provided tracking information to enable clients to monitor progress of shipments.

Senior Export Administrator

E. Snell & Co. Ltd
Isando
01.2003 - 05.2005
  • Company Overview: Manufacturing of Alcoholic Beverages
  • Responsible for Export Administration of approximately 15 shipments a week.
  • Developed expertise in international trade regulations by attending industry conferences and seminars regularly.
  • Managed relationships with freight forwarders, carriers, and brokers to negotiate competitive rates and service levels.
  • Kept abreast of changes in international trade regulations that could impact the company''s export business strategy or operations.
  • Maintained comprehensive records of all export transactions, supporting company audits and regulatory inquiries.
  • Optimized logistics strategies for cost savings and improved efficiency in the transportation of goods.
  • Collaborated with sales teams to ensure proper product classification, pricing, and delivery schedules.
  • Exported documentation and procedures related to shipping, commodity classification and customs compliance.
  • Streamlined export processes by implementing efficient administrative procedures and documentation.
  • Facilitated smooth customs clearance by accurately preparing all necessary documentation for each shipment.
  • Responded to customer inquiries and resolved complaints, establishing trust and increase satisfaction.
  • Coordinated shipments, determining timely transport of goods from point of origin to final destination.
  • Readied bills of lading, packing lists, dock receipts and certificates of origin for each shipment.
  • Provided tracking information to enable clients to monitor progress of shipments.
  • Facilitated required documentation to manage customs clearance.
  • Reduced shipping delays by proactively addressing potential issues and coordinating with various departments.
  • Provided exceptional customer support, addressing inquiries related to order status, shipping timelines, or any other concerns promptly and professionally.

Export Documentation Executive

Self Employed
Edenvale
01.2002 - 12.2002
  • Work closely with 3 large companies by processing over 1200 customs documents monthly.
  • Ensured timely submission of required export paperwork, resulting in increased customer satisfaction levels.
  • Reduced errors in export documents by meticulously reviewing and verifying accuracy of information provided.
  • Supported development of standardized documents and templates.
  • Streamlined export documentation processes by implementing efficient organization and filing systems.
  • Maintained compliance with international trade regulations by staying current on industry updates and applying necessary changes to internal procedures.
  • Prepared and processed import and export documentation according to customs regulations, laws or procedures.
  • Researched and prepared product cost and trade compliance reviews for clients.

Import and Export Coordinator

Donn Products (Pty) Ltd
Germiston
09.1999 - 12.2001
  • Managed approximately 190 import and export transactions on a monthly basis.
  • Reduced shipment delays with proactive communication between international suppliers and transportation partners.
  • Prepared and submitted reports on import and export activity to management.
  • Streamlined import and export processes by implementing effective documentation procedures.
  • Prepared shipping documentation, maintaining compliance with Customs and international regulations.
  • Coordinated with internal teams to enable timely ordering, shipping and receipt of goods.
  • Coordinated import and export of goods for multiple clients, providing accuracy and timely delivery.
  • Provided excellent support to sales team in terms of required documentation for overseas customers, leading to higher client satisfaction levels.
  • Maintained accurate records of all import/export transactions to ensure full traceability and audit readiness.

Import Administrator

Cadac (Pty) Ltd
Roodepoort
02.1999 - 08.1999
  • Company Overview: Manufacturing and Importation of Gas Products and Camping related products
  • Streamlined import processes by implementing efficient documentation and tracking systems.
  • Implemented cost-saving measures through strategic negotiations with suppliers and transport providers on pricing structures for services rendered.
  • Assisted in the development of import policies and procedures to ensure compliance with regulatory requirements.
  • Conducted thorough audits of import records, identifying inaccuracies and implementing corrective actions as needed.
  • Collaborated with finance teams to reconcile payments and resolve discrepancies related to imports transactions.
  • Facilitated effective communication between internal departments for seamless coordination of imported goods distribution.
  • Responded to customs, customer and internal requests and notices about classification, duty rates and documentation requirements to support import regulations.
  • Developed tracking reports, which alleviated customer calls and boosted time savings.
  • Prepared and processed import according to customs regulations, laws or procedures.
  • Researched and prepared product cost and trade compliance reviews for clients.

Import Administrator

Tega Marketing (Pty) Ltd
Midrand
12.1996 - 01.1999
  • Company Overview: Exports and Imports of Chemicals and Minerals
  • Supported continuous improvement initiatives by providing insights and recommendations based on thorough analysis of import data.
  • Managed a diverse portfolio of products from multiple countries, ensuring timely delivery while adhering to quality standards and government regulations.
  • Contributed to company growth by identifying opportunities for expanding product offerings through international sourcing initiatives.
  • Streamlined import processes by implementing efficient documentation and tracking systems.
  • Maintained strong relationships with vendors, negotiating favorable rates for shipping services to minimize costs.
  • Coordinated shipments of product from country of origin to final destination by both air and land transport.
  • Coordinated company product shipments and international transactions to eliminate freight delays.
  • Created and wrote up new process instructions, resulting in increased efficiency.
  • Tracked shipments processing through customs and other agencies and obtained clearances.

Junior Export and Import Administrator

Barlow International Trading
Isando
03.1991 - 11.1996
  • Company Overview: Imports and Exports
  • Reduced shipment delays with proactive communication and coordination between suppliers, carriers, and warehouse staff.
  • Resolved shipment issues promptly by working closely with freight forwarders, maintaining customer satisfaction in the process.
  • Coordinated shipments of product from country of origin to final destination by both air and land transport.
  • Responded to customs, customer and internal requests and notices about classification, duty rates and documentation requirements to support import regulations.
  • Prepared and processed import and export documentation according to customs regulations, laws or procedures.
  • Followed SOPs with all customer account actions and data management to keep consistent service levels.

Education

Matric with Exemption -

Edenglen High School
Edenglen, South Africa.

4 Year Diploma - Export Management Diploma

SAFTO

Skills

Coaching and mentoring

Teamwork and collaboration

Customer service

Time management

Relationship building

Business analytics

Detail-oriented

Team leadership

Multitasking

Self motivation

Adaptability and flexibility

Organizational skills

Problem-solving aptitude

Nee

Allan

Telephone Numbers

082 376 1569, 010 210 5014

Personal Information

  • ID Number: 7404240087087
  • Number of Children: 3
  • Criminal Offences: None
  • Date of Birth: 04/24/14
  • Gender: Female
  • Nationality: South African
  • Driving License: Yes (Code 08)
  • Marital Status: Married
  • Religion: Christian

Timeline

Customer Relations Manager

FLSmidth South Africa (Pty) Ltd
11.2024 - Current

Proposals Manager - SAMESA

FLSmidth South Africa (Pty) Ltd
05.2020 - 10.2024

Sales Support Manager

FLSmidth South Africa (Pty) Ltd
10.2018 - 04.2020

Supplychain Manager / Export Manager

FLSmidth South Africa (Pty) Ltd
05.2012 - 09.2018

Import / Export Manager

UBS International / WACA Imports
06.2008 - 04.2012

Senior Export Administrator

BPB Gypsum (Pty) Ltd
06.2005 - 05.2008

Senior Export Administrator

E. Snell & Co. Ltd
01.2003 - 05.2005

Export Documentation Executive

Self Employed
01.2002 - 12.2002

Import and Export Coordinator

Donn Products (Pty) Ltd
09.1999 - 12.2001

Import Administrator

Cadac (Pty) Ltd
02.1999 - 08.1999

Import Administrator

Tega Marketing (Pty) Ltd
12.1996 - 01.1999

Junior Export and Import Administrator

Barlow International Trading
03.1991 - 11.1996

Matric with Exemption -

Edenglen High School

4 Year Diploma - Export Management Diploma

SAFTO

Similar Profiles

CREATE PROFILE
Trudy WebsterCustomer Relations Manager - Middle East And West Africa