Tshilisanani Ralushai
Customer Interaction Representative
Glen Austin
Summary
I'm a competent and proactive Customer Interaction Representative with over 10 years' experience in all aspects of customer service including call center. A team player with excellent communication skills, able to handle complaints, deliver solutions, solve problems, and build Customer loyalty. Considerable experience in order management and processing of credit notes following returns from customers or stock shortages. Also have experience in working with SAP SD, CRM, Excel and Sales force
Overview
14
14
years of professional experience
4025
4025
years of post-secondary education
Work History
Customer interaction representative
Bayer
01.2023 - Current
- Responsible for execution of the best-in-class service through effective interactions with customers to ensure customers' business needs are fulfilled and sales targets are met in partnership with the Commercial organization
- Orchestrate the service relationship, acting as primary contact for assigned customer accounts
- Analyze account history, understand the region's supply needs, help make decisions to optimize orders and product deliveries
- Provide information on orders, supply availability, timing, updates on products, programs, etc
- Reach out to customers for missing Customer Master data information to process sales orders
- Seek customer feedback to track satisfaction level and identify solutions to improve experience
- Help onboard new colleagues, provide function-specific peer-to-peer training
- Resolve any immediately addressable customer requests
- Receive requests from customers and sales team members via unstructured communication (phone, email, etc.)
- Address any immediately resolvable requests (e.g
- In order management - order entry, status check; in order fulfillment - scheduling, etc., ad-hoc - product returns, delivery complaints, etc.)
- Manage research, resolution, documentation and communication for complaints & errors
- Involve Customer Operations or other stakeholders for resolution of non-immediately resolvable requests
- Partner with Commercial /Supply Chain team
- Influence product take and delivery timing to achieve financial targets
- Provide overall business update and customer account info (e.g Availability dates, delivery forecast, targets, progress)
- Monitor customer prioritization, delivery forecast targets and support product allocation management
- Conduct training sessions and influence customers to adopt new processes, tools, and systems
- Identify and implement improvements in operational efficiency, customer experience, etc
- Check for failed orders and capture them manually where necessary
- Monitor customer prioritization, delivery forecast targets and support product allocation management
- Provide information on orders, supply availability, timing, updates on products, programs, etc
- Support team members when they are overwhelmed or in their absence
- Send out back-order report to commercial team weekly
- Send out sales invoice listing report to commercial team weekly
- Opening of new accounts
- Involve Customer Operations for resolution of non-immediately resolvable requests
- Reach out to customers for missing Customer Master data information to process sales orders
Customer service representative
Philip Morris South Africa
04.2014 - 12.2022
- Responsible for servicing the needs of Philip Morris customers, particularly the processing of Credit Notes where necessary, using the SAP Accountancy package. Reporting to the National Informal Trade and Distribution Manager.
- Processing orders accurately within daily deadlines.
- Communicating effectively with internal and external customers.
- Providing customers with feedback on delays and stock shortages.
- Assessing customers' claims and investigating where there are discrepancies.
- Confirmation of available stock daily on SAP.
- Conducting quarterly surveys with customers to ensure that complete customer satisfaction is always met.
- Accurately maintaining master data on the SAP tracker.
- Being a team player by supporting the work of others.
- Providing and assisting sales representatives with information they may need, and updating them regarding any out-of-stocks.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
EDI/Wholesale administrator
AVI National brands
01.2013 - 03.2014
- Responsibilities include working within a team of 3 people, receiving, acknowledging, and distributing orders to the respective people for processing.
- Assisted the call center manager with running daily call center stats on calls received and orders processed.
- Reviewing current flows for transferring data in and out of SAP.
- Providing comments/adjustments on transfers, where necessary.
- Resolve EDI queries.
- Monitor the IDOC system and take appropriate action.
- Compiling order acknowledgements.
- Preparing an Excel spreadsheet for daily call center problems.
- Running dropped lines reports on a daily basis.
- Delegating orders to appropriate work colleagues.
- Running a daily report for call center statistics.
- Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
EDI/Wholesale administrator
AVI National brands
01.2011 - 12.2012
- Capturing orders on SAP and ensuring that pricing is accurate.
- Responding to customer queries and providing first-call resolutions.
- Providing customers with product and service information.
- Management of stock allocations as per customer-nominated delivery dates.
- Following up on order queries from field marketers.
- Completing call logs and reports.
- Resolving queries within set turnaround times and service level agreements.
- Calling existing customers and educating them on what and when they need to buy.
Education
Grade 12 -
Vuwani High School
Johannesburg12-2003
NQF 6 - Supply Chain Management
University of South Africa
Johanneburg12-2021
Skills
Customer Services
Complaint Resolution
Business Development
Client Relationships
Administration
Listening skills
Call Centre operations
Team Collaboration
Problem solving
Sales Reporting
Client Relationship Building
Needs analysis
Sales Support
Business growth and retention
Time Management
References
- Bayer, Nthabeleng Tsotetsi, Customer interaction supervisor, 0810466055
- Philip Morris South Africa, Maria Tladi, Customer service supervisor, 0635021513
- AVI National brands, Mashudu Mudau, Call center supervisor, 0827990214
Timeline
Customer interaction representative
Bayer
01.2023 - Current
Customer service representative
Philip Morris South Africa
04.2014 - 12.2022
EDI/Wholesale administrator
AVI National brands
01.2013 - 03.2014
EDI/Wholesale administrator
AVI National brands
01.2011 - 12.2012
Grade 12 -
Vuwani High School
NQF 6 - Supply Chain Management
University of South Africa
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