Anthea Hendricks Email & Phone Number

Cape Town, Western Cape, South Africa

As the Customer Service Manager within our supply chain division, I oversee and orchestrate all customer service operations across Cape Town and Johannesburg. My role involves managing a team of 14 dedicated professionals, ensuring they are equipped with the resources and guidance needed to deliver exceptional service to our clients.On a daily basis, I lead by example, providing mentorship, and fostering a collaborative team environment. I am responsible for setting clear performance… Show more As the Customer Service Manager within our supply chain division, I oversee and orchestrate all customer service operations across Cape Town and Johannesburg. My role involves managing a team of 14 dedicated professionals, ensuring they are equipped with the resources and guidance needed to deliver exceptional service to our clients.On a daily basis, I lead by example, providing mentorship, and fostering a collaborative team environment. I am responsible for setting clear performance expectations, monitoring key performance indicators, and providing regular feedback to ensure the team consistently meets or exceeds targets.In addition to team management, I am deeply involved in enhancing the overall customer experience. This includes developing and implementing strategies to streamline processes, address customer inquiries and concerns promptly, and build strong relationships with key clients.Collaboration is at the heart of my role, as I work closely with cross-functional teams, including operations, logistics, and sales, to ensure alignment on customer service objectives and priorities. I serve as the primary point of contact for internal and external stakeholders regarding customer service matters, representing the voice of the customer in strategic decision-making processes.Overall, my role as Customer Service Manager is multifaceted, requiring a blend of leadership, communication, and problem-solving skills to drive operational excellence and ensure the highest levels of customer satisfaction across our supply chain operations in Cape Town and Johannesburg. Show less

Cape Town, Western Cape, South Africa

Manages a team of 12 Customer service representatives that respond to customer inquiries. Ensures that service standards are established and attained. Responds to and resolves escalated issues. Monitors and analyzes service activity data and utilizes findings to develop training and service improvement resources. Additionally, coaches team on best practices for responding to inquiries. Reports customer feedback, trends, and issues to stakeholders. Managers subordinate staff in the day-to-day… Show more Manages a team of 12 Customer service representatives that respond to customer inquiries. Ensures that service standards are established and attained. Responds to and resolves escalated issues. Monitors and analyzes service activity data and utilizes findings to develop training and service improvement resources. Additionally, coaches team on best practices for responding to inquiries. Reports customer feedback, trends, and issues to stakeholders. Managers subordinate staff in the day-to-day performance of their jobs. Ensures that department milestones/goals are adhering to approved budgets. Maintain customer satisfaction ratings based on explicit criteria set forth by the company.Responsible to provide the training to new candidates and refresher training to enhance the performance of old agents.responding and resolving escalated issues from customers, monitoring daily workflow, ensuring correct procedures are adhered, identifying system improvements, workflow improvements, and enhancing team efficiency. Has extensive knowledge of the function and department processes. Show less

Cape Town Area, South Africa

Provide Customer service to clients. Ensure that queries and issues is dealt with suffiently and promptly. Making sure that everything is done to resolve / help client.Process orders by receiving orders via email, post or fax and capture details of orderon the system;Ensure that all orders received are accurately filed electronically and that orders areprocessed in adherence to lead times for orders received;Receive requests for pro-forma orders, prepare quotations and… Show more Provide Customer service to clients. Ensure that queries and issues is dealt with suffiently and promptly. Making sure that everything is done to resolve / help client.Process orders by receiving orders via email, post or fax and capture details of orderon the system;Ensure that all orders received are accurately filed electronically and that orders areprocessed in adherence to lead times for orders received;Receive requests for pro-forma orders, prepare quotations and investigateavailability of stock, calculate courier costs and print pro-forma order and fax/emailto client;Administer return authority transactions (RA) by receiving request to arrange RA,obtain authorisation of claim for sale or return and excess stock returns, process RAon systems and fax/email client the RA document;Attend to customer queries, updating customer error log, performing corrections ondiscounts, responding to queries on returns in warehouse etc.;Produce reports as required, i.e. order status reports and backorder maintenancereports, ensuring data and reports are accurately maintained, according todeadlines; andActively participate in the multi-skill programme, learning different skills andteaching own skills to other team members. Show less

Work and assist with a group of Key Account Managers. Manage New store opening process on account. Liaising and following up between the various distribution branches and debtors departments. Pricing notifications and Vendor to the various retail clients. Prepare, collate and distribute documents. Assisting Commercial manager, Doing duties for commercial manager (Make appointments, set-up meetings, assist with contract to be sent to CEO, PA duties. Manage central filing system uploading… Show more Work and assist with a group of Key Account Managers. Manage New store opening process on account. Liaising and following up between the various distribution branches and debtors departments. Pricing notifications and Vendor to the various retail clients. Prepare, collate and distribute documents. Assisting Commercial manager, Doing duties for commercial manager (Make appointments, set-up meetings, assist with contract to be sent to CEO, PA duties. Manage central filing system uploading contract, rebates, databases etc by deadline set and accurately. Taking Minutes of Weekly internal meetings and distribution to all. Processing of invoice, flight bookings, accommodation bookings etc. First line communication with and feedback to customers, dealing with account queries, non-deliveries, Returns, ect. Assisting on South Africa's biggest Retailers accounts. Arranging and coordination of boardroom meetings. Building strong relationships with clients Show less

Performed PA duties for the Corporate Affairs Manager, Travel Arrangements, Coordinating and arrangements for boardroom meetings, golf meetings. Reception duties, Taking minutes in meetings, Managing the Manager's Diary, setting up and organizing gifts for colleagues, stakeholders and executive members. Data capturing, Assisting with Liquor Licenses. General admin duties.

Durbanville

Authorize claims, Handle telephonic queries with branches and policy holders, Deal with client and branch queries. E-mailing of Authorisation memos (Approvals), Assist Decline claims disputes. Liaising with Home Affairs, Doing EFT payments.

Bachelor Of Commerce - Bcom, Logistics, Materials, And Supply Chain Management

No, Key Account Management Leadership Development Programme

Higher Certificate In Business Management, Business Administration And Management, General

Currently busy doing this One year Higher Certificate at MANCOSA.