Tshilisanani Ralushai

I am a highly motivated and progress-focused supply chain professional with a long-standing background in customer service.I am a capable and consistent problem-solver skilled at prioritizing and
managing projects with proficiency.
I am progressive minded and in tune with new developments in my field. I have proven to be effective and collaborative with strong customer service talents. I enjoy collective brainstorming sessions which allow me to coordinate activities to achieve a common goal.

Bayer- Isando February 2023 to date 

Customer interaction representative 

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. 

Key Responsibilities include:

 • 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. 

• Order management, ensuring that pricing is checked then release orders accordingly. • Address any immediately resolvable requests (e.g., in order management - order entry, status check; in order fulfilment – scheduling, ad-hoc – product returns, delivery complaints 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. 

Philip Morris South Africa, Boksburg, South Africa 2014– 2022 

Customer Service Representative 

Responsible for servicing the needs of Philip Morris customers and particularly the processing of Credit Notes where necessary using the SAP Accountancy package, reporting to the National Informal Trade and Distribution Manager. 

Key Responsibilities include: 

• 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.

 • Processing credits notes in compliance with internal controls 

• 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 SAP tracker 

• Being a team player by supporting the work of others 

• Providing and assisting sales representatives with information which they may need and updating them regarding any products that are out of stock 

AVI NATIONAL BRANDS, Isando, Johannesburg 2013 - 2014

 EDI/ Wholesale Administrator

Responsibilities include working within a team of 3 people, receiving, acknowledging and distribution of orders to the respective people for processing. Assisted the call Centre manager with running daily call Centre stats on calls received and orders processed. Reported to the Call Centre Manager. 

Key Responsibilities included:

 • Reviewing current flows for transferring data in/out of SAP 

• Providing comments/adjustments on transfers where necessary. 

• Resolve EDI queries. 

• Monitor the IDOC system and actioning accordingly. 

• Compiling Order acknowledgements. 

• Preparing an Excel spreadsheet for daily call center problems. 

• Running dropped lines reports on daily basis. 

• Delegating orders to appropriate work colleagues 

• Running a daily report for call center statistics 

AVI NATIONAL BRANDS, Isando, Johannesburg 2011 - 2012

 Inbound and Outbound Call Centre Agent

Key Responsibilities included: 

• Capturing orders on SAP and ensuring that pricing is accurate 

• Responding to customer queries and providing first call resolutions 

• Providing customers with product and services 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.

NQF 6 Purchasing and supply chain management