Janine Williams

Customer service and administration professional with over 15 years’ experience in customer service, telesales, reception, sales administration and order management, including more than eight years with Royal Canin (MARS). Skilled in handling inbound and outbound customer calls, resolving queries and complaints, processing orders, returns and credits, and maintaining accurate records and reports using SAP, Navision and ZOHO. Strong communicator and team player with a service-focused, problem-solving approach, intermediate Microsoft Word, Excel and PowerPoint skills, and a record of building lasting customer relationships.

Holds a Level 5 TEFL diploma and veterinary nutrition qualifications, and is completing a Pet Care and Veterinary Practice Assistant Diploma. Seeking customer service, reception or administration roles.

Customer Service Agent at Royal Canin (MARS), South Africa (2020-06 – 2025-06)

Reason for leaving: Retrenched

• Managed end-to-end distributor, associate and MARS associate orders, including order processing and data capture in Navision, proof-of-delivery follow-up and investigation of customer claims.
• Handled inbound customer queries, complaints and service issues by phone and email, identifying root causes and coordinating corrective actions within agreed service level agreements (SLAs).
• Collaborated with clients, sales associates and third-party logistics partners to resolve service gaps and protect customer satisfaction and the customer experience.
• Reviewed and processed customer returns, credit notes and stock-related credits accurately and in line with company standards and agreed service timelines.
• Monitored return trends and service performance, compiled reports and identified process improvements to reduce recurring issues.
• Conducted trade visits with Business Development Officers to gather customer feedback, benchmark service and identify improvement opportunities.
• Participated in sales and service meetings, providing feedback on service performance, process deviations and opportunities.
• Engaged with the telesales service provider to align processes and service levels, including training and coaching team members where required.
• Proactively identified service risks and implemented appropriate mitigation and communication.
• Applied MARS standards consistently across customer-service processes and day-to-day activities.

Telesales Assistant at Royal Canin (MARS), South Africa (2016-08 – 2020-06)

Reason for leaving: Progressed into the customer service agent role

• Managed daily outbound and inbound customer calls to allocated clients, processing orders in SAP and maintaining strong ongoing customer relationships.
• Handled technical and administrative customer queries, resolving issues promptly and communicating product availability, promotions and discontinued lines.
• Recommended suitable alternatives during stock shortages and supported add-on sales and promotional requirements.
• Maintained exception records, accurate data entry, order administration and reporting.
• Visited customer stores to merchandise products and strengthen in-store execution.
• Supported emergency deliveries when customers experienced delivery issues, helping maintain service continuity.
• Created flash promotions with management approval and contributed to sales opportunities.

External Sales Representative at Tyl-Pro Adhesives, South Africa (2014-10 – 2016-02)

Reason for leaving: Offered the opportunity for a role in MARS Royal Canin

• Managed customer visits and site inspections, assessing stock requirements, customer needs, product suitability and service issues.
• Provided product information and technical guidance, introduced new products and promoted higher-margin products and add-ons.
• Developed new business by identifying and signing up new customers.
• Monitored stock levels, deliveries, pricing, breakages, returns and out-of-stock situations, escalating issues where required.
• Prepared weekly customer visit reports and maintained regular communication with management.
• Resolved customer queries promptly, with a focus on same-day resolution of urgent matters.
• Managed selected debtor activities, including payment follow-up, account discrepancies and agreed settlements.

External Sales Representative; Telesales and Office Administrator; Receptionist, Logistics Coordinator and Sales Administrator; Cashier and Sales Assistant at Stick a Tile / Cleveland Cement / Builders Tile Market (2006-03 – 2014-09)

• External Sales Representative | Stick a Tile (March 2011 – September 2014)
• Telesales and Office Administrator | Stick a Tile (November 2009 – February 2011)
• Receptionist, Logistics Coordinator and Sales Administrator | Cleveland Silica (March 2008 – October 2009)
• Cashier and Sales Assistant | Builders Tile Market (March 2006 – February 2008)
• Progressed through External Sales Representative, Office Administrator/Telesales, Receptionist/Sales Assistant/Logistics Coordinator and Cashier/Sales Assistant roles, building a broad foundation in reception, administration, customer service, sales, logistics coordination, cashiering and retail operations.

Pet Care and Veterinary Practice Assistant Diploma – Pet Sense College, South Africa

Level 5 TEFL – Teaching English as a Foreign Language – The TEFL Academy (2026)

Veterinary Nutrition Professional Degree – Tech Technological University, Spain (2023)

Canine Veterinary Nutrition for Vet Nurses Certificate – Compass Education and Training, UK (2022)

CO1 Introduction to Canine Behavior and Training (CertCAB) – COAPE, South Africa (2016)

N3 Business Administration and Secretarial (NSC) – Roodepoort College, South Africa (2001)