Nyasha Mangunda

Versatile and performance-driven Customs Clearing, Freight Forwarding and Customer Experience Leader with over a decade of hands-on experience in Air and Sea logistics, import/export coordination, and customer operations. Demonstrated expertise in managing high-value accounts, streamlining processes, and enhancing quote-to-booking conversions across complex global supply chains. Recognized for stepping confidently into interim management roles, building cross-functional alignment, and developing high-performing teams through SOPs, training, and strategic coaching.

Customer Service Manager Western Cape Region at Cargo Compass SA Pty Ltd (2025-10 – Present)

• Manage a portfolio of 100+ Western Cape clients segmented into service tiers (low, medium, high) and prioritised by account value and strategic importance, including million-rand key accounts.
• Identify and re-engage churned clients inactive for 6 months or more, as well as volume-declined accounts still shipping; achieved a 95% uptrading conversion success rate across both segments.
• Conduct monthly telephone service calls and client visits, resolving operational queries and proactively managing account health.
• Onboarded 5 new clients through strategic prospecting, solution positioning, and consistent relationship management.
• Quality-controlled up to 300 quotes per month, verifying and adjusting pricing tariffs against market trends and competitor benchmarks.
• Proposed a pricing tier framework (A to C) based on client price sensitivity with differentiated markups, which was evaluated and implemented, improving pricing alignment across the branch.
• Identified and secured extension business across existing accounts including additional trade lanes, local distribution, and warehousing.
• Coordinated with pricing, operations, sales, customs, and warehouse departments; relayed structured client feedback to department controllers and managers with consistent follow-up.
• Managed escalations to shipping lines and participated directly in freight rate negotiations on behalf of clients.
• Gathered and distributed freight market intelligence internally to keep the team informed of trends and competitor activity.
• Encouraged SOP implementation and updated client contact data to ensure supply chain continuity during staff absences.
• Reports to National Sales Manager. System: ShipShape.

Air and Sea Customer Service Supervisor at Europa Worldwide Group (2025-03 – 2025-09)

Reason for leaving: Pursued a role offering greater career advancement and improved work-life balance.

• Lead and support a team focused on servicing UK-based clients, ensuring high service standards and client retention.
• Act as the escalation point for Business Development Managers and senior management, resolving service issues promptly and professionally.
• Step into interim management responsibilities during the Customer Service Manager's absence or resignation, maintaining continuity and direction.
• Improve workflow processes and overall team operations, resulting in more efficient task execution and smoother coordination.
• Upskill staff through coaching and SOP implementation, enabling them to work more independently and confidently.
• Convert quotes to bookings efficiently and consistently, contributing to improved quote-to-booking conversion rates.
• Delegate quote requests to the customer support team and transfer them to internal stakeholders as needed, ensuring smooth handovers and timely responses.
• Manage freight forwarding operations across Air and Ocean, ensuring accurate documentation and timely shipments.
• Review and confirm supplier debit notes, ensuring financial accuracy and avoiding billing discrepancies.
• Request and negotiate competitive rates with airlines, shipping lines, co-loaders, hauliers, overseas agents, and intercompany offices.
• Collaborate with internal stakeholders in Operations and Sales to deliver best-in-class customer experiences.
• Manage the department's group mailbox and oversee administrative functions to ensure smooth day-to-day operations.
• Maintain and update the weekly tracker to monitor quotes, bookings, and GP (Gross Profit) margins for reporting and performance analysis.
• Work daily in Google Sheets and LEO (internal system) for tracking, reporting, and operational coordination.
• Monitor KPIs, conduct regular 1:1s, and generate performance statistics for internal and client-facing reviews.
• Conduct virtual customer meetings to strengthen relationships and align service delivery with client expectations.

Senior Import Controller - VIP Clients at Cargo Compass SA Pty Ltd (2022-09 – 2023-09)

Reason for leaving: Personal / sabbatical.

• Delivered exceptional customer service to high-priority clients, maintaining 99% compliance with service-level agreements and ensuring timely delivery at competitive rates.
• Led a team to consistently exceed client expectations by ensuring all shipments were released by revenue authorities and legal trade boards in a timely manner, maintaining compliance and meeting lead time requirements for clients.
• Acted as the primary escalation point for client concerns, resolving complex shipment issues and driving client satisfaction.
• Provided detailed, real-time shipment reports to clients, enabling them to make informed decisions and improve their supply chain management efficiency.
• Strengthened client relationships by proactively addressing concerns, fostering trust, and delivering tailored, value-driven solutions.
• Led cross-functional collaboration, achieving 99% operational efficiency and ensuring seamless coordination among internal teams and external stakeholders / service providers.
• Authored and implemented Standard Operating Procedures (SOPs) for junior staff, empowering them to handle daily operations independently and efficiently.
• Monitored performance metrics and addressed non-compliance issues, driving continuous improvement in service delivery and client experience.
• Recognized by management through incentive programs, for driving branch revenue growth and delivering exceptional customer service, with frequent compliments and positive feedback from clients regarding service efficiency and delivery times.

Group Freight Forwarding and Logistic Control at Truman and Orange (2021-12 – 2022-08)

Reason for leaving: Financial stability; the organization went through a series of restructuring.

• Maintained clear and consistent communication with internal stakeholders (sales, marketing, warehouse teams) and external partners, ensuring seamless coordination and real-time visibility of shipment statuses, minimizing disruptions in the supply chain.
• Developed and implemented Standard Operating Procedures (SOPs) that streamlined logistics operations, enhanced transparency, and improved cross-departmental collaboration.
• Collaborated with the account management team to monitor supplier payments, secure timely refunds, and maintain strong supplier relationships, ensuring the uninterrupted flow of goods and services.
• Provided weekly updates and reports to sister companies across Africa, aligning group-wide operations and ensuring stock availability, which enhanced supply chain management and client satisfaction.
• Analyzed market freight trends to prepare insights for quarterly management meetings, assisting the group manager by creating comprehensive PowerPoint presentations and reports to inform strategic decisions.
• Proactively monitored supplier bookings and container placements, enabling on-time shipments and seamless logistics operations while preventing supply chain delays.
• Led efforts to secure compliance with revenue authorities, enabling the company to expand into additional African markets, contributing to revenue growth and operational efficiency.
• Enhanced inventory management and streamlined warehouse operations, improving stock tracking accuracy and supporting efficient logistics planning.
• Demonstrated exceptional leadership by fostering open communication, addressing challenges proactively, and supporting teams with documentation and process improvements to achieve greater autonomy and efficiency.
• Contributed to strategic planning and decision-making by maintaining market intelligence and communicating actionable insights to senior management.

Business Development Coordinator Western Cape at Turners Shipping Pty Ltd (2021-05 – 2021-10)

Reason for leaving: Headhunted by a client, Truman and Orange Pty Ltd.

• Promoted from Senior Import Controller to oversee business development efforts across the African region, with a focus on Southern Africa.
• Recovered and re-engaged lapsed clients in the Southern Africa region, driving client retention and restoring valuable business relationships.
• Secured five new client accounts within a short tenure, including a high-value client previously deemed unsignable, through strategic negotiations, superior service delivery, and clear, proactive communication.
• Expanded the company's product catalog by onboarding clients requiring additional logistics services, boosting overall revenue and diversifying the company's offerings.
• Ensured timely bookings, accurate reporting, and real-time visibility into shipment statuses, which eliminated supply chain disruptions for clients and solidified trust in the company's services.
• Utilized the lead pipeline effectively to generate new business opportunities, contributing to significant revenue growth for the branch.
• Delivered exceptional customer service by maintaining open lines of communication, addressing client concerns promptly, and providing tailored solutions to meet their unique logistics needs.
• Played a pivotal role in creating detailed performance reports and updates, empowering clients with actionable insights to optimize their supply chain management.
• Demonstrated leadership and collaboration by working closely with internal teams to ensure seamless service delivery and operational excellence.
• The success in my roles contributed to being headhunted by Truman and Orange, a valued client of Turners Shipping, recognizing the value and expertise brought to their supply chain operations.

Senior Import Controller at Turners Shipping Pty Ltd (2019-02 – 2021-04)

Reason for leaving: Internal promotion to business development.

• Managed high-priority client accounts, ensuring 99% compliance with service-level agreements by optimizing service delivery, reducing shipment delays, and maintaining clear communication.
• Proactively designed and implemented process flows and workflow documentation that streamlined operations, reduced inefficiencies, and enhanced the overall productivity of the logistics team.
• Authored Standard Operating Procedures (SOPs) to train and upskill junior staff, equipping them with the knowledge and confidence to handle operations independently and effectively, which improved overall team performance.
• Collaborated with warehouse teams to prioritize urgent shipments, ensuring timeous product movement aligned with clients' supply chain demands and minimizing disruptions.
• Demonstrated ingenuity by introducing innovative solutions and operational improvements that enhanced service delivery and positioned the branch as a reliable logistics partner.
• Developed comprehensive reporting systems to provide clients with real-time shipment updates, enabling them to optimize their supply chain processes and plan more efficiently.
• Played a key role in fostering collaboration across departments to achieve seamless communication and operational alignment, driving client satisfaction and retention.
• Earned a promotion to Business Development Coordinator due to exceptional performance, proactive leadership, and the successful implementation of impactful ideas that drove operational excellence.

Senior Operations Controller at AviCape Forwarding Pty Ltd (2017-03 – 2019-01)

Operations Controller at Megafreight Services – Port Elizabeth (2015-06 – 2016-02)

Headhunted by Management

Logistics Coordinator at GoodHope International Beverages Pty Ltd (2013-11 – 2015-05)

Exports and Import Controller at Megafreight Services – Port Elizabeth (2012-09 – 2013-10)

Export and Estimate Controller at Freight Management Pty Ltd (2010-10 – 2012-08)

Diploma in International Trade and Transport – Y2K Customs Academy (2010-01 – 2010-12)

Matric High School Certificate – Maitland High School (2006-01 – 2009-12)