Customer Operations & Order Management Coordinator at Everest Packaging Group (2021-09 – 2026-08)
Coordinate end-to-end customer order operations across sales, production, warehouse and logistics, ensuring efficient fulfilment, accurate documentation, proactive customer communication and on-time delivery.
- Manage the complete order lifecycle, from order intake and production coordination through dispatch, delivery and post-order support.
- Coordinate cross-functional workflows across Sales, Planning, Production, Warehouse, Dispatch, Logistics and Finance, proactively following up on dependencies, resolving bottlenecks and keeping stakeholders informed.
- Manage customer and operational requests through HubSpot CRM, ensuring timely follow-up, issue resolution and accurate recordkeeping.
- Monitor order progress, shipment schedules and stock availability, proactively identifying, communicating and resolving risks or delays.
- Coordinate export and cross-border operations, including commercial invoices, packing lists, SADC Certificates of Origin and supporting export documentation.
- Liaise with customers, freight forwarders, transport providers and internal stakeholders to coordinate shipments and resolve operational or documentation issues.
- Prepare operational reports and provide customer demand insights to support forecasting, stock planning and operational decision-making.
- Identify workflow gaps and recommend process improvements and SOP enhancements to improve operational efficiency, consistency and service delivery.
- Improved coordination and information flow between Sales and Operations, supporting smoother order fulfilment and greater visibility across teams.
- Identified operational workflow gaps and contributed to process improvements, standardisation and SOP development.
- Maintained strong customer relationships through proactive communication, issue ownership and timely resolution.
Logistics Manager at I and M Smith (Pty) Ltd (2017-01 – 2021-09)
Promoted from Import / Export / Cross-Trade Clerk. Managed end-to-end logistics and supply chain operations across warehouse, transport, distribution and order fulfilment, with responsibility for operational planning, team coordination, supplier relationships and performance monitoring.
- Managed the complete logistics and order fulfilment cycle, from supplier procurement through warehouse operations, transport and final delivery.
- Led logistics team planning, staff allocation and day-to-day operational performance, ensuring effective workflow and service delivery.
- Monitored delivery performance, stock levels, operational costs and service metrics, using operational data to identify improvement opportunities.
- Coordinated warehouse planning, routing, distribution and shipment activities to support efficient and reliable delivery.
- Managed relationships with suppliers, transport providers and internal stakeholders, including negotiation of supplier pricing, transport rates and logistics agreements.
- Resolved operational disruptions, customer escalations and supply chain issues, while ensuring adherence to regulatory requirements and ISO standards.
- Improved operational efficiency through ongoing process monitoring, performance analysis and workflow improvements.
- Strengthened supplier and stakeholder relationships, supporting reliable and cost-effective service delivery.
- Progressed from Import / Export / Cross-Trade Clerk to Logistics Manager, reflecting increased responsibility and leadership within the organisation.
Import/Export/Cross-Trade Clerk at I and M Smith (Pty) Ltd (2013-01 – 2016-12)
Coordinated international and domestic freight operations across ocean, air, rail and road, managing shipment documentation, tracking, regulatory requirements and customer communication.
- Coordinated international, domestic and cross-trade shipments across multiple transport modes, including ocean, air, rail and road.
- Prepared and managed shipping documentation, including Bills of Lading, customs documentation, commercial invoices and shipment instructions.
- Monitored shipment progress, supplier commitments and ETAs, providing proactive updates to customers and stakeholders.
- Ensured customs and regulatory documentation was accurate, complete and submitted within required timelines.
- Liaised with suppliers, freight agents, transport providers, customers and internal teams to resolve shipment issues and maintain efficient freight movement.
