Olivia Flowers

Results-driven Project & Operations Professional with 12+ years of experience across customer operations, logistics, supply chain, import/export, order management and cross-functional coordination. Experienced in project coordination, process improvement, SOP development, implementation support and operational workflow management, with a strong ability to manage multiple priorities and coordinate activities from order through to delivery. Highly organised, solutions-focused and dependable, with a practical approach to resolving operational challenges, improving processes and keeping complex cross-functional workflows moving efficiently.

Seeking a role where strong coordination, operational thinking and continuous improvement can create measurable business value.

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.

BCom in Business Management – NORTH-WEST UNIVERSITY (2013)