Lerato Thomas

• Processing orders via email and phone • Ensuring order and invoice accuracy • Communicating with clients and logistics for timely deliveries • Sending Pro-forma invoices using Syspro and Force Manager • Maintaining sales and customer records • Supporting sales agents with administrative tasks • Creating and updating pricing and orders in Syspro and Magento • Updating new pricelists in Syspro and sending bulk pricing to clients • Adding/loading new SKU codes under inventory in Syspro • Managing Excel trackers for invoiced and pending orders • Liaising with RTT and RAM to ensure accurate tracking and delivery to the correct addresses • Assisting with new finance deals and rentals • Liaising with Merchant West for application vetting and finance approvals • Handling credit and re-invoicing processes by liaising with the OM (Operations Management) team • Sending BUH approvals for pricing on bulk orders and calculating cost prices to ensure no loss to the business • Tracking and monitoring pending orders using Salesforce to ensure timely follow-ups and delivery status updates • Staying up-to-date with product updates and system changes

Handling inbound calls and providing exceptional customer service: Responded to high volumes of incoming calls from customers, delivering prompt, friendly, and solutions-focused assistance. Ensured each interaction was handled professionally to enhance customer satisfaction and maintain company standards. Managing courier tracking and account queries: Tracked parcels via courier systems and resolved delivery issues by liaising with logistics partners. Assisted customers with account-related queries, ensuring timely and accurate resolutions. Processing CPA returns and amendments to packages: Facilitated the return of goods under the Consumer Protection Act (CPA), ensuring compliance with company policies. Handled package amendments efficiently to match client expectations and reduce follow-up issues. Responding to email queries and client escalations: Addressed customer concerns and escalated issues via email professionally and courteously. Ensured resolution timelines were met and provided consistent feedback to clients until closure. Ensuring first call resolution (FCR): Strived to resolve customer issues during the initial interaction, reducing the need for repeat calls and enhancing customer experience. Maintained a high FCR rate by applying product knowledge and problem-solving skills effectively.

Maintained and organized physical and digital filing systems for easy document retrieval. Operated multi-line telephone systems; answered and redirected calls professionally. Drafted and typed correspondence including letters, memos, and internal communications. Scheduled, rescheduled, and cancelled appointments efficiently. Managed and monitored calendars to ensure effective time management and scheduling. Operated standard office equipment (printers, copiers, scanners, fax machines). Filed invoices, bills, and correspondence in a timely and accurate manner. Coordinated local and international travel arrangements including flights, accommodation, and transport.