Client Support

❑ Managed 100% of order intake via WhatsApp and direct calls, answering product questions, correcting wrong deliveries and processing refund requests with a friendly solutions-first approach.
❑ Crafted and sent targeted promotional messages over WhatsApp, driving a 15% uplift in weekly orders during campaign periods.
❑ Conducted door-to-door deliveries to retail and end customers, providing friendly, professional service, capturing immediate feedback and conveying actionable insights to management for ongoing improvements
❑ Performed daily stock checks and pre-planned production schedules to ensure every order could be fulfilled on time thereby reducing backorders by 20%.
❑ Tracked undelivered orders in Excel and prioritized redelivery based on urgency or customer availability, ensuring no request was overlooked and enhancing fulfillment reliability

Managed support for 150+ monthly 3PL shipments, handling customs queries and payment disputes and achieved 99% clearance success.
❑ Delivered proactive shipment updates and swiftly resolved delivery issues. Strengthened client trust and contributed $150K in upsell revenue through expanded service offerings.
❑ Handled client queries and service requests through email and WhatsApp, providing timely responses and maintaining a high level of customer satisfaction across 3PL operations
❑ Monitored the delivery pipeline from warehouse dispatch to final handover, following up on schedules and promptly resolving delivery delays.
❑ Generated and shared accurate quotations, processed purchase orders, and coordinated with warehouse teams to ensure smooth order fulfillment
❑ Coordinated special approvals and urgent exits for time-sensitive shipments, demonstrating flexibility and a customer-first mindset.
❑ Managed all inventory using Excel and customs clearance software, ensuring real-time visibility and accuracy of stock across the warehouse
❑ Built and nurtured strong client relationships, consistently delivering reliable support and earning multiple referrals through exceptional service
❑ Maintained clear, proactive communication with internal warehouse teams and external clients, ensuring on-time exits and minimizing delivery delays

Managed client queries related to workshop repairs and service requests, diagnosing issues and ensuring prompt solution-oriented responses to maintain customer satisfaction.
❑ Expedited critical cargo repairs by identifying urgent cases, coordinating rapid interventions and ensuring timely release of vehicles to minimize client disruption.
❑ Liaised with regional partners and service teams to streamline cross-location support and improve consistency in customer experience.
❑ Set up a remote service center to extend workshop accessibility and improve support for clients thereby boosting service responsiveness and client retention.
❑ Reduced vehicle breakdown rates by 40% through proactive issue tracking, data analysis and timely dispatch of skilled mechanics.
❑ Maintained strong relationships with retailers and successfully promoted the sale of truck parts and accessories, leveraging trust and product knowledge to drive additional revenue