Emily Edwin
Summary
Experienced B2B Supply Chain and Customer Experience Specialist with three years of expertise in end-to-end order fulfilment within busy industrial environments. Successfully improved operational efficiency by connecting multinational clients with manufacturing plants and freight networks. With a strong focus on customer satisfaction, ownership of responsibilities is taken to deliver results that exceed expectations. High-volume ERP workflows are managed, and complex logistical issues are effectively resolved to ensure accurate deliveries and enhance customer experience.
Overview
6
6
years of professional experience
Work history
Customer Experience & Logistic Specialist
Mondi
2022.07 - 2025.09
- Oversaw order fulfilment for 50 accounts, managing 200 monthly orders in SAP with 98% accuracy.
- Coordinated shipping schedules with logistics providers, achieving 95% on-time delivery rate.
- Reduced complaint resolution time by 30% through tracking system with Quality Assurance.
- Checked inventory to fulfil orders quickly, reducing old stock by 25% through focused reporting.
- Led weekly meetings with Production, Purchasing, and Finance to prevent delivery issues.
Customer Service Representative
HSBC UK
2020.03 - 2022.05
- Assisted 200+ banking customers in transitioning to online banking, reducing branch wait times by 30% and increasing digital self-service by 50%.
- Managed 10+ cases monthly, with 15% escalated as needed.
- Processed £100,000 in cash daily, completed 300 balance checks, and handled 50 international transfers, all with 100% accuracy per FCA guidelines.
- Implemented identity verification and anti-money laundering checks for all transactions, effectively preventing fraud.
- Provided top-notch support for increased customer satisfaction.
Education
Pre - University -
Kenya Methodist University
Computer Driving License -
Institute of Advanced Technology
Skills
- Logistics & Fulfillment: O2C Management Route Optimization OTIF Maximization Freight Forwarder Liaison Shipping Compliance
- Commercial Relationship Management: B2B Client Retention SLA Enforcement Complaint Resolution Account Growth Support
- Inventory & Systems: SAP ERP Advanced MS Excel Aged Stock Mitigation MRP
Languages
English: First Language
Accomplishments
Training: Advanced ERP Workflow Management (SAP), Conflict Resolution in B2B Environments, and Supply Chain Analytics.
References
References available upon request.
Timeline
Customer Experience & Logistic Specialist
Mondi
2022.07 - 2025.09
Customer Service Representative
HSBC UK
2020.03 - 2022.05
Pre - University -
Kenya Methodist University
Computer Driving License -
Institute of Advanced Technology