Catherine Kotze has over 10 years of experience in customer service roles. She is currently a Customer Service Coordinator at Holcim Cement in New Zealand, where her responsibilities include dispatching cement orders, maintaining customer satisfaction, and ensuring health and safety compliance. Previously, she held customer service roles at Holcim Concrete and automotive dealerships in South Africa. She has extensive computer skills and education in business, customer service, and beauty therapy.

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Catherine Kotze Professional Profile
Address: 137 Waipuna Road East, Mt Wellington, Auckland Mobile: 027 266 2380
Email: catherine.kotze@holcim.com
COMPUTER LITERACY & SKILLS
Windows
Microsoft Word
Microsoft Excel
Corel Draw
Kerridge (Custom Computer Programme GMSA)
Connexus (Custom Computer Programme GMSA)
SAP
Command
Lotus Notes
Silo Devices – Poller Status
DNZ Allocations System
EDUCATIONAL HISTORY
Tertiary Education
INSTITUTION Intec College
COURSE Beauty Therapy
COURSE COMPLETED December 2005
INSTITUTION General Motors
COURSE Customer Service
COURSE COMPLETED 13/03/2006
INSTITUTION General Motors
COURSE Customer Service Follow Up 2
COURSE COMPLETED 18/08/2006
INSTITUTION General Motors
COURSE Technical Training for Non-Technical
People
COURSE COMPLETED 14/08/2008
INSTITUTION Holcim (New Zealand) Ltd
COURSE Fire Training – ACT Safety Ltd.
COURSE COMPLETED 20/09/2010 - Current
INSTITUTION Holcim (New Zealand) Ltd
COURSE Actions Employees Can Take And Take 2
COURSE COMPLETED 28/09/2010 - Current

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INSTITUTION Holcim (New Zealand) Ltd
COURSE Drug and Alcohol
COURSE COMPLETED 04/11/2010 - Current
INSTITUTION Holcim (New Zealand) Ltd
COURSE Basic First Aid Plus Defibrillator – Life Care
COURSE COMPLETED 03/02/2011 - Current
INSTITUTION Holcim (New Zealand) Ltd
COURSE Fatigue Training
COURSE COMPLETED 25/05/2011 - Current
SECONDARY QUALIFICATION
INSTITUTION High School Akasia (South Africa)
YEAR 1998-2002
HIGHEST FORM PASSED 7th
Form
EMPLOYMENT OVERVIEW
 Holcim Cement ( New Zealand) Ltd – Customer Service Co-ordinator 05/06/2012 - Current
 Holcim Concrete ( New Zealand) Ltd – Customer Service Representative 23/08/2010 – 01/06/2012
 Bonro Bits (GM) - Service Advisor 01/03/2010 – 01/04/2010
 Barloworld City Pretoria North (GM) – Service Advisor 10/10/2005 – 29/01/2010
 Atrico (Sign Writing & Carpet Installations) – Personal Assistant &
Graphic Designer
April 2005 – Sept. 2005
 Kids Corner Creche – Educator July 2004 – March 2005
 Atrico (Sign Writing & Carpet Installations) – Personal Assistant Jan. 2003 – June 2004
EMPLOYMENT HISTORY
Permanent Positions
Holcim CEMENT (New Zealand) Ltd
Period: 05 June 2012 – Current
POSITION HELD TASKS & RESPONSIBILITIES
Customer Service Co-ordinator
Key Responsibility
General Dispatch  Receiving & scheduling cement
order (both bagged & bulk cement)
to meet the requirements of the
customer.
 Recording all sales, stock transfers
& purchases correctly & timely in
the company’s ERP system (SAP).
 Investigating for further
information & analysing the
customer’s requirements to ensure
stock-outs are avoided.

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 Communicating with customers,
advising of expected delays if
required.
 Ensuring daily reconciliation of
orders & other office administration
tasks are completed in a timely,
accurate & efficient manner.
 Maintaining good communication
with the Operations Manager to
resolve any delivery issues that may
occur.
 Contributing to achieving or
exceeding budgeted targets and
KPI’s by minimising cost through
improved work & operational
efficiency.
 Providing a monthly report to the
Operations Manager on dispatch
activity to match agreed KPI’s.
Vehicle Planning & Scheduling  Planning & scheduling deliveries in
such a manner as to best utilise the
vehicle fleet.
 Minimising vehicle ‘down-time’ &
maximising load deliveries to
minimise costs.
 Maintaining good communication
with, Operations Manager, driver,
sales staff & the Distribution
Manager to resolve delivery or
stock issues.
Sustainable Environmental Performance  Taking adequate precautions to
ensure the environment is
protected at all times.
 Reporting breaches of
environmental procedures
promptly to the Operations
Manager & taking appropriate
action to remedy the situation (e.g.
cement spillages).
Customer Satisfaction  Developing & maintaining a good
understanding of the customer’s
business activities.
 Ensuring all customer contact is
polite, friendly & helpful.
 Resolving all customer inquires
within an agreed timeframes.
 Assisting the sales team to meet the
needs of customers & advising
them of customer issues & activity.
 Taking any Customer’s potential

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problems into mutually agreeable
solutions.
 Meeting agreed customer service
KPI’s.
 Fielding After Hour Calls to ensure
customer satisfaction and assisting
‘Night-Shift’ staff with quarries.
Stock & transaction Management  Planning & coordinating depot
operations & stock management in
the most effective manner.
 Providing accurate information on
cement stock levels daily (bagged &
bulk).
 Creating & complete purchase
order for all purchases exceeding
$500.00.
 Efficient management of pallets in
the region including the liaison with
Bagged Cement transport provider
for the timely return to depot of
empty pallets.
Ship Turnaround  Managing the ship arrival, discharge
& departure process by preparing
reliable & prompt shore to ship
services.
 Ensuring that all depot equipment
is appropriately maintained to
minimise unscheduled downtime.
Supporting the Operations Manager  Maintaining a close working
relationship with the Operations
Manager on issues of depot
operation performance.
 In the absence of the Operations
Manager, managing on-site
responsibility for operational
matters relating to the Upper North
Island Region.
Health & Safety  Taking all practicable steps to work
safely at all times & ensure others
do also.
 Observing & giving feedback &
recognition to fellow employees,
contractors, visitors on safe &
unsafe behaviours.
 Reposting all incidents, near hits &
hazards in a timely fashion using
company procedures & systems.
Tow hazards per month is a
minimum target.
 Adhering to Holcim “Zero Harm –

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Safety First” policies, principles &
procedures.
 Participating in regular
housekeeping & Health & Safety
meetings at your site.
 Ensuring completion of all relevant
health and safety training.
 Wearing any personal protective
equipment required to work in a
safe manner & ensure all
contractors, visitors & staff adhere
to PPE requirements.
Key Challenges on a Daily Bases  Ensuring continuous depot storage
& distribution operation to meet
the needs of customers.
 Ensuring excellent communications
methods are maintained with
customers informing of any delays
or disruptions.
 Ensuring customers have
reasonable stock levels during
periods of low cement supply
and/or vehicle avail. Including
remote sites if applicable.
 Accurate & Efficient scheduling &
dispatching of orders to meet
constantly changing supply
requirements using the DNZ
Allocations System.
 Maintaining effective control on all
silo & warehouse stocks.
 Minimising the use of 3rd
party
transport engagement. Obtaining
approval from Operations Manager
prior to engaging 3rd
party
company.
Other Depot Assistance  Assisting other depots (Gisborne,
Napier, Wellington, Nelson,
Lyttelton) when needed
EMPLOYMENT HISTORY
Permanent Positions
Holcim CONCRETE (New Zealand) Ltd
Period: 23 August 2010 – 01 June 2012
POSITION HELD TASKS & RESPONSIBILITIES
Customer Service Representative  Promote Sales
 Maintain high level of truck
utilisation

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 Scheduling Orders
 Minimising truck “down-time”,
minimise load deliveries to
minimise costs
 Efficiently despatch trucks in a
timely manner
 Truck allocations for dispatching
of concrete
 Proactively satisfy customer needs
 Providing customers with specific
sales information
 Accurately recording concrete and
products
 Understanding products and
customer requirements
 Correctly recording customer
orders
 Monitor customer deliveries to
improve customer service and
minimise customer dissatisfaction.
 Maintaining regular
communication with sales and
technical teams to identify and
resolve production, delivery or
quality issues impacting on
customers.
 To minimise environmental
impacts
 Resolve customer complaints
without loss of client relationship
 Ensuring highest standard of
customer satisfaction
Bonro Brits (GM)
Period: 01 March 2010 – 07 April 2010
POSITION HELD TASKS & RESPONSIBILITIES
Service Advisor/Administrator  Accurate recording of customer
details and additional repairs to
ensure accurate service history
 Liaise with customer daily
regarding progress of
repairs/parts availability
 Ensure all warranty repairs are
carried out within manufacturer
parameters
 Ensure supplier invoices and
orders processed correctly
 Ensure that service bookings is
done in such a way that it

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maximizes the workshop potential
 Cost Job Cards and ensure
accuracy at all times
 Maintain effective liaison with
workshop staff
 Ensure highest standards of
courtesy and efficiency in
customer contact and
communication
 Ensure that manufacturer and
Barloworld CSI targets are
achieved or exceeded
 To maximize service sales and
profitability by using professional
sales techniques
 Create customer confidence
 Manage customer complaints
 Follow-up on actions taken
regarding specific customer
complaints
Barloworld City Pretoria North (GM)
Period: 10 October 2005 – 25 February 2010
POSITION HELD TASKS & RESPONSIBILITIES
Service Advisor/Administrator  Accurate recording of customer
details and additional repairs to
ensure accurate service history
 Liaise with customer daily
regarding progress of
repairs/parts availability
 Ensure all warranty repairs are
carried out within manufacturer
parameters
 Ensure supplier invoices and
orders processed correctly
 Ensure that service bookings is
done in such a way that it
maximizes the workshop potential
 Cost Job Cards and ensure
accuracy at all times
 Maintain effective liaison with
workshop staff
 Ensure highest standards of
courtesy and efficiency in
customer contact and
communication
 Ensure that manufacturer and
Barloworld CSI targets are
achieved or exceeded

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 To maximize service sales and
profitability by using professional
sales techniques
 Create customer confidence
 Manage customer complaints
 Follow-up on actions taken
regarding specific customer
complaints
Artico (Sign Writing & Carpet Installations)
POSITION HELD TASKS & RESPONSIBILITIES
Personal Assistant  Receptionist
- Handling incoming calls
- Liaising with clients
- Ordering/Retrieval of goods
 Administrative Tasks
- Cash Flow Management
- Banking
- Filing
- Writing out of Quotes and
Invoices
- Visiting client to ensure
product satisfaction and for
potential new work
- Ensuring sale maximization
 Secretarial
- Making Appointments
- Typing Letters
- Taking Messages
Graphic Designer  Designing
- Making Layouts
- Designing of Artworks
- Application of Signs
Kids Conner Crèche
Period: July 2004 – March 2005
POSITION HELD TASKS & RESPONSIBILITIES
Educator  Educate Children
- Age group of 4 years
- Liaising with Parents
regarding child’s progress
- Ensuring that child is up to
age standard and perform to
their full potential
- Organizing year end function
and pre-school graduation
- Liaising with new parents to
ensure they enrol their child
to our facilities

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 Payments
- Receiving payments and to
ensure all is up to date and
accounted for
Artico (Sign Writing & Carpet Installations)
Period: May 2003 – August 2003
POSITION HELD TASKS & RESPONSIBILITIES
Personal Assistant  Receptionist
- Handling incoming calls
- Liaising with clients
- Ordering/Retrieval of goods
 Administrative Tasks
- Cash Flow Management
- Banking
- Filing
- Writing out of Quotes and
Invoices
- Ensuring sale maximization
 Secretarial
- Making Appointments
- Typing Letters
- Taking Messages
Graphic Designer  Designing – Training to achieve :
- Making Layouts
- Designing of Artworks
- Application of Signs