Cluster Logistics Executive (Customer Support)
Tetra Pak
Total years of experience :17 years, 7 months
• Managing customer enquiries regarding shipment and delivery schedules.
• Responsible for resolution of escalations like complaints or invoicing related queries.
• Resolved 60% operational issues by communicating with courier partners, suppliers & internal teams.
• Ensure that shipments & custom documents are in compliance with International Trade standards.
• Managing e-Business ordering portal by monitoring orders, error correction & recording goods returns.
• Monitor and control the movement of Express orders, ensuring the highest levels of efficiency using quickest means of transport.
• Liaising with CDC regarding stock availability for new customer orders & organizing deliveries through RDC.
• Ensure that goods are shipped efficiently and organizational SOPs are correctly followed.
• Liaising with logistics service providers in case of delivery issues.
• Oversee customer order and fulfilment for Middle East, African Continent & Asia.
• Regularly working with Shipping lines, Air Freight and Sea Freight forwarders for cost reduction opportunities.
• Automated customer invoicing with global IT, improved team efficiency & received appreciation.
• Arrange support for contract based customers by providing technical services, spare parts, machines etc.
• Became an integral part of 5S initiative within the organization, working towards implementation of lean processes at workplace. Ensure shipping/packaging area and other departments are in compliance with health and safety regulations.
• Responsible for maintaining and sharing shipment schedules, order status reports.
• Monitored overall logistics of customer redemption from placing the order to delivery of merchandise.
• Worked closely with fulfilment department to ensure that customer rewards are dispatched on time.
• Resolved customer issues like delay in delivery by 40%, Faulty stock deliveries by 10% and Out of Stock issues by 20% by consistent discussions with suppliers.
• Maintained positive client relationship by exceeding Service Levels above 95% and resolving 95% queries/escalations within 2 working days.
• Planned design & implementation of Order Processing system that helped internal team & supplier to monitor customer orders, the process reduced the delay in delivery complaints by 40%.
• Worked on Aautomated invoice recon project, enabling finance to process timely supplier payments.
• Sourced rewards in entire GCC for different loyalty programmes with customer base of over 1.2MN.
• Managed on-going relationship with 30 suppliers like Sharaf DG, Spinneys, Heys, Damas, Dnata etc.
• Negotiated volume based discounts and monthly special offers with partners and saved cost by 15%.
• Supported successful launch of Standard Chartered Rewards 360 loyalty programme in UAE & Bahrain.
• Presented monthly stock status, delivery status of loyalty programmes.
• Managed, guided and trained teams in Qatar, Bahrain, India, UAE and Singapore.
• Dealt with complex itineraries and complaints. Handled orders, Tax payments & Miles Redemption's.
• Supported Testing & Implementation online booking engine which reduced Travel call volumes by 80%.
• Liaised with agencies and airline partner regarding bookings, schedules and special offers.
• Received Air Miles Outstanding Performance Award.
• Responsible for management of day-to-day call centre operations.
• Handled unresolved escalated customer queries & complaints, and ensured immediate resolution.
• Scheduled and monitored break of call centre agents.
• Measured monthly team’s performance and quality, responsible for training and development of the team.
• Monitored Client SLAs and ensured that service levels are not compromised at any cost.
• Evaluated content of calls like agent Etiquette, customer service skills and information provided.
• Received Cupola Award of Excellence in Handling Complaints, Stress Buster (S.B.A)
• Prepared Invoices, Quotations and Purchase Order (L.P.O).
• Handled and solved customer’s complains efficiently.
• Received HP Awards of Excellence Customer Service, Made A Difference (M.A.D)
Msc in Logistics
Bachelor in Accounting: July 2005 From: Ajman University of science and technology (AUST), Ajman -U.A.E