Arlena Lewis

Responsibilities:
Customer Support
• Respond all email messages on prompt basis and on same day, ensure that no emails is left pending in the inbox and interim messages to be sent to those who cannot respond.
• Regularly verify deposit cheque customers list. Avoid customers exceeding the deposit cheque value without compromise.
• Supervise loss of volumes basis past averages and address to customer via email to customer contact.
• Effectively monitor drop in transshipment volumes & secure lost volumes by addressing messages to agents, customers, pricing, own offices.
• Ascertain that transshipment in charge in pricing possess list of transshipment customers & corridor wise transshipment volumes to analyze drop in through cargo and address the drop with agents and customers. Individual pricing executive will monitor for their respective sector.
• Prepared space v/s loading vessel utilization report immediately after vessel sails out from each port. This is to identify whether vessel sailed is full or light.
• Identified on weekly basis customers lost from support list, recognized customers dropped volumes to Simatech and issued instructions for agents to regain the lost business.
• Monitored third party vessel schedules, sailings and their loading performance.
• Verified booking CBF on weekly basis and highlighted the missing customers and query for regaining missing volumes.
• Developed weekly new transshipment cargoes coordinating with potential customers. Prepared MMR report every month to be analyzed and actions taken in writing.
Sales Support and Pricing
• Accountable for accurate updating of Feeder tech system so that invoices can be generated without delay. Invoices need to be generated between 24 hours to 48 hours of each sailing and deadline needs to be met for timely and correct invoicing.
• Ascertain that the copy of the tariff is always available for the sectors and discuss for discrepancies with team leader and ensure approvals are in place prior to inputting in the Feedertech.
• Regularly amend the Tariff sheet with revised rates if a rate reduction or rate increase is applied for major customers in a sector.
• Block the rates if any discrepancies are noticed. Avoid wrong invoice generation by blocking system timely (block rate).
• Ensure special rates; update one off rates in the system on the same day of offer and block the ongoing rates to avoid wrong invoicing; if customer delays approval then block the rate in the system to avoid wrong invoicing.
• Maintain tender calendar and ensure all tender related actions initiated / reminded to management to ensure tender is submitted on dead line. Submit tender on deadline is pricing responsibility.
• Monitor the tender volumes are delivered to Simatech in sectors having nominations for Simatech. Monitor and coordinate with the line is pricing responsibility.
• Regularly update all rate agreements, tender agreements, one off rate agreements, special rate agreements, surcharge implementations, JV issues, JV agreements etc. to Finance dept with supporting messages.
• Monitor unbudgeted cost. Update management and also query with relevant persons in writing.
• Clear the entire pending quotations maximum within 2-3 days and ensure that there are no pending quotations.

Key Responsibilities:
• Obtained detention free time approval from overseas agent. Coordinated with overseas offices with regards to timely delivery of consignments. Proactively updated shippers with regards to any inordinate delay with the shipments.
• Involved in issuance of export bookings and accurate ratings of the bill of lading.
• Coordinated with customers to ensure appropriate utilization of bookings, thereby, full utilization of vessel.
• Collaborated with overseas agents to obtain rates for nomination shipments and rating the bills of lading for the nomination shipment.

Key Responsibilities:
Customer Service
• Provided sales support to help build stronger customer relationship and leverage our regional sales persons.
• Developed customer retention and traction. Analyzed customer queries related to specific shipments and solved their day to day queries with regards to their post shipment requirements, bills of lading.
• Involved in active engagement with customer through tele-sales and meetings.
• Coordinated for vendor management by monitoring purchased items records, inventories, sale tenders, purchase contracts, and relationship with suppliers. Also measured, & evaluated vendor performance & troubleshot all vendor problems.
• Coordinated with the booking, operations and other locations to ensure loading of containers and smooth release of bill of lading. Involved in recovery of any damages and out of pocket expenses to the shipping line.
• Promptly responded to general enquiries from colleagues and clients via mail, email and fax. Functioned under strict deadlines and responded to service requests and emergency call-outs.
• Managed quality communication, customer support and product representation for each client. Guaranteed positive customer experiences and resolved all customer complaints promptly.
Documentation Executive (Documentation) (June 2007 to December 2007)
• Released bills of lading to WEB based customers, i.e. customers who are registered with Maersk Line to use the facility of E-billing. Supported the customers with registration on web, solved their queries related to Maersk Line website.
• Promoted and liaised with Finance with regards to E invoicing facility available on Maersk Website.
• Ensured that BOLs are correctly issued keeping in mind that there will be no claims towards the company along with customer satisfaction as the aim. Assisted customers when they face any problems with regards to BOL release process.
Sales Support Executive (In-house sales) (August 2006 to June 2007)
• Supported front desk on pricing of various related trades, Filed rates specifically for Latin America, Europe and Africa based on guidelines set by Trade Focal. Submitted daily reports for analysis by Management team.
• Effectively trained new recruits.