Manager, customer Service & Marketing
Dhaka Thai Ltd ( A leading aluminium Company )
Total years of experience :10 years, 1 Months
• Executing plans & managing 35 team members for achieving customer service & marketing targets
• Developing & designing service procedures, policies & standards
• Ensuring business growth improving customer engagements & service
• Handling customer complaints & providing timely solutions
• Optimizing marketing campaigns, product promotion & launching
• Analyzing industry, trends, competitors’ sales & marketing strategies
Key Achievements
• Launched gift program for customers
• Established CRM software & introduced barcode on products
• Recruited above 15 staff members
Headed customer and warranty service
• Managed overall call centre operation & 15 technicians
• Ensured customer & warranty service policy for products
• Coordinated the sales team & retailers
• Executed service audit for delivery & service point
• Solved customer’s problems
• Improved customer service by evaluating & re-designing process
• Visited market & analyzed competitors for business advancement
• Established SLA with vendor
Key Achievements
• Recovered BDT 70 lac pending warranty claim from suppliers
• Designed electric vehicle battery service process for warranty claimed batteries, 2019
• Launched a call center, 2019
• Recruited above 100 staff members
• Developed SOP for customer service
Managed office administration in service point
• Supervised all departments of service point including accounts & store
• Maintained customer relations & resolved complaints
• Provided daily reports to the management
• Visited Dealer & Plaza regularly for ensuring quality service
• Recruited, trained & developed skills of service point staff members
• Ensured zero accident in service center by fire safety training & alert
• Contacted local police station, fire service, hospital & utility services
Key Achievements
• Zero Pending Award 2017
• Launched a service center 2017
• Recruited over 100 staff members
Acted as custodian of commercial policy & ensured legal compliance
• Prepared monthly budget, expenses report, settlement of account, balance confirmation, claim settlement
• Trained, developed staff members for capacity enhancement
• Implemented SLA, and SAP in all operation (SD, FI, MM, PP)
• Made agreement with service vendors
• Visited & collected NOC from dealers, appointed new dealers
• Collected sales order from customer/sales team for timely dispatch
• Maintained sales, purchase & current book (MUSHAK 11, 16-18)
• Prepared monthly VAT return & price declaration
• Maintained OPEX/CAPEX, asset list, scrap stock, inventory
• Reported overdue status, planned action to collect dues & control over dues & expenses
• Verified physical stock, ABC, FIFO, slow & non-moving stock
Key Achievements
• Helped in achieving BDT 1.9 crore sales, Feb 2016
• Batter of Appreciation Award 2016
• Best Commercial Officer 2015
Prepared & checked documents i.e. order, cash memo, money receipt, invoice, STI, STO, purchase order, vouchers, credit note & adjustment
• Ensured accounting entries in SAP software for sales, collections, expenses, bank, fixed assets, accruals & petty cash transactions
• Monitored inventory movement & stock position; controlled petty cash
• Made sales report covering target distribution, category wise daily sales, month wise sales performance & achievement
• Prepared daily collection & deposit report, account financial reports
• Monitored accounting activities, reconciliation, invoicing & reporting
• Cooperated internal& external auditors
• Made VAT reports & collected Income Tax & VAT certificates