Florence Sunitha Silas

Accountable for all customer facing elements of a shipment. Handling all daily customer service requests,
monitoring and driving adherence to SLA’s.
* Organize customer meetings to identify the grey areas, provide solutions and work together to maintain healthy
business relationship.
* Pro-actively informing customers about contract balances and related information, highlighting next step.
* Sending daily shipment status tracker report / monthly Insurance report to the customer.
* Monitoring shipment movement progress to ensure end to end supply chain flow is in order and under control.
* Notifying the customers in case of any delays / issues with shipment/supplier documents.
* To ensure customer requirements are compliant with CEVA Guidelines/Principles, such as code of conduct, dealing
with embargo countries etc.
* Working closely with Operations team to meet customer delivery requirements and resolve issues if any.
* Assist the Finance department by checking that customer orders are within the credit limit, providing visibility of
customer payment behaviours, validating customer invoicing and Vendor accruals.
* Actively involved in managing customers by providing alternative options and working on plans with best potential
outcome with both the customer and operations team to minimize interruption to services.
* Coordinates with Airlines, Shipping Lines, warehouse and operations teams to ensure cargo is loaded on time,
arrives at the Airport/Seaport before flight/vessel closing time and shipment is moved without delay and hassle.
* Involved in procuring rates along with pricing sales team, sending out quotations to the customers and follow up
on their feedback.
* Coordinating with both account management and operations to provide root cause analysis, facilitating
onboarding process, executing the process based on agreed SOP between BD and customer.
* Identifying potential challenges in execution and highlighting to concerned BD at the earliest.
* Actively interacting with overseas offices to ensure timely updates are provided.
* Handling customer disputes and proposing solutions. Getting internal stakeholders involved to arrive at a
resolution promptly.

Functional and disciplinary authority over assigned staff in close cooperation with the Department Heads.
* To supervise staff and processes within Ocean Freight Import Department.
* Monitor the team and support them to deliver a cost-effective Ocean Freight Import Product in a timely, accurate
and profitable manner in line with Internal an External SOP & KPI.
* Planning and allocating resources in daily operations as per established SOP’s & KPI’s.
* Effective communication and regular follow up’s with internal stakeholders, suppliers and operational staff for
smooth flow of daily operations.
* Monitoring continual improvement in data quality levels on systems such as FOS, PANTRACE.
* Ensuring database is updated for all discrepancies by the team.
* Managing employee vacation/compensatory/personal time-off requests in liaison with Head of Ocean Freight to
ensure a consistent service level with minimal operational disruption.
* Maintaining weekly reports of clients, GP, revenue, tonnage development and reporting the same to the
Management during regular meetings.
* Assist the Sales team in creating quotations and forwarding new sales leads to generate business.
* Supervising monthly invoicing of the department to meet department KPI’s.
* Proactively communicating to all stakeholders on carrier schedules, rates, tariffs (incl Port Tariff).
* Serving as a point of escalation for any operational discrepancies, delayed incoming invoices from suppliers
especially involving overseas Panalpina/Agent offices.

Interacting with load port Agents/Clients/Carriers for documentation / vessel arrival queries/data to DPA/Customs.
* Co-ordinating with warehouse for un-stuffing reports and arranging customs clearance and transport for clients.
* Circulating technical trans-shipment details and sending container discharge tallies to ECU LINE offices worldwide.
* Posting Bills of Lading, Import Data Entries, attending customers queries, invoicing, preparing quotations, debit
notes, issuing delivery orders and handling other related paperwork.
* Sectors handled: Europe, West Africa, Red Sea, East Mediterranean and the Indian subcontinent sectors through
corporate correspondence.

Inbound and Outbound (Air, Sea and Land Shipments)
* Interacting with Origin and Destination Business Unit Agents/Clients/Carriers for Flight / Vessel arrival queries and
documentation.
* Manage Operations Team and provide them with positive reinforcement and motivation to perform and execute
service contracts at, or more than customer’s standards.
* Maximized productivity through better customer service, successful and timely communication, follow-up on each
awaiting matter with customer.
* Developing strategic objectives to formulate plans, analyse and expedite them.
* To ensure Land Export Shipments are delivered to the Customers by the Integrator within given stipulated time.
* Negotiate rates and service level with Integrators with the goal of controlling costs and ensuring optimal service.
* Facilitating client relationships in accordance with contracted service agreements.
* Coordination with Warehouse for accurate and appropriate System updates to generate Shipment Documents.
* Forward Pre-Alert Documents and other related paperwork to Customers Prior Shipment Arrival at Destination.
* Update and Maintain KPI, Intrac and Monitoring Sheet Reports on day to day manner.
* Handle CLAIMS for Damages / Lost shipments and update IHT (Incident Handling Tool).

Co-ordinating with Exporters/Agents/Forwarders/Carriers for documentation.
* Arranging customs clearance and transport from clients' warehouses.
* Issuance of Bills of Lading, transmitting documents to discharge port agents.
* Planning for Export Container Stuffing. File closing and other related correspondence.
* Cross trade Experience: 6 months. Functions involved co-ordinating with load port agents and discharge port
agents for handling their cross-trade businesses.

co-ordinating appointments and scheduling meetings.
* Drafting communication, invoices and quotations to international clients.
TECHNICAL SKILLS AND