Export Coordinator
Hapag-Lloyd AG
Total years of experience :0 years, 0 Months
Worked with Hapag-Lloyd AG in Export Booking, Documentation, Invoicing
and Customer Service Department.
Analyzing customer’s queries through communication on phone calls and
emails for delivering them with real-time response.
Maintain Follow up with Customers and internal teams to resolve issues.
COD / misconnections / return cargo / other specials cases.
Co-ordinate with Sales and Sales support for pending/missing RA.
Attend to customers’ requirements from booking request until departure
of vessel check connections and route as per RA and preferred route
Clearing vessel mismatches within stipulated timelines.
One point of entry of Key Accounts (Pan India) in CS.
Bases of performance understanding and abilities transfer in different
accounts (Commercial - NVOCC - Key accounts (GAM / GNP)).
Completed online-certified training for HAZ cargo.
Transferred to serve dangerous cargo customers. (Booking ->
Documenation).
Submitting reports to management in case of discrepancy found in process.
Involved in streamlining of processes to ensure that customer service levels
are maintain.
Kept company in compliance with all contact center standards and
international requirements.
Have always maintained high productivity and a minimum error
percentage.
Maintaining Monthly Stats, Daily Productivity, Shrinkage, Break adherence.
Objective was to groom fast and get respective position in organization.
International Airlines Group) on third party payroll
Sutherland global services for Cargo Claims, Cargo Operations and
Customer Service Department.
* Checking flight details and flight availability.
* Making express bookings for shipment.
* Tracking of shipment, which is departing or arriving for London Heathrow.
* Finding out missing shipment from warehouse and updating the tools
accordingly.
* Keeping eye on damaged shipment and getting them repaired.
* Updating relevant record in system for the shipment.
* Handling Claims for British Airways.
* Main objective is to settle the claim on Loss/Damage/Delay of Cargo with
proper assessment within the condition of contract of carrier.
* Analyzing customer’s queries on phone calls and emails for delivering
them with real-time response.
* Handling escalation calls/emails in absence of team leader/manager.
* Auditing actioned emails by team to provide relevant feedback on their
performances.
* Planned and led over 10+ training sessions to ensure development and
quality control.
* Preparing Standard Operating Process, Training Documents for the Team
to understand the process better.
* Developed deep knowledge of customer businesses and relationship to
company objectives.
* Team handling in absence of manager.
* Worked as VTF (Virtual training force).
* Maintaining Weekly Roster’s, Monthly Stats, Daily Productivity (Incoming
data / Actioned Data/ Service level) and Attendance Tracker (Shrinkage
Percentage).
* Submitting reports to Senior Management in case of discrepancy found in
process.
* Checking all the Risk control metrics updated by the operations team.
* Publishing observations on RCM (Risk Control Metrics) which are quarterly
audited.
* Objective was to groom fast and become a future Team Leader.
* Giving new ideas/automation to the process
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