Customer Service Representative
Food Specialities Limited
Total years of experience :12 years, 7 Months
Location - Jebel Ali, Dubai
Placement of all the orders with distributors for Sea Food / Non Sea food, Cat Food/ Cat Litter which were received from various customers or Sales Managers and processing it in a the given timelines. Booking the freight for the vessel as per the ETD and ETA and verification of all required documentation as per customs regulations for every country.
Daily communications with the suppliers on the movement of orders and update the customer accordingly. Once the vessel is sailed, original documents which are sent by the supplier need to be handed over to Logistics.
Maintenance of database, contact details, payment terms, price lists of every supplier / customer. Also other data maintenance like various Formats, Barcodes, Labels, Purchase order files, Customer Order files, ANP files, Sales order and Purchase order files.
These above data maintenance had a major role to play in all the reports which were required daily/forth nightly/ monthly or yearly.
Inter departmental correspondence with Logistics, IT, Accounts and all the Sales Managers were a key role to play in smooth delivery of an order and full payment towards it
Heading entire State including Mumbai and Vidharbha locations for various major activities of Operations and Administration.
Taken over the state when there was no one handling this position for 5 odd months. Achieving A+ ranking immediately after joining in the yearly appraisals when there was entire mess to clean up as the State was in very bad shape.
Monthly receipt updation of 3.5 crores is a core activity as a support function to Collection’s. Reconciliation of Pool accounts like ICICI Bank and Axis Bank across Maharashtra. Reconciliation of NOC and NPDC accounts for outstation location where tie up’s of Pool account is not available. Managing branches across Maharashtra with respect to waiver authorization, closures of loans, Customer service and reconciliation. Conducting training on various projects like Dealer Cashier process, up gradation of manpower skills etc.. Maintaining daily cash records and documents with regards to audit. Having sound relationship with out bond customers, HO and Vendors to have a smooth functioning of the state. Giving presentations and lectures to All India Management Trainees regarding synopsis of the company and daily work flow of branches with respect to TAT management, Customer satisfaction, implementation of new processes, Reconciliation of accounts and resolving customer queries over CRM for all over the sate with inn the given TAT time. Auditing of Receipt book stock and Stockyard auditing was of immense responsibility. Updating system with 350 Repo / Relese and Sale of vehicle and posting the entries accordingly to close the particular account. Monthly stationery requirements to branches and branch issues including retention and satisfaction of staff down the line to offline made everyone to have a fine pace to work with. Adhering to company policy and bringing any fraud to notice gave an impact of discipline amongst the interdepartmental collogues. Approving travel plans and travel bills of Branch Managers as per company requirements
Adhering to Standard Operating Procedures, Manuals to facilitate smooth functioning of process, ensuring to Service Level Agreements.
Handling all Maharashtra Locations viz; Pune, Nagpur, Kolhapur, Aurangabad, Nasik including all spoke location. Conducting training program’s on LOS at all the location to streamline the process for better management and smooth workflow for disbursement of file. Monitoring the functioning of assigned processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
Ensuring continuous interaction with the Dealers to make sure that area of concern can be worked upon for improved service levels. Interacting with Support functions for staffing & scheduling requirements, performance reporting etc. Identifying performance gaps; determining training needs of employees & Cpa Staff; updating on process related information; conducting suitable training programs to enhance operational efficiencies.
Mentoring and Motivating subordinates individually and during team meets to enhance service standards, customer satisfaction & team development
Managing the whole operations for Auto/Personal/Consumer vehicle loans. Design and execute systems/procedure to enhance efficiency level in all operational areas. Conducting non-discrepancy checks of the documents and paper required for the loan to avoid operational as well as business risk.
Maintaining disbursement TAT to ensure the growth of business, involved in delinquency management and reconciliation of all the dummy accounts on weekly basis to attain the level of "0"reconcilliaion issues. Handling monthly disbursement of 12 to 15 corers sourced from 21 locations. Updating all the big accounts of inventory funding and Trade Advance. Resolving all the core issues of customers to give complete satisfaction and resolution of the queries. Maintenance of all bank office records for audit queries. Heading a team of 12 people including Credit Processing Agencies. Imparting training Channel Partners. CPA/DSA Team Members about product and policies of Bank. Minimizing the cost constraints of the branch which ultimately leads in to branch profitability. Controlling all DSA's for manipulation of documents to disburse a case, daily check on RC and business limits for all Cat A DSA and dealer. Analyzing MIS reports to provide feedback to top management of Branch Performance. Providing guidance and support to the front-line Sales Team through target setting and reviewing measures. Generating and maintaining MIS for tracking performance
Location Nasik. India
Handling of back office operations in Nasik. Monitoring daily reports of proposal received, documents accepted & payment made to dealers. Banking operation. Petty cash handling. Development of excellent & cordial DSA relationship network. Attending to inquires & customer complains. Maintaining good customer relations
Location Nasik. India
Back office operations
Banking & retail sales for two - wheeler customers.
Maintaining good customer relations.
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