MANAGER – CUSTOMER SERVICE & AFFILIATES SALES
TotalEnergies Marketing UAE LLC
Total years of experience :21 years, 7 Months
Formulate, develop and implement customer service policies and standardized procedures, define and communicate customer service standard oversee the achievement and maintenance of agreed customer service levels agreements (SLA).
•Led and managed a dynamic team of 4 assistance managers and 9 customer service representatives, responsible for providing the best level of customer service and ensuring optimal service levels and sustained growth in designated business segments through organized segment-wise. Maintained hierarchical teamwork, nurturing and coaching team members for continuous improvement.
•Established and monitored key performance indicators (KPIs) for Customer Service and Logistics teams, driving continuous improvement in efficiency and customer satisfaction. Developed and aligned KPIs for all business segments to improve and adherence to Service Level Agreements (SLAs).
•Managed month-end operation closing processes, ensuring accurate and timely financial reporting in collaboration with cross functional teams. Led monthly reporting of TotalEnergies affiliate sales, providing key insights for strategic decision-making and sales enhancement.
•Managed and oversaw the budgets and sales pipelines of affiliates, leveraging trends to develop accurate forecasts. Coordinated closely with headquarters on various aspects, including budget allocations, sales volumes & forecast, and pricing strategies. Played a key role in the development and fulfillment of Supply Agreements with TotalEnergies affiliates, ensuring alignment and commitment from both parties.
•Played a pivotal role as a liaison between headquarters in France and Singapore and the manufacturing plant in the UAE, effectively fostering enduring relationships. Spearheaded the growth of the grease business in diverse destinations by implementing strategic plans and ensuring seamless communication and collaboration across international teams.
•Effectively worked on global tenders, involving inter-affiliate cross-functionality and supply chain coordination.
•Conducted comprehensive customer satisfaction surveys across diverse customer segments with the aim of maximizing participation rates. Analyzed feedback to develop and implement action plans, effectively addressing concerns and enhancing overall satisfaction.
•Key user of CRM (Salesforce), SAP (Sales module), E-ordering and digital flow, the tasks are not limited to user creation, training, and reporting, system bugs, correction tickets creation.
•Handled customer complaints in a professional and efficient manner. Used available resources to investigate and retrieve all information required for cases management. provided timely and accurate information and monitored customer feedback to ensure satisfaction.
•Collaborated with affiliates and the supply chain to develop realistic annual supplies plans, preparing monthly price lists. Implemented forecasting linked to order processing, providing regular updates on the political framework of the responsible territory.
•Operated in a high-growth market with intense competition from international and local lubricant players. Ensured strict adherence to Group's HSE processes and guidelines, compliance procedures, and relevant regulations across customers and office premises. Key Achievements:
•Supervised and coached team members and new hires, providing comprehensive guidance to foster a collaborative and high performing work environment. Employed a proactive approach in team management, ensuring each member had the necessary skills and knowledge to excel in their roles.
•Successfully managed a portfolio of 40 affiliates across various countries, overseeing a total volume of 40, 000 Metric Tons of lubricants & greases. Demonstrating strategic pricing and communication skills.
•Successfully led the implementation of B70 (optimization of Sales team time).