ORDER MANAGEMENT SPECIALIST
Fetchr
Total des années d'expérience :13 years, 7 Mois
• Solved problems with various departments within the company which included Inbound Logistics/Receiving Team/Fulfillment Team/Shelving/Picking & dispatching of orders/Last Mile Team/Reverse operations team
• Prepared Project reports by doing Research/ Gathering Data / Submitting for Approval
• Point of contact for all estimated shipment data matters. Responsible for the facilitation and the flow of shipment escalations, research, tracking and reporting back to the sales team
• Handled escalations related to any order coming from client and customers in coordination with the Support Team in Egypt
• Actioned Fresh Desk inquiries posted by Support Team to Order Management Team with regards to various queries through Fresh Desk email
• handled Order related monetary disputes and refunds
• Monitored Customer Service Tracker inquiries posted by the Call Center Team in Egypt
• I managed a team of Sales Executives and ensured that they handled all opportunities effectively and guided them in line with company requirements and sales targets.
• I serviced the requirements of existing customers ensuring all aspects of their needs were being met.
• Attended Customers queries on a daily basis including track and trace inquiries, placed customer bookings, prepared shipping reports in C Track system
• Attended Escalation Calls and Emails and provided feedback to customers as per the agreed time frame.
• Provided spot rates to Customers and ensured that the spot rate quoted is followed up and converted into a sales
• Handled customers with outstanding payments and ensured the payments were received on time
• I attended the weekly complaints meeting, and ensured that necessary actions were taken to resolve the problems
• Visited Key account Customers on a regular basis to check on service standards and getting feedback of major concerns from their end
• Prepared Sales proposals to prospective customers from the allocated database provided and offered them the company products and services
• Coordinated the Operations team on daily collections and assured all collections are being updated, scanned and missed pickups are being reported back to me.
TNT International Express - Dubai
BUSINESS SOLUTIONS EXECUTIVE - SALES AND MARKETING (August 2012 - November 2014)
• Constantly provided suitable solutions to over 8000-10000 customers the department services, which ultimately helped maintain and enhance their loyalty to TNT.
• Arranged Full Trailer Load (FTL) shipments to GCC countries through TNT’S advanced road network service on a weekly basis for TNT’S high end customers.
• Performed all booking & billing administration activities in order to maintain accurate information essential to sustain revenue and customer service
• Achieved the department revenue target provided on a quarterly basis with regards to revenue generation for the department
TNT International Express - Dubai
CUSTOMER SERVICE AGENT - KEY ACCOUNTS DEPARTMENT (May 2008 - Aug 2012)
• Proactively contacted customers where service issues may affect delivery commitments, and understood customer needs in order to recommend an appropriate solution with the Service Recovery process.
• Provided regular updates to the customers in line with the agreed call back times and customers' preferred communication channel.
• Provided written communication requests by giving accurate, complete and professional information detailing the specific requirements as agreed with the customer.
• Regularly liaised with the Major Account Sales Managers to check on customer satisfaction, issue’s, and to further seek business opportunities.
• Promoted TNT’S CIT applications, self-service options and regular pickups from customers, where appropriate.
• Proactively ensured that the customers are aware of necessary paperwork for shipments and any special instructions.
• Communicated accurate and complete shipment statuses from the TNT track and trace system.
• Prepared customer Delivery performance reports in line with their requirements and the standard offerings of TNT.
TNT International Express - Dubai
CUSTOMER SERVICE IMPLANT - MAJOR ACCOUNTS- (July 2010 - Feb 2011)-Seconded to work at Dubai Aluminum
• Checked for all incoming and outgoing shipments of this particular customer on a proactive basis.
• Communicate with the relevant departments (Logistics and Mailroom) for any service issues or delay in shipments which affect customer delivery commitments.
• Process Duty Exempted Import Bill of Entries on a weekly basis with the customer’s Logistics department and TNT’s clearance department.
• Ensure all Import shipments are cleared from customs on time and delivered to the customer’s warehouse.
• Proactively communicate any customs paperwork issue for Import shipments with the relevant logistics co-coordinator, which may hamper or delay the clearance in customs control.
• Packing and processing of all export document shipments from the marketing department on a daily basis.
• Preparing monthly Delivery Performance Analysis reports for Import and Export shipments.
• Preparing a daily activity report for incoming shipments from rest of the world in order to monitor delays and service failures.
• Communicate with the rest of the TNT depot’s around the world to ensure smooth delivery of all outgoing shipments, and if needed to escalate as per TNT’S escalation policy of 1 hour and to keep the Major accounts Team Leader update on the progress of the case.
TNT International Express - Dubai
CUSTOMER SERVICE FRONTLINE AGENT (May 2005 - May 2008)
• To provide excellent accessibility to customers & maximize available revenue opportunities for the business whilst providing an exceptional customer experience
• To identify & act on selling opportunities to retain revenue whilst providing suitable solutions to customer’s requirements
• To deal with booking exceptions and/or with cross-location calls/e-mails in a productive & high quality manner.
• To ensure transactional information & system entries are completed in an accurate, complete & timely manner
• I was In-charge of all outgoing & incoming shipments in RMA Dept.
• Coordinated with International suppliers for RMA Returns
• Handled the export orders to other countries from the RMA Department & coordinated in RMA return shipments from respective countries.
• Updated supplier Credit Notes on a regular basis where they were unable to provide replacements
• Coordinated with courier companies for prompt delivery of shipments
• Cross checked courier rates with different service providers in line with cooperate contracted rates.
Principles and practices for selling International Air travel.
Certificate in Micro Based Training ( Microsoft Word, Excel, PowerPoint )
DIPLOMA IN COMPUTER STUDIES
This was the School where i studied and completed my Schooling career.