Assistant Manager
VWR International FZ-LLC
Total des années d'expérience :0 years, 0 Mois
Customer service, Middle East & Africa
Summary of responsibilities
Team handling/Leadership area:
•Handling Exports Dubai, UK & France customer/sales support activities for VWR’s global customers viz., Europe, Med America, Oceania, Middle East & African Countries
•Handled 20+ team members and 3 different processes, Exports Operations - UK & France covering Laboratory chemicals, equipments, HPLC columns & Clinical Trials businesses for VWR.
•Meeting & Exceeding Business Owners expectations consistently for the set KPIs.
•Managing process SLAs by publishing monthly/weekly KPIs /metrics and reporting to Stakeholders.
•Looking for possible opportunities and propose process transitions to Business Owners/Management regularly.
•and providing feedback by conducting performance review on a regular basis.
•Motivating & Grooming the bottom level performers and bringing them to the benchmarked performance expectations
•Monitoring the Quality of deliverables by conduction Quality checks and providing required feedback to improve the overall quality of deliverables.
•Attrition management by providing feasible growth opportunities to associates based on their 9-blocker scores & ARP Analysis
•Assisting the manager in handling team & routine operations, updating dashboards, leave tracker, daily process updates, daily biometrics report… etc.
•Monitoring the individual performance/conducting Performance review on a given cycle for associates based on the set objectives and make necessary recommendations for merit increase
Business focus area:
•Set up and maintain customer listings and pricing on Excel and SAP and complete order process through SAP.
•Maximize order fulfillment by reviewing order to ensure product is in stock at warehouse.
•Fulfilling the International customer orders in SAP as per the customer requirements such as shipping conditions, In-co terms, prices and delivery terms, Sales & Distribution, Master Data Management on SAP.
•Performing the necessary Regulatory checks and Embargoed checks according to US Export compliance
•Checking License requirements, Hazardous Items and escalating the requirements to UK onshore team
•Liaise with internal Logistics team to liaise with third party logistics provider for order picking & outbound delivery performance.
•Organize transport and send invoices plus any required legal export documents for shipment.
•Act as an escalation point of contact for customers and ensure that they receive a full and efficient pre-sales and post-sales service.
•Perform administrative duties.
Team handling/Leadership area:
• Handling Exports Dubai, UK & France customer/sales support activities for VWR’s global customers viz., Europe, Med America, Oceania, Middle East & African Countries
• Handled 20+ team members and 3 different processes, Exports Operations - UK & France covering Laboratory chemicals, equipments, HPLC columns & Clinical Trials businesses for VWR.
• Meeting & Exceeding Business Owners expectations consistently for the set KPIs.
• Managing process SLAs by publishing monthly/weekly KPIs /metrics and reporting to Stakeholders.
• Looking for possible opportunities and propose process transitions to Business Owners/Management regularly.
• and providing feedback by conducting performance review on a regular basis.
• Motivating & Grooming the bottom level performers and bringing them to the benchmarked performance expectations
• Monitoring the Quality of deliverables by conduction Quality checks and providing required feedback to improve the overall quality of deliverables.
• Attrition management by providing feasible growth opportunities to associates based on their 9-blocker scores & ARP Analysis
• Assisting the manager in handling team & routine operations, updating dashboards, leave tracker, daily process updates, daily biometrics report… etc.
• Monitoring the individual performance/conducting Performance review on a given cycle for associates based on the set objectives and make necessary recommendations for merit increase
Business focus area:
• Set up and maintain customer listings and pricing on Excel and SAP and complete order process through SAP.
• Maximize order fulfillment by reviewing order to ensure product is in stock at warehouse.
• Fulfilling the International customer orders in SAP as per the customer requirements such as shipping conditions, In-co terms, prices and delivery terms, Sales & Distribution, Master Data Management on SAP.
• Performing the necessary Regulatory checks and Embargoed checks according to US Export compliance
• Checking License requirements, Hazardous Items and escalating the requirements to UK onshore team
• Liaise with internal Logistics team to liaise with third party logistics provider for order picking & outbound delivery performance.
• Organize transport and send invoices plus any required legal export documents for shipment.
• Act as an escalation point of contact for customers and ensure that they receive a full and efficient pre-sales and post-sales service.
• Perform administrative duties.
Exports UK/France - Customer service Operations
in 2009 & Team Leader in 2010 & Sr. Team Leader in 2016.
•Initiated & assisted 6 major process transitions for Exports business to VWR Coimbatore, GBC.
•Coached/groomed 5 of my associates to leaderships roles across Global Business Centre, CBE.
•Won additional businesses to Global Exports in through maintaining high service delivery standards.
•My Team (Exports UK) recognized as “Best Customer Service team in year 2014” across European business units.
•Proud winner of 2 Star leader awards in the Half yearly Rewards & Recognitions program (
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