Customer Service Executive
IAL Logistics Emirates LLC
مجموع سنوات الخبرة :21 years, 2 أشهر
Negotiate long term rate agreements / air freight contract rates and decide strategy for selection of carriers. Ensure competitive buying of services
Provide sales team with details of rates from various carriers & agents
Liaise with overseas agents for import & cross trade rates-sea & air
Build relationships with local air freight vendors and overseas agents
Updation of overseas agency database & suggest new agencies to management
Monitor existing customer volumes and provide feedback on pricing trends and competitor activity to management quarterly.
Take Feed back from the sales team and negotiate with Carrier and Overseas agents for competitive rates and/ or better service levels.
Achievements:
30% reduction in buying costs through effective negotiation with airlines & overseas agents
66% Cost savings of AWB fee through implementation of CASS billing with major airlines in UAE like Emirates, Fly Dubai & Etihad
Supervise a team of Assistant Merchandise Planners;
Daily work allocation, conducting regular one-on-one meetings and team huddles;
Generating daily, weekly and monthly performance score cards
Suggest process improvements and cost savings
Devise strategies to improve productivity of employees
Achievements:
100% on time production
Increased accuracy rate from 90% to 100% in a span of two months
Attendance management and shift rostering; identify process failures and provide recommendations to reduce adverse customer impact.
Identifying and escalating of Compliance breaches and Business risks
Able to meet deadlines with high level of accuracy
Monitoring claims files, calls of process associates on a periodical basis and giving feedback
Achievements:
Consistently met the SLA's (100%) set by the client
Contributed for savings in claim spend ( approx 30% saving on total claim spend)
Played a key role in mitigating the quantum of litigation cases
Taking inbound customer service calls pertaining to their credit card purchases
Replying to customer queries via emails and providing first time resolution via call/email
Customer relations and interaction
Co-ordination between various entities /departments within and outside the organisation
Overall responsibility for smooth day-to-day functioning of the books department.