Coordinator - Sales Support & Operations
Skycom Express LLC
مجموع سنوات الخبرة :11 years, 1 أشهر
Support Prepaid Sales Team with timely assistance with regard to quotes, documentation and follow up updates.
Coordinating with agents to get the best rates for heavy shipments for prepaid clients. Coordinating with courier for operational activities and for the payment settlement of Prepaid Sales.
Tele Sales to generate new leads for business.
Coordination with other department to ensure smooth functioning of Prepaid Sales.
Ensure customer satisfaction by answering customer calls and rapidly responding to inquiries or requests while maintaining a service oriented, friendly and empathetic demeanor.
Answer customer inquiries, trace shipments, schedule pick-up delivery service and answer basic shipping questions utilizing computerized systems.
Additional duties as assigned.
Operations:
Communicating & coordinating with Ground Delivery staff, Service Centers, Call Centre
operations
Delegating the respective jobs to the respective personnel in the designated geographic area
Handling service failures in progress and minimizing the effect by the effective co-ordination
and crisis management
Processing the local and international shipments and manifesting in the systems
Customer Service:
Dealing customer queries
Handling Customer booking requests & Shipment tracking process
Providing Induction Training to new joiners
Closing all queries within the turnabout time assigned
Maintaining Quality standards as given by the department head. This is applicable in
telephone/e mail/ face-to-face conversation with customers
Proactive trace and track of shipments and investigate thoroughly on undelivered, returned,
delayed, lost, damaged and held shipments.
Daily updates to be entered in the system for all open traces. Ensuring that all the customers
are fully updated on any exception related to them.
Monitor all in bound and Tran’s shipments and registering traces in case of non delivery of
shipments post the transit time.
Maintain thorough knowledge of all departments, the Skycom network, products and services,
systems so that customers are given accurate information
Cross selling Skycom products that can be helpful to any customer
Handling all Administrative Responsibilities under Branch Level.
Monitoring Attendance, coordinating with Regional office.
Sear Handling Human Resources activities
OD initiatives, Recruitment, employee orientation, training and development at branch level
Co-ordination for payment of Vendor bills, handling invoices, procuring and disbursing stationary, statutory bill payment and all other expenses.
Process the documents of the newly joined employees and resigned employees
Making proposals and disburse the loans against the vehicle finance.
Check KYC norms in files for the loan.
Disbursement of loan proposals through proper Dedupe, Verification (telephone) & FI.
Checking for File name errors making sure that all documents follow company policy guidelines and archiving files and records correctly.
Updating in UNO Software and reconciliation of the accounts.
Performs Edits on Documents and prepare the documents in timely manner.
Completing the Documentation process and forwarding to the main office for the approval and dealer payments.
Follow up of PDD’s
Handling Insurance both General and Life
Underwriting of Files.
Handled customer walk in the branch.
Building customer relationships and managing customer’s expectations through correspondence.
Crosse ling the Products like Insurance, credit card, gold loan etc
Seeking settlement of case & issued the NOC.
Delivery Order issuance.
Other Responsibilities which is assigned by the superiors.
Appointing Channel Partners
Agreement Renewal of Channel Partners
Network Expansion
Branding of Franchisees
Conducting Customer Satisfaction Surveys
Franchisee Rating
Preparation of Action Plan for improving Quality Management System
Arraigning Training Programs for Channel Partners
Assistance for Franchisee Sales
Master of Business Administration in Human Resources & Marketing, University of Kerala, India
Bachelor of Science in Mathematics, University of Kerala, India 2012