Siyad Abdul Aziz

Responsible for managing the end to end customer orders, from receipt of goods, inventory management, fulfillment to final delivery, invoicing and payment collection.

Manage warehouse compliance for receiving, fulfillment, RMA, cancellations, inventory control, cycle counting, product handling, back-orders and multi-channel order management.

Monitor order backlog and making sure delivery dates are correct and on-time. Minimize order cancellations. Coaching and monitoring the team of order handlers.

Interface cross-functionally at all levels within the divisions of the company, including communication with supply chain, subsidiary management, external resources and concerns, such as freight forwarders & third party providers.

Act as logistics facilitator to ensure that all elements of the domestic and international distribution process are coordinated to meet customer requirements in a timely manner.

Meet with other department heads to analyze and forecast sales, purchasing, production and marketing, so the warehouse activities remain coordinated and running smoothly.

Monitor inventory for organization and supervise efficient working of staff according to company policies and prepare accurate records for all physical inventory.

Ensures optimum inventory levels are maintained for each brand/category & keep stock control systems up to date and planning future capacity requirements.

Perform tests on ERP systems and recommend improvements to procedure and prepare appropriate reports for all inventory requirements.

Initiate and implement process improvements in coordination with Finance, IT, Enterprise Solutions and Sales responsible.

Develop specific warehousing requirements based on strategic plans and customer expectations; design the appropriate warehousing solutions that incorporates logistics best practices.

Worked as a Team Lead, Customer and Technical Support for Symantec, McAfee and Amazon.com with Sutherland Global Services

Location: Kerala, India

Years of Experience: 3 (From January 2010 to February 2013)

Duties and Responsibilities:

Professionally handle customer queries and technical issues and ensure that are resolved both promptly and thoroughly.

Analyze call logs to spot trends and underlying issues. Investigating and solving customers' issues, which may be complex or long-standing that have been passed on by customer service assistants.

Troubleshoot customer issues over the phone and through remote assistance. Diagnosing and solving hardware/software faults and infected computer systems. Installing and configuring computer and anti-virus systems.

Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking. Handle issues in the best interest of both customer and company.

Evaluate team’s performance and maintain KPI. Conduct meetings with team leads to discuss dead lines, performance and brainstorm ways to improve it. Manage, coach and set action plans for the team.

Responsible for compiling and generating reports as they relate to customer service surveys.

Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.