Subramaniam Rangaraj

**, ******* ********, ********, ** L6R 3P9 Tel: 647-***-**** E-mail: abqhew@r.postjobfree.com

PROFILE & SUMMARY OF QUALIFICATIONS

Problem Solving: Reacts quickly and appropriately to problems in the DC; follows-up in a timely manner to issues not immediately resolvableCustomer Driven: Creating a customer-focused environment in which excellent service is provided to all Customers (internal & external); ability to see the business through the eyes of the customer.Gets Things Done: Motivates self and others to accomplish important objectives despite a complex environment and multiple demands; creates a sense of urgency; delegates appropriatelyCommunicates Effectively: Communicates clearly and concisely with all audiences; keeps others informed and listens carefully to input and feedback; adapts messages to fit audience.Plans Strategically: Demonstrates the ability to develop goals, set direction and action steps necessary to meet the short and long term goals of the organization. Solid and strong continuous improvement mindset and analytical and crisis-intervention skills; remain poised and level-headed under pressure

CAREER PROGRESSION

Customer Service Specialist Maersk Canada Inc.

May, 2008 – To date

Create an environment of innovation and rapid response to client’s needs based on a deep awareness of their business from both a tactical and strategic perspective that both add value to and create competitive advantage.Phone call /chat / email support and attendance to customer queries, creating an environment conducive to promoting service initiatives and problem resolution relative to the key elements of customer service.Ensure customers receive prompt, efficient, and professional attention that is delivered in knowledgeable manner while being in full compliance with service level benchmarks and global process initiatives.Conduct vessel reconciliation & manifest processes as per standard operating practices (SOP).Provide proactive service support to an assigned customer base using acquired product knowledge while responding to customer inquiries and expediting requests utilizing the internal organization’s support network Communicating, processing and coordinating claims from customers with our Claims Group acting as a liaison for streamlining the end to end customer redress process.Attendance to workflow management queue system and reply within timeframe against KPIs and take corrective action where necessary for continuous improvement of processes within scope of responsibility.Deliver customer experience as outlined by the Customer Service Centre team and build trusted relationships across different stakeholders within and outside Maersk Line

Customer Service Coordinator CMA-CGM (Canada) Inc.

June, 2006 – April, 2008Handle day-to-day customer service queries, promoting lines services (DELMAS & OT AFRICA) by imparting information including rates, equipment size, line schedules and arrivals, transhipment details, Customs formalities and paperwork requirements. Secure booking for customers as per requirement on line vessels. Confirm equipment availability and release for bookings. Application of rates per contracts / rate quote prior to release of booking confirmation to the customers.Requisitioning of equipment, allocation and shortages, coordinating with equipment depots to ensure timely availability, ensuring cut-off dates are adhered to, timely and accurate return of goods to the Ports.Interact with Port operations staff for operational issues at the Port, arrangement of Inter-modal services, rail billing and timely transfer of containers to meet cut-off dates.Handle irate customers, problem-solving, coordinating with documentation department and generally acting as a conduit between customers and company management.Liaison with Head Office overseas and the US Principal Office as well as branches and Agents abroad for cross bookings, routings and timely equipment release issues.Handle Inside Sales Coordination and assistance to customers in terms of timely provision of accurate service information, vessel schedules, prevailing Ocean Freight rates and applicable assessorial surcharges and origin / destination specific surcharges and generally assist in working to closing the sale

Logistics Coordinator Seabridge Int’l Shpg Inc.

Sept., 2004 – June 2006Processing of all shipping documents to ensure on-time customer shipments to all destinations. Coordinates with contract and third-party vendors on customer’s behalf to ensure on-time delivery performance with Finished Goods and Sundry Supplies.Provide monthly KPI metrics and reports to core leadership team to ensure activities are aligned with corporate initiatives. Observe all LEAN and 5S initiatives and related procedures within the distribution environment Negotiate freight rates for both inbound and outbound shipments, as well as the shipping of all wholesale customer orders that move via truckload, LTL or courier.Ensure distribution centre layout maximizes the efficient use of space and ensuring changes to the layout plan, as necessary based on business conditions.Meet regularly with key reports including the Warehouse Supervisor, Customs Coordinator & Administrative personnel to manage and measure objectives. Manage relationships and liaise with customs brokers, courier companies and overseas logistics departments and agents.Manageable goals set for the logistics team and adhering to set up processes to help measure objectives. Implement strategies for continuous supply chain process improvement, cost reduction, inventory strategy, line-haul and distribution network optimization and KPI tracking

Customer Service Supervisor Teleperformance Canada

Oct. 2003 – July 2004Managed a team of 15 to 20 Telesales Representatives, responsibilities included training, mentoring, motivating, evaluating and coaching staff.Identifying customer service agent's skills and addressing any weaknesses and deficiencies with development programmes.Analyzed and interpreted daily, weekly and monthly reports to determine immediate remedial action to focus campaign back to the right direction.Planning and forecasting future growth and development prospects and necessary procedures to be adopted to meet goals as specified by our client.Achieve and maintain targeted service levels, supervise daily telesales rep. schedule, resolve escalated issues by determining appropriate actions, and imparting sound understanding of the quality components necessary in sales programme.

Logistics Operations Supervisor DJS Int’l Services, Texas, USA

Mar 2001 – Aug 2003Assist in the development, for Customer approval, of a transportation and logistics planEngaging appropriate procurement support to perform all relevant international logistics requirements and assist in engaging customs agent to provide all custom clearance services, including advice on tariffs and duties.Process and disseminate reports, on all relevant order requirements, including; numbers, material descriptions, freight forwarder and customs identification, shipping means, names routes and dates, delivery terms and exceptions to planned delivery dates and status while also building in remedial actions to correct anomalies in the above.Arranging, engaging and managing, with appropriate procurement support, qualified domestic transporters to undertake all relevant domestic logistics requirementsInteract with internal and external contacts including customs brokers, procurement, QA, freight forwarders, 3PL’s and government agencies ensuring a seamless and timely movement of inventory.Identify variances and initiate corrective action to stay on target. Resolve and/or coordinate appropriate resolution of all business and technical issues, identify and manage risks associated with the project.

Logistics Analyst Aramex International, Dubai, UAE

Feb 1993 – Oct 2000Interpreting Customer needs and leading supply chain initiatives deliver their needs, while ensuring its in line with the company’s goals In charge of a team responsible as a logistics and distribution division for creating strategic Customer [short and long term] roadmaps in conjunction with Supply Chain and Sales Work cross-functionally to optimize the distribution of products from manufacturing to customer while reducing costs Ensure shipping and transports are aligned in getting product to customers. Optimize trailer utilization for all loads to reduce Transportation costs.Optimise route design – improve long-term schedules to minimize costManaged an independent, self-administering team that was responsible to the top management as a profit centre.

Assistant Manager / Operations Blue Dart (GSP-FedEx) Bombay

Aug, 1983 – May 1992Set up and managed an efficient, streamlined sorting centres to ensure accurate and on time deliveries and collection of time-sensitive documents, parcels and packages.Set up and managed a ‘hub and spoke’ centralized facility for receiving sorting and connection of documents and packages to International locations. Was also responsible for setting up and operate an efficient carting operations network.Served as a member of the route planning and networking team and staff recruitment panel. In charge of a territory to manage existing clientele and marketing new products like airfreight, ocean freight and export / import consolidation services for the company as part of its diversification plans.

EDUCATION

Bachelor’s Degree - University Of Bombay.

Majored in Management-Human Resource Development, Business Economics, Financial Accounting and Auditing, International Marketing - Exports.

North Lake College - Texas, USA.

Completed course in Logistics Management, Traffic Management, Problem solving and Decision Making.

PROFESSIONAL DEVELOPMENT

Certificate in Dangerous Goods Regulations – CMA-CGM.Completed successfully Team Management – Supervisor Module – Teleperformance Canada.Problem Solving and Decision Making Strategies – Seminar / Aramex.Company’s Extensive Training Courses in Sales, Marketing and Customer Service.IATA Basic Cargo Introductory Diploma / Dangerous Goods Regulations Diploma.Workshop training in Customer Oriented Marketing & Service Strategies - Blue Dart Express.

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