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Customer Service

Location:
Mumbai, Maharashtra, India
Posted:
October 09, 2016

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Ajay Khose

**/*:**, Siddhivinayak society, Income Tax Colony,Belapur CBD, Navi MUMBAI – 400614.

Mobile: (91-966-***-**** & (91-703-***-****.

E-mail: acwy60@r.postjobfree.com

Supply Chain management.

Client Servicing.

Complaint Management

Global Procurement.

Team Management.

Continuous Improvement.

Proven abilities in interacting with suppliers for efficient negotiations on delivery schedules.

Expertise in handling customer service operations for rendering & achieving quality services and providing first line customer support by answering & resolving their issues within TAT.

Demonstrated excellence in monitoring delivery of high-quality customer experience, elevating customer satisfaction, while adhering to SLAs and work processes and managing cost-effective operations

Negotiating with freight forwarders for timely delivery of the materials required.

Effective communicator with honed interpersonal, negotiation & relationship building skills.

AREAS OF EXPERTISE

Maintaining a strong communication chain between the different divisions in order to receive inquiries about status of materials, requisition, dispatch and delivery status.

Managing distribution of stock commodities to various Stocking centers.

Leading logistics operations involving coordination with transporters and other external agencies to achieve seamless transport solutions.

Managing logistics functions, negotiating with transporters for cost effective transport solutions.

Building & maintaining healthy business relations with customer and enhancing customer satisfaction matrices by achieving delivery & service quality norms.

Initiating and sustaining efforts for improving customer satisfaction scores through regular relationship calls.

CAREER TIMELINE

EMPLOYMENT DETAILS

NCR CORPORATION LTD, MUMBAI. (JANUARY 2015 – AUGUST 2016) SUBJECT MATTER EXPERT (RAPID RESPONSE TEAM).

Monitor team of 15 RRT agent’s.

Provide proper training to all agents and guide them with updates.

Floor Supervision and train agents on Order processing and Email Etiquette.

Creating RMA on CISCO website as per part requirement for AT&T.

Processing part returns order on FedEx and UPS portal.

Handling End to End Logistics for 4 Key customers (AT&T, SuperValu, Walmart & Symantec.)

Whenever a backorder is raised source parts from Vendors (Canon, Juniper, Blue Coat, Riverbed etc.)

Coordinating with 3PL’s on Bi-weekly basis to discuss the progress and improvement areas.

Coordinating with Buyer’s team to communicate Client’s requirement.

Manage stock as per part requirement history.

Manage Clients and Customers escalation through emails.

Assist Managers in Ensuring that the Team Goals and the Objectives are met.

Weekly meetings on WEBEX with Customers to analyze team progress and improvement area.

Successful transition of RRT process from US to India.

Weekly review and discuss NFO expense report for Canada.

Analyzing individual performance by preparing Monthly Stack sheet.

Maintain Monthly Walmart and AT&T reports.

Negotiation

Relationship

Building

Strong

Communication

Leadership

Skills

NCR CORPORATION LTD, MUMBAI. (MAY 2013 - DECEMBER 2014) LOGISTICS COORDINATOR.

Processing parts requests ordered by customer engineers in North America according to customer priority (sending parts same day or overnight flights).

Coordinating with Manager’s, Customer Engineers & Executives of all warehouses in North America.

Responsible for provisioning parts to Customer Engineers.

Global Procurement of Materials.

Vendor Management.

Handling queries from FEDEX & UPS& DHL for order placement and shipping information.

Active participation in sending of customer reports & meeting SLA.

To track and trace parts in the distribution process for deliveries.

Assist Managers in Ensuring that the Team Goals and the Objectives are met.

Support to Customer Engineers who generally will be onsite at a customer location.

Ordering through Remedy software.

Handling Escalation calls.

Involved in Continuous improvement project.

Handling escalation emails.

Creating and Tracking orders on Oracle.

Actively involved in Oracle implementation team.

Taking appropriate decision for choosing the carrier and route of delivery for timely delivery of orders at minimum cost.

Generating Reports.

Global market research.

Understanding the Customer’s needs and sourcing their requirement globally. NCR CORPORATION LTD, MUMBAI. ( AUGUST 2012 - APRIL 2013) ESCALATIONS COORDINATOR.

• Manage Customer Escalations via Phone and Email.

• Escalate to Logistics Coordinator on Critical orders to get part NFO.

• Track the order through LIM and if needed escalate to LIM Escalations to check and move the part if in delivery exception.

• Cancel the shipment if part not needed by Coordinating with Work Order Escalations.

ACCOMPLISHMENTS.

Awarded as “Rockstar” performer in Supply Chain Management category.

Performer of the Month 6 times in 2 years.

Actively involved in Continuous improvement project, identified the duplication of orders and successfully implemented measures thereby reducing cost.

Involved in Oracle Implementation team for US & Canada Operations.

Have been given the responsibility of training and mentoring new joiners.

Promoted from Grade 4 to Grade 8 within 3 years.

Volunteered as a trainer in Computer Literacy for all initiative by HR. NATH MIND POWER ACADEMY. NAVI MUMBAI. ( MAY 2011 – JULY 2012 )

Assistant of Gold Member of Indian Trainer’s Association.

Conduct Introductory seminar and 2 days practical Memory Workshop.

Preparing seminar and Workshop presentations.

Contacting Authorities for Companies and Colleges for Introductory seminar.

Demonstrate Scientific Memory Workshop practically and get permission to conduct Workshop. AVIVA LIFE INSURANCE. ( MARCH 2007)

FINANCIAL PLANNING ADVISOR.

Life Insurer.

IRDA License 3195266.

ACADEMIC DETAILS.

BSCIT (2013). (Mumbai University)

CORPORATE SKILLS.

Client Servicing, Problem Solving, Decision Making, Effective Communicator, Self-Management, Customer Centric, Team Building, Time Management.

COMPUTER SKILLS.

Microsoft Office, Windows XP, Windows Vista, Windows 7, Lotus Notes, Outlook. Excel, Oracle, CISCO WebEx.

PERSONAL DETAILS

Civil Status : Married.

Date of Birth : 23rd November, 1988

Languages Known : English, Marathi and Hindi

Nationality : Indian.

I hereby declare that the above information is true and correct.

[Ajay Khose]



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