Manager Customer Service
Resume:
Aman Salim
adaw1r@r.postjobfree.com
A creative procurement & logistics expert, with an MBA in supply chain management and over thirteen years’ experience in customs brokerage, transportation and warehousing. Specialist in procuring products, services, equipment & vendor selection including planning & executing the tendering process across multiple industries including hospitality, F&B, construction, energy and electronics sector. Pro-active business strategist, continually negotiating optimal commercial terms within a highly competitive & rapidly changing marketplace.
CORE STRENGTHS
Procurement Cycle management
• Client Relationship Management
• Transportation & Warehousing Management
• Negotiations & Influencing Skills
Supply Chain Management
Product & Vendor Sourcing
Air, Ocean & Land Freight Operations
Developing Partnerships & Alliances
Competitive Market Analysis
• Sales Projections & Management Reporting
ACADEMIC QUALIFICATIONS
Qualification Institute
MBA in Logistics & Supply Chain Management Alagappa University, India
Bachelor of Commerce in Computer Applications Dr. C. V. Raman University, India
Senior Higher Secondary Education Peevees Public School, India
Higher Secondary Education Ideal English School, Qatar
CAREER TIMELINE
#
Position
From
1
Manager Operations
Jun’19
2
Manager Airfreights & Customs Brokerage
May’17
3
Logistics & Procurement Specialist
Dec’10
4
Overseas Services Coordinator
May’08
5
Procurement Assistant
Aug’06
PROFESSIONAL EXPERIENCE
Manager Operations (Jun, 2019 – Till Date)
Freight Links International
Manage Freight operations including developing strategy, overseeing logistics & transportation, client account management & customer services to improve revenues and maximising client retention. Key responsibilities include:
Develop & manage the global operations strategy including quality of customer service, issue tracking, quotation management, profitability, import / export for air or ocean in line with the company’s overall strategic goals.
Manage Financials, HSE & Reports freight operations while complying with government & company regulations
Oversee client account management by providing technical expertise, reporting & communication regularly with a keen focus on continuously monitoring & improving Client Satisfaction.
Manage the structured planning process of operations and troubleshooting challenges to ensure productivity is maximised, service recoveries are minimised and shipments processed on a timely basis
Coach, counsel, and mentor the associates to ensure that they remain motivated to drive a high performance business, comply with the SOP’s and deliver to their KPI’s in the areas of service, productivity, and quality.
Manager Airfreights & Customs Brokerage (May, 2017 – May, 2019)
DB SCHENKER
Managing the Air Freight operations including strategy planning, overseeing logistics, warehousing, transportation and customer service to deliver the profitability budgets. An additional responsibility included the setup and operations of Customs Brokerage team as well. Key responsibilities included:
Responsible for the overall Air Freight P&L by ensuring productivity and profitability in the day-to-day operations within Qatar including managing projects and initiatives, all aligned to support the Regional and Global Air Freight Policy as well as managing the local relationships with global service providers.
Being the first point of contact & proactively identifying areas of compliance risks, conducting risk assessments and developing plan of action to eliminate / mitigate risks for Customs & Trade Compliance related issues.
Monitoring performance against annually agreed Product KPI’s and initiate corrective actions including reporting to the managing director, regional headquarters & customers in a timely manner on air import / export performance, updates on client related freight shipping events, etc.
Participating in responding to global tenders, RFQs, global bids and other Tender Management activities with relevant commercial & operation inputs on buying rates, consolidation opportunities, and network constraints.
Collecting and communicating to internal and external stakeholders on the Qatar & global customs requirements, import, export processes, legal and regulatory requirements
Setting up, hiring and performance managing the Operations & Customs Brokerage team including supervising the 24 hours teams that were responsible for customs clearance, transportation fleet management as well as the safe handling of Dangerous Goods while complying with national & international standards (IMDG Code)
Liaising with Finance on the weekly forecast on expected shipments, timely invoicing, forecasting of funds required to pay duty / DO charges to expedite smooth clearance and ensuring proper accruals
Strategizing and further developing the Air Freight business with senior management and work with other country heads to introduce new products / services to further evolve and grow the local market, support sales team with business development and client relationship activities with existing & prospective customers.
Monitoring operational performance (sub-contractors, productivity, quality of service, data, incident handling) and initiating & implementing corrective actions; escalating to the Regional Head of Air Freight when needed.
Logistics & Procurement Specialist (December, 2010 – Apr, 2017)
Freight Links International
Leading the global sourcing, contract management and supplier management activities related to freight forwarding, air, land and ocean transportation services. Working with commercial operations, strategic sourcing and supply chain organizations globally to orchestrate sourcing and supplier selection. Key responsibilities included:
·Knowing the air, ocean & land freight transportation market drivers & work with clients to understand business requirements and align the sourcing strategy to implement relevant projects on an ongoing basis
·Assisting in the management of the operational staff in the freight and procurement teams on behalf of the Operations manager while assisting the Global Bid team in responding to global tenders, bids and RFQs
·Ensuring necessary processes are in place for the safe handling and full compliance of Air & Ocean Dangerous Goods as per national and international (IMDG Code) regulations at all times.
·Contacting potential vendors, performing reference checks, reviewing quotations, and evaluating each purchase requisition for the most appropriate method of procurement across the various client sectors including hospitality, F&B, construction, energy and electronics
·Ensuring individual raw materials, goods and services are supplied at "best overall value" to end users without disruption with due consideration given to; vendor selection, agreed business standards, specifications, agreed service levels, cost, lead-time, legislative conformance, & any other business needs.
·Carrying out periodic & thorough market analysis; identify, validate, negotiate, approve and select optimal sources of supply culminating in formal contracts and the most cost-effective transportation method.
·Managing the timely and optimal movement of shipment by developing strong relationships and coordination with suppliers, freight forwarders, government agencies, customs department, environment agencies etc.
Overseas Services Coordinator (May, 2008 – November, 2010)
Freight Links International
Managing & providing support for merchandise sourcing & payment collection with overseas suppliers and clientele within the logistics department. Ensuring timely delivery and quality of materials. Key responsibilities included:
·Ensuring proper tracking of all customer monies due and regular follow-ups carried out for timely payments.
·Authorizing payment of invoices or return of merchandise from suppliers.
·Maintaining on-going vendor performance metrics, providing vendor feedback, and facilitating vendor performance improvement projects where appropriate.
·Maintain payment terms, transportation arrangements & inventory of merchandise.
·Be the office back-up for the sales team providing information for RFPs / quotes & subsequent purchase orders
·Utilizing ERP system reports to monitor & manage compliance for shipments.
·Ensuring all customer related service enquiries are logged & fulfilled to completion by engaging relevant stakeholders – both internal and external.
Procurement Assistant (August, 2006 – April 2008)
Watch House Traders
Provide support for planning, sourcing and procurement initiatives for watches & electronic goods including ensuring the timely delivery & quality of materials while resolving any sourcing issues. Key responsibilities included:
·Working with marketing staff to obtain information about customer needs and preferences.
·Monitoring and analysing sales records, trends, or economic conditions to anticipate consumer buying patterns and determine what is sold and how much inventory is needed.
·Identifying vendors that can meet customer preferences and needs. Interviewing and working closely with vendors to obtain or develop desired products.
·Examining, selecting, & purchasing at the most optimal price, merchandise according to specification.
·Negotiating prices, discount terms and transportation arrangements for merchandise.
·Organizing and managing inventory including setting up or recommending mark-up / mark-down & selling rates.
·Authorizing payment of invoices or return of merchandise.
SKILLS & AFFILIATIONS
IT Skills : MS Office, SharePoint, Logistics tracking and Payment Tracking Systems
Languages : English, Hindi, Malayalam and Arabic
PERSONAL INFORMATION
·Birth Date : 31 January 1986
·Marital Status : Married
·Driving license : Qatar issued
REFERENCES
Can be provided upon request
Contact this candidate