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Customer Service Manager, Logistics & Warehousing

Location:
Chennai, Tamil Nadu, India
Posted:
May 20, 2020

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Resume:

LAKSHMANAN GURUKAILASAM

Contact: +918*********

Email: addcbq@r.postjobfree.com

SENIOR LEVEL PROFESSIONAL

Operations Management / Transition Management / Continuous Improvement / Training Development

AN OVERVIEW

“Performance driven / result oriented Professional” with high level of business insight and record of achievements over a period of 20 years.

Proven Track record experience in managing the entire process operations with on objective of delivering business plans & goals successfully.

Used business insights, judgments and timing, to deliver on:

oOperational excellence with a focus on maximizing customer satisfaction, process adherence, business controls, etc.,

oContinuous Improvement initiatives to reach maximum efficiency on the operations with a clear focus on Value Delivery.

Greatcollaborative abilities with the Partner functions with the objective of delivery “Best in Class” experience to the Customers.

Periodically reviews the Operating Procedures, challenges the process & makes them customer friendly, without compromising the Business controls.

Prudent, disciplined and self-oriented with excellent interpersonal, communication & organizational skills with proven abilities in team management & customer relation management.

Created a Brand for Customer Service Centre in the Organization & ensures that the Business looks at CSC as 1st choice of window for any Customer related initiatives.

CORE COMPETENCIES

Designs & delivers the goals in line with the Business Objectives & thrives to work on exceeding customer expectations, with closely working with the Partner functions and reviews the performance on profitability, the cost to service & on providing value-added service to the Customers.

Play a key roleon formulating the Business planning for Global Key Accounts& works back on aligning the teams on operational areas & on FTE as well.

Unique in providing specialized services to Global Key Accounts, by way of virtually tracking their inventory & proactively proposes delivery schedules to Customers for placing orders.

Periodical review of internal targets, performance against SLAs, work-force performance, Quality Development– aimed at a complete Performance Management

Manages the System, Process, Organization transitions effectively and ensures that those are a “non-event” for the Customers while they interact.

Took ownership for TS (Total Systems) recertification for Shell, year-on-year by way of ensuring periodical internal process reviews to ensure that the Customer Service Centre is completely in line with the Business Control framework.

Random checking of CRM (Customer Relation Management) tool to ensure that the interaction information are captured properly & coach the team on the gap areas which has a positive bearing on individual’s development & overall Productivity.

Specializes on managing teams by way of regular team meetings, 1-2-1 interactions, daily huddles andcoach for effective & efficient productivity.

Specializes on Continuous Improvement behavior – Initiated various projects which are aligned with Profitability of the Organization as well as the Customer Satisfaction:

oTo strengthen the Channel Management, initiated a project on increasing the satisfaction level of top 20 Channel Partners across the country. Taking E2E responsibility, thereby liberating the time of Sales Professionals& to increase the Customer loyalty and thereby the ROI.

oOrdering Made Easy: Aimed at maximizing the usage of ecommerce for our Customers on various queries. Also kick-started few actions on “Proactive Customer Comms” an auto communication process which provides the status of their orders, right after credit clearance till shipments created.

oExplaining/training the Customer on various features on eCommerce, which will drastically reduce their dependency on Customer Service for various documentation needs.

oThe Ordering Made Easy (auto triggered communication) has a positive bearing on the operating cost & thereby increased the Profitability for the Organization, by way of reduced FTEs (Full Time Employees).

oIncreased the profitability by USD 160K during 2013 and 2014 & delivered USD 120K during 2015, by way of reduced FTE.

oA Project on effective Working Capital Management: collection of “Concessional sales tax forms” from current/legacy customers. This was managed by Business as a process & CSC was asked to help them from 2012. A tremendous delivery to the Business. The team has been collecting forms worth USD 160K, year-on-year.

oWorked on a cross-functional project, to reduce the profitability block on working capital. Came up with a policy document to eliminate potential inventory write-off & which had delivered USD 125K during 2014.

oA Project on liquidation of Excess inventory in the system, by way of selling the non-moving, non-promotional inventory thru our channel partners to support effective Product Life-Cycle Management. This project helped the Organization on getting rid of the tail-end inventory & thereby eliminating the working capital cost. The team has been successfully delivering USD 1 million every year.

oProject on Service Efficiency from a 3rd Party Service Provider (for Shell Cash Cards) to reduce the General Public complaints on the way the Cash Cards business was managed. Audited the process, recommended strategies for effective operations during 2014.

oFurther, to expand the Shell Cash Cards business for a specific market (Bangalore), worked on a short time-bound project “Lead Generation”. This is aimed at tapping the commercial fleet segment for usage of Cash Cards & to understand the potential to strategize placing of our product during 2014.

oAs a part of Strategy Management, ran a project on All India Depot Assessment during 2003, aimed at assessing the existing operations & presented a Strategy Document for better operational efficiency and controls.

oOn Transition Management areas, instrumental in setting up the Customer Service Centre at Chennai during 2009, setting up the process, recruited the team, trained & coached the team.

oPost the merger of Pennzoil with Shell during 2008 reviewed the 3PL network & optimized the network to ensure efficiency on cost as well as on operations.

oEffective management of Vendors: Appointed various 3PL warehouse providers & Hauliers. This involves periodical review of their performance against the contractual obligations & work on operational & cost effectiveness

EMPLOYMENT DETAILS

Working as Project Manager with Ecesis Technologies (Kimball Electronics Limited )for a project at Kolar, Karnataka – effective 1st March 2019.

Worked as Senior Manager – Customer Service & Operations, for Multivista Global Pvt Ltd from Jan’19.

Handles the front end team of Customer facing (4 Managers & 17 associates) and Warehousing/Logistics (4 Managers & 21 associates), spread across Southern Region.

With the overall responsibilities of timely providing Sales Offers & processing the Sales Orders

(Offer to Delivery cycle)

Since Feb’98 till June’15, was with Shell India

Growth Path:

Operations Executive, Chennai : Feb 1998 – Dec 1999

Distribution Executive, Bangalore : Jan 1999 – Apr 2000

Regional Logistics Executive, Hyderabad : May 2000 – Jan 2004

Outbound Logistics Scheduler & Planner, Mumbai : Feb 2004 – July 2006

Regional Logistics Manager South, Chennai : Aug 2006 – Dec 2009

Team Lead Supply Chain, CSC Chennai : Jan 2010 – May 2012

Team Lead GKA Lubricants, Retail, Marine & Bitumen : June 2012 – June 2015

Since1988 – 1997: Commercial Group

Accounts Assistant, (Commercial Goods) Chennai : 1988 – 1990

Accountant-Cashier, (Commercial Packers) Chennai : 1991 – 1994

Office in charge, (Commercial Enterprises) Chennai : 1995 – 1997

NOTABLE ACCOMPLISHMENTS

oWon the Global Commercial (GC) Competition at Venice (2015), as I was selected as the Top Manager in our Business for Asia Region.

oWon the Global Vice President Award during the GC Competition for Outstanding Customer Focus & a value delivery of USD 700K during 2014, by way of various cost saving / profitability focused initiatives.

oWon the Global Retail Business Podium with a 3rd place during 2014.

oHas been awarded with the Shell Performance Share Plan for the exceptional individual performance during the year 2013

oAs an effective Team Manager, was successful in placing 4 of my team members in other functions of Shell by working on their competencies.

o2 of my team members won the GC Competition & won the respective Vice President Awards at Rio de Janeiro (2013) & at Istanbul (2014)

oClose knitting with the team, ensured that the team is highly motivated & focused on their deliverables – which saw a consistent rising Customer Satisfaction Index from 2013.

oOur Global Key Account, John Deere had rated Shell as their “Top Suppliers” during 2013 & 2014.

oOur another Global Key Account, Maruti Suzuki had rated us as their “Best vendor” during 2013 – for the first time in their association with Shell for the last 8 years.

oImplemented SAP in Customer Service Centre during 2011.

oInstrumental in consistently working on the FTE (Full Time Employees) reduction in the organization from 38 during 2012, to 26 in 2015.

oImplemented Intranet Depot Operating Software (IDepos) during 2003 to improvise on the existing system for better data visibility & inventory accounting.

PROFESSIONAL ENHANCEMENTS

Undergone the following trainings:

oFrontline Leadership skills at Shell

oAction Based Learning on Stake-holding skills Mastery at Shell

oEffectiveness in Leadership by Mercury International

oLogistics Management at XLRI Jamshedpur

oSafety on Transportation of Hazardous Goods, NOCIL Thane

ACADEMIC DETAILS

B.A. Economics from A.M. Jain College, University of Chennai (1983-86)

PERSONAL DETAILS

Date of Birth : 22nd March 1966

Permanent Address : Plot No.39, New No.10, PRR Homes, Vinayak,

Lakshmi Hayagreeva Nagar 6th Cross Street,

Adambakkam, Chennai 600 086, Tamil Nadu

Languages known : English, Hindi, Tamil & Telugu



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