Customer Service Manager

PROFESSIONAL SUMMARY

Highly motivated Assistant Manager adaptable to evolving logistics technology to facilitate the shipping process. Centered on meeting client expectations while retaining quality standards to ensure timely delivers. Proficient in customer support, efficient problem solving and looking for areas where improvements can be made. Interested in continually pursuing additional education and learning more about the International business.

SKILLS

1. Ocean Freight Negotiation 2. Lay time Calculation 3.Export Import Documentation

4. GAFTA / RSA 5.Incoterms 6.Letter of Credit / UCP

7. Export Customer Service 8.Container & Bulk shipments 9. Demurrage/Dispatch

10.Charter Party / Vessel Recap 11.Contract Management 12. Logistics / Supply Chain Management

WORK HISTORY

Assistant Manager - EXIM (Oct 2018 – April 2020)

Phoenix Global Trade Solutions Pvt. Ltd – Hyderabad (Agro commodities trading house)

Executing shipments / operational requirements of contracts and charter parties such nominations of vessel, documentary instructions (receive, check and issue shipping documents). Collect and prepare original documents for presentation.

Rice shipments from Thailand & Myanmar to Africa and multiple regions in both bulk & container.

Checking prices, cost and raising shipment invoices, organizing payments of suppliers and third parties through the system to the finance department.

Coordinating with suppliers, vessel agents or stevedores for the smooth loading/discharge of

cargo.

Arranging all relevant documents from vessel agent at both load & discharge port, like SOF, NOR,

Letter of protest etc

Arranging third party documents like COC, ECTN, BSC as per destination country requirements.

Doing Lay time calculation for bulk vessels and updating demurrage & despatch against bulk vessels.

Creation of Sales/Purchase contracts or addendums as per business confirmation.

Arranging all export documents, invoice, packing list and other bank related documents.

Checking all supplier & third party invoices and arranging payment for the same.

Follow up with banks for import docs, payment and debit advice.

Preparing LC drafts and coordinating with banks for the opening of import LC.

Sending import payments instruction to bank and arranging export presentation of docs.

Arranging multiple reports of ongoing shipments.

Introducing new ideas for process improvement, Handling, guiding and supporting team in all

issues.

Trade Execution Officer (May 2017 – May 2018)

Shree Renuka Sugars Ltd. – Delhi (Sugar exporting company)

Arranged international shipments of sugar for customers like Bunge, ED&F Man, Olam International, ETG etc.

Handled Break bulk and container shipments more than 500 FCL per month.

Regular follow up with CHA for the lifting of empty containers, timely filling of shipping bill, submission of containers in port and arranging docs for customs clearance.

Chasing buyers to send nominations, document instructions as per contractual terms.

Liaising with various departments like accounting, trading and plant operations team for carrying out trade execution activities smoothly and efficiently.

Issuance and presentation of contractual documents for payment.

Issuing of final documents to buyers once payment is sighted.

Lay time calculation for demurrage & despatch against bulk vessels.

Preparing export shipment documents and arranging Surveyor, Health, Phyto certificates and COO from chamber of commerce.

Appointing Shipping Agents and Independent Inspectors/Surveyors.

Processing invoice and payment follow up with buyer and ensure all outstanding against the shipment are settled and closed.

Submission of export exchange control copies to accounts.

Maintaining accurate records of shipment execution as per business requirement.

Export Logistics Coordinator (June 2014 – April 2017) PG Paper Company Ltd. – Delhi (UK based Paper trading company)

Handled 3rd country ocean export shipment including contact the customer, pick up, documentation check, shipment booking, tracking and Letter of Credit shipments.

Preparation of pre and post export documents like Packing list, Commercial Invoice, BL instruction etc.

Sending export documents and draft BL to customer for approval.

Raising customs documentation including legalisation of documents, managing online forms for the efficient, cost effective and lawful execution of all import/export activities.

Applying Marine Insurance for cargo, EUR1, ATR1 and Certificate of Origin.

Checking Letter of Credit and preparing documents as per LC requirement and submitting docs to bank for discounting and negotiation.

Follow up with CHA to file custom documentation on time, transportation & rail out containers as per vessel planning.

Making proper shipment planning with warehouse for execution of export shipments.

Deal with Shipping line, CHA & Forwarder for rate negotiation, compare with other CHA & Forwarders rates & take best rates from them as per comparison.

Doing market research and identifying new market or opportunities for paper export.

Communicating with supplier, warehouses and customers regarding outgoing orders.

Sr. Export Customer Service Officer (Oct 2011 – Nov 2013) Maersk Global Service Centre India Pvt. Ltd. – Pune (Back office of Maersk Shipping Line)

Arranging all duties related to export bookings (creation of manual, HAZ, OOG & E-booking) and amendments as per CSOP for Australia clients.

All works related to export Customer Service & documentation (eg. B/L Manifest).

Handling all the Reefer, Dry, OOG, SOC and Cross Trade bookings and Follow up with shipper to submit Forwarding Instruction or Shipping Instruction.

Handling disputes & escalations within SLA. Analysis and preparation of various weekly reports (eg. TAT, BT Non Compliance & VMS).

Promptly informing customers about changes which will have impact on them and providing accurate detailed & complete information that may have in relation to these changes.

Customer Service, Carrier Schedule Changes, Managing Customs Compliance, Shipment Status Information, Hazardous Materials, Day-To-Day Activities for all Australian clients.

Executing training for team members and keep them updated with new process.

ACHIEVEMENTS

Awarded with best and highest booking performer of the team.

Travelled to Australia for process migration and knowledge transfer.(Maersk)

Travelled to Scotland, UK for four months for logistics training. (PG Paper)

EDUCATIONAL QUALIFICATION

2005 - 2010 Masters in Foreign Trade from DAVV University, Indore (MP)

2003 -2005 HSC from Bonanza Convent Hr. Sec. School, Satna (MP)

KEY COMPETENCIES AND SKILLS

Strong sense of ownership and accountability for work.

Consistent ability to adapt to process changes quickly and accurately.

Good Oral and written Communication, and Knowledge in Excel.

Ability to build working relationships with stakeholders.

Hands on with NETSUITE, SAP, ORACLE, LOTUS, OUTLOOK, OCS.

Ability to execute and exceed both internal and customer expectations in a team-oriented Operations environment

MAJOR RESEARCH PROJECT AND TRAINING

Impact of Global Recession on Developed Economies.

Freight Forwarding Business in India.

Worked as Planning Supervisor (Management trainee) for one year in Tata Steel Ltd. (On pay roll of Pithampur Wire Plant).

Certificate in Supply Chain Management

PERSONAL PROFILE

Date of Birth: 17th Aug 1988

Marriage Status: Married

Language: Hindi & English

DECLARATION

I hereby declare that all the particulars stated above are true to the best of my knowledge and belief.

Rohit Jain

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