Customer Service

Location:

Dubai, United Arab Emirates

Posted:

September 28, 2020

Contact this candidate

Resume:

Abdelaziz Ali Elakary

Dubai, United Arab Emirates

Contact: +971*********

Email: ****************@*******.***

To,

Hiring Manager - Human Resources

Greetings Sir/Madam,

Being given to understand that there exists a vacancy in your organization; I would like to offer my candidature for the same.

It is with great interest that I am forwarding my CV/Resume for your consideration. I am Born and Raised In Egypt and having being exposed to various streams of businesses in the local & International market, came to UAE in 2007, I come with a good background of MNC Experience Across MENA region i.e. (20 + Years) in Supply chain Logistics - 3PL warehousing operations, Procurement, Shipping, Customs & Freight Forwarding, Air / Road / Sea Operations, Customer Service, Key account Management. My record of academic achievements and professional career history demonstrates attributes that make me a valuable employee; I am seeking a stimulating environment that can utilize a versatile person to its maximum advantage.

My CV/Resume is enclosed to provide you with details of my professional skills and accomplishments and would appreciate if you give me an opportunity to present myself and my credentials.

Thank you for your time and consideration, I look forward to speaking with you soon. Regards,

Abdelaziz Elakary

About me

I am Egyptian National by Origin, Born and Raised In Alexandria Egypt and also have completed my Academic session during my stay in Alexandria, Egypt. Professional Experience - having being exposed to various streams of businesses in the local & International market. I also come with a good background of MNC Experience across MENA region i.e. (20 + Years) in Customer services operation, Supply chain Logistics - 3PL warehousing operations, Procurement, Shipping, Customs & Freight Forwarding, Air / Road / Sea Operations, Key account Management. Experience

3M Gulf Ltd. - Dubai, U.A.E. April 2018 – Aug 2020 Position: Customer Operation Leader – Middle East

Duties:

Managing 14 members of customer service team in Middle East including Egypt and Pakistan, & sample management and documentation team.

Sets the vision and culture of their teams by handling individual and team performance expectations and goals.

Maintaining singular focus on ensuring and improving customer satisfaction, by identifying broader customer impacting issues and implementing solutions to drive quality and productivity

Managing, reviewing, reporting sales opportunity. Average sales volume per year USD

$380m/- ~ $400m/- average no. of opportunities per year is around 3k~5k for Middle East.

Reporting qualified opportunity to direct manager who reporting same to business unit for final decision and action.

Managing channel distribution as well as end user business model.

Working with stakeholders in collaboration cross-functional way toward achieving assigned goals.

Coordinate the efforts of the different operational areas to ensure minimal duplication of efforts and maximum efficiency.

Responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, training, and problem solving.

Work closely with business team to maximize orders intake and initiating different type of reports to ensure a successful execution of the business Strategy .

Keep in contact with key account customers to make sure delivering high quality service level.

Drive and improve Customer Experience by ensuring high level of engagement and retention with customers.

Take ownership of customer issues/disputes and follow problems through to resolution

Continuously improve business processes to enable the most efficient way of functioning.

Ensure timely and adequate reporting of customer service KPIs and metrics.

Managing and leading project to improve service level.

Manage and track customer orders from purchase to final shipping

Identify and manage customer service resources

Create and run reports as necessary to discover or track customer ordering and estimate.

Develop standard procedures and policies to fit market changes and meet customer expectation.

3M Gulf Ltd. - Dubai, U.A.E. Jan 2014 – Mar 2018 Position: Customer service supervisor

Duties:

Setting up Key Accounts

Ensure that 3M services and relations with external and internal customers are at the highest level of quality and efficiency. Ensure world class customer service to 3M Customers.

Pursue activities to establish and sustain collaborative/productive relationships with our customers

Ensuring that customer orders are processed efficiently and responding to customer enquiries and requests

Managing systematic approach to capture, evaluate and report issues / opportunities bought forward by customers

Ensure sufficient quality information is provided to the customers through periodic order management reports

Supervise the timely settlement of Customer claims.

Ensure that orders are processed accurately and that correct shipping instructions and invoices are generated for dispatches

Co-ordinate decisions on allocation of scarce stock between orders with Sales and Marketing

Co-ordinate with supply planner to effectively implement phase in / phase out of products (innovations, re-launches & new product launches)

Co-ordinate with Logistics on timely and error free shipments to customer with necessary legalized documents required for customers to clear the shipments.

Manage and Optimize logistics service providers (transporters, shipping lines, 3PL).

Developing the team

Monitor overdue, credit notes/discounts, maintain adequate internal controls

Actively co-ordinate and follow on orders and shipment to ensure achievements of shipment targets within the month cut off.

Ensure compliance with corporate policies and procedures, including those relating to boycotts, transshipments. (Ensure 100% compliance on U.S law and company procedures)

Improve billing estimate process.

Help set up robust on-boarding process for new hires

Continue improving systems and reporting tools

Assist in setting up actions to step change quality of services to our business partners.

Leading the team for better customer service.

Ensure smooth daily warehouse transactions.

Communicating with source of supply to make sure on time delivery.

Follow up on shipping docs to be available on time on the right manner, for easy clearance customs process.

Reporting stock level in SOP. Maintaining requested stock level.

Replenishment of stock form source of supply following on its arrival on time.

Assisting the team on daily process tasks.

Setting up team KPI’s and performance yearly team review.

Co-ordination on a high level to make sure company target has been achieved. 3M Gulf Ltd. - Dubai, U.A.E. Dec. 2010 – Dec 31st 2013 Position: Customer service specialist

Duties:

100% Comply with company policies and procedures as per US law and local UAE law

Receiving customer request and quotation preparation

Customers order processing and materials ordering

Make sure that customer is matching with system order, materials, prices and etc.

Customers LC draft review.

Transmitting customer orders with source of supply and follow up.

Freight charges calculation

Conducting regular meeting with sales and supply chain team to make sure we are align with company business plan

Billing estimate to sales team, to make sure achieving company monthly target.

SOP meeting with inventory team.

Supervise warehouse team “3PL” making sure materials reach customers on requested delivery time.

Shipping documentation preparation, COC “certificate of conformity”, etc

Make sure to follow GCC customs required documentation for smooth customer deliveries.

Customs visits on regular basis to be close from customer needs.

Fully aware of Jebel Ali documentation cycle.

Emirates Float Glass L.L.C May 2009 – Nov. 2010

Position: Senior Export & Customer service Executive Duties:

Contact with the customers and support for their requirement.

Handling customers order as well as shipment with Oracle ERP system application.

Key account management.

Dealing with the shipping lines and freight forwarders for freight negotiation.

Open the customers files update same form the quote point till deliver the goods to the customer warehouse.

Close contact to top management for opening new markets and preparing reports.

Update the clients on their orders status and shipping details.

Quotation preparing, costing analysis, and pricing

Contact with key customers for new queries, try to maximize customer order.

Follow with production team on schedule and product ready date.

Review production plan and assist in demand planning.

LC’s reviewing and follows in the shipments and documentation processing.

Preparing the loading plan and follow with the warehouse for loading. Laidlaw Gulf (UAE) May 2008 – April 2009

Position: Sales - Logistic and Customer Service Executive Duties:

Responsible for updating the system with customer accounts data.

Responsible for getting quotations from supplier, negotiate on the given prices and record the same in the system.

Receiving customer requests, issuing the Proforma invoice accordingly within the requested interval time and following up with the customers on the same.

Co-ordinate and follow up with the marketing & the sales team.

Co-ordinate and contact with the customers to meet their requirement on time without fail.

Responsible for keeping the fast moving material stock and stock control.

Communicating with the supplier for ordering the material, delivery and shipping purpose as per the customer received purchase order time limit.

Responsible for getting the material on the requested time as well as the shipping document.

Reviewing the shipping document before starting the clearance process.

Follow up with accounting department for any overdue balance in any customer account, highlight the same to the customer and follow up on payment collection.

Collect the export shipping document and review it before submitting to the clients.

Responsible for preparing sales, supplier, and customer reports requested by the top management.

Geze Middle East Company (UAE) April 2007 – April 2008 Position: Sales & Logistic Coordinator

Duties:

Assist in the pricing strategy for the hardware division on regular basis based on the supplier quotations.