Bhavna Jha
KEY ACCOUNT MANAGER
Andheri, Mumbai
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Excel in maintaining key client relationships and enhancing company market share and reputation through excellent customer care and winning sales strategies. Has a demonstrated track record of developing and negotiating partnerships that result in long-lasting, mutually beneficial relationships. Astute in identifying operational requirements, implementation of plans and effectively coordinating with cross-functional teams to achieve organization goals. An individual with an upbeat positive attitude, strong work ethic and skills of dealing with diverse background staff. Excellent analytical & problem-solving skills .
Overview
15
15
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
Key Accounts Manager
Rhenus Logistics India P Limited.
Mumbai
06.2021 - Current
- Responsible for managing Key customers, client satisfaction, relationship management, company image and reputation management.
- Sales strategies, Commercial Driver and revenue growth, for the portfolio of the customer given to handle.
- First point of contact for customer in the organization, Responsible for Quoting to customer for Ad‑hoc quotations and regular Air, Ocean, and Road transport.
- Supporting team for Global RFQs of customer by communicating with overseas offices and other stakeholders.
- Ensuring development of biz with given customer, Strategy planning and Value proposition for the customer.
- Identifying opportunities for expanding services and Cross‑ Deep selling of express‑air‑ocean.
- following up on the shared quotation, meeting customers to manage the entire process up to the closure.
- Agreeing on the Scope of services and KPI’s for measuring the quality‑of‑service deliveries.
- Preparing and Sharing Clear SOP drawn up for each product offered and having the same signed by the Product heads and Client.
- Explaining the SOP & KPI’s across the product teams and training the Teams on the same.
- Monitoring quality KPI’s and ensuring customer service KPI’s are met.
- Ensuring clients get an Excellent experience when they reach out to me for their queries.
- Assessing the credit worthiness of the potential customer during the acquisition process.
- Advising management on necessary investments or efficiency improvements and cost‑saving measures. Scheduling weekly / monthly / quarterly meetings with customer to review timely and accurately execution of all agreed services and commitment.
- Delivering Results & Meeting Customer Expectations and their KPI agreed.
- Teamwork and collaboration and ensuring total customer satisfaction and resolution of all issues faced by customer by monitoring quality and quantity of the work.
- All over responsible for the accounts handling.
- Secured high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities.
- Organizing strategic meetings with key stakeholders to understand customer needs and develop action plans.
- Created sales forecasts to target daily, monthly and yearly objectives.
- Trained teams to optimize service delivery in alignment with individual needs to boost customer satisfaction.
- Identifying new business opportunities through cold calling, networking, marketing and prospective database leads.
- Regular followups & consulting existing customers to review current services and expand sales opportunities.
- Negotiated prices, terms of sales and service agreements.
Deputy Manager Aid and Relief
BOLLORE LOGISTICS INDIA PVT LTD.
Mumbai
09.2017 - 05.2021
- Leading and handling one of the Key Client UNICEF. Also supporting the team by managing workloads along with Daily Operations.
- Demonstrated leadership skills in managing projects from concept to completion.
- Applied effective time management techniques to meet tight deadlines.
- Delivered services to customer locations within specific timeframes.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Working on various Reports on daily basis and system updates.
- Monitoring quality KPI’s and ensuring customer service KPI’s are met.
- Quoting and Negotiating rates with the customer for new shipments. On approval, co-ordination with respective origins/carrier for execution of the shipment.
- Ensuring to fulfill customer orders by monitoring each shipment order flow and securing a qualitative information flow to concerned parties.
- Provide information about delays under various circumstances and follow up with necessary stake holders as required.
- Gathering and integrating data from a variety of sources and subsequently distributes it in a consistent format. It helps in analyzing data at a granular level for optimum solutions.
- Resolving documentation and operational issues with Origin teams, shipping line and Destination teams.
- Visiting clients for building better relation and to understand their operational process requirement. To communicate real time with the customers, resolve customer queries and complaints and collect customer feedback.
- Coordinating with transport team for pricing, planning and timely execution.
- Ensuring Freight operation team meets the target planning of stuffing and timely port gate in of export containers.
- Arranging vendors negotiating pricing and coordinating for job execution.
- Following up with clients for payment collection and clearing up the outstanding within timeline.
- Counter checking and signing Ocean export cost sheets, signing invoices and approving the BL’s. Sending timely Pre-alerts to Consignee.
- Managed time efficiently in order to complete all tasks within deadlines.
Assistant Manager KAM
DB SCHENKER INDIA PVT LTD.
Mumbai
04.2016 - 08.2017
- Handling a few Key a/cs .Key Customers who had Buyers consoles, shipments for Austria Italy Poland Denmark Ireland UK.
- Delivered services to customer locations within specific timeframes.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Working on various Reports on daily basis and system updates.
- Monitoring quality KPI’s and ensuring customer service KPI’s are met.
- Quoting and Negotiating rates with the customer for new shipments. On approval, co-ordination with respective origins/carrier for execution of the shipment.
- Ensuring to fulfill customer orders by monitoring each shipment order flow and securing a qualitative information flow to concerned parties.
- Taking rate inquiries for all destinations for West Region all Branches.
- Coordinating with Existing Clients- Exporters CHA, Handling their queries for nominated shipments.
- Coordinating with Shipping Lines regarding, placing the bookings, DO & loading confirmations.
- Coordinating with operation Staff for Carting and Stuffing of shipments and movement of container.
- Coordinating with Destination Agents for Delivery Status.
- Handling shipments inquiries from Sales / Agents / Branches.
- Taking Rates from all ICD & Various Ports in India Through liners or branches.
- Quoting Ex works rates to overseas for Ocean Exports.
- Taking DDU & Ex works.
- Calling & Meeting customers as & when required in order to get the Feedback about service provided & seeking for new opportunities with them.
- Preparing the MIS reports pertaining to the shipment handled.
- Coordinating in releasing the Liner B’s/ L and co loading B’s/ L, if any issues.
- Had a short stint with other organizations in between, but left due to lack of opportunity, that’s why re-joined DB Schenker hoping that will be given to handle pricing desk & handling of team purely.
Key Account Handling/Customer Service Associate
APL Logistics India Pvt Ltd.
Mumbai
08.2014 - 03.2015
- Handling shipments for KYE Accounts ( CATEGORY 1 Accounts)
- Handling shipments from quoting to delivery status.
- Quoting rates to existing customers for Ocean Exports & Imports.
- Taking DDU & Ex works.
- Taking rates from Shipping lines / pricing department for all rate requests received from customers/Sales.
- Providing rates to sales person for their inquiries.
- Providing Solutions to Customers in their import/export related difficulties.
- Calling & Meeting customers as & when required in order to get the Feedback about service provided & seeking for new opportunities with them.
- Coordinating with Destination Agents for Delivery Status.
- Preparing the MIS reports pertaining to the shipments handled.
- BL checking, freight calculation.
Sr. Executive Customer Service
DB SCHENKER INDIA PVT LTD.
Mumbai
07.2011 - 07.2014
- Handling shipments for Western region branch.
- Quoting rates to existing customers for Ocean Imports/Exports, Air Imports/exports.
- Taking DDU for Exports & Ex works for imports.
- Taking rates from pricing department for all rate request received from customers/Sales.
- Providing rates to salesperson for their inquiries.
- Providing Solutions to Customers in their import export related difficulties.
- Calling & Meeting customers as & when required to get the Feedback about service provided & seeking for new opportunities with them.
- Handling all (FCL & Buyers consoles) Nominated shipments for Germany.
- Handling Key a/cs for Consignee Tom Tailor, ARI, Boltze & DT Diesel for Germany OE.
- Taking rate inquiries for all destinations for Western Region all Branches.
- Coordinating with Existing Clients- Exporters CHA, handling their queries for nominated shipments.
- Coordinating with Shipping Lines regarding, placing the bookings, DO & loading confirmations.
- Coordinating with operation Staff for Carting and Stuffing of shipments and movement of container.
- Coordinating with Destination Agents for Delivery Status.
- Preparing the MIS reports pertaining to the shipments handled.
- BL checking, freight calculation, Coordinating in releasing the Liner B’s/ L and co loading B’s/ L, if any issues.
Customer Service Executive
HELLMANN WORLDWIDE LOGISTICS INDIA PVT LTD
08.2009 - 07.2011
- Coordinating with Existing Clients- Exporters CHA, handling their queries for nominated shipments.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Coordinating with Shipping Lines regarding, placing the bookings, DO & loading confirmations.
- Coordinating with operation Staff for Carting and Stuffing of shipments and movement of container.
- Coordinating with Destination Agents for Delivery Status.
- Preparing the MIS reports pertaining to the shipments handled.
- Handling BL counter: Releasing House Bill of Lading and raising debit invoices.
- Preparing payment requisitions for line payments,BL checking, freight calculation.
- Coordinating in releasing the Liner B’s/ L and co loading B’s/ L,Preparing manifest and sending along with debit/credit notes to overseas agents.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Described product and service details to customers to provide information on benefits and advantages.
Customer Service & Documentation Executive
FNS LOGISTICS INDIA PVT LTD
Mumbai
06.2007 - 07.2023
- Coordinating with Existing Clients- Exporters CHA, Handling their queries.
- Coordinating with Shipping Lines regarding, placing the bookings, DO & loading confirmations.
- Coordinating with operation Staff for Carting and Stuffing of shipments and movement of container.
- Coordinating with Destination Agents for Delivery Status.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Preparing the MIS reports pertaining to the shipments handled.
- Handling BL counter: Releasing House Bill of Lading and raising debit invoices, Preparing payment requisitions for line payments, BL checking, freight calculation, Preparing Master BL formats. Coordinating in releasing the Liner B’s/ L and co loading B’s/ L.
- Preparing manifest and sending along with debit/credit notes to overseas agents.
Education
Master of Business Administration (Executive) - Financial Services Marketing Operations
Master of Business Administration (Executive)
Online 06.2007 - 05.2008
Bachelor of Science -
University of Mumbai - Chetana College, Mumbai
Mumbai 06.2000 - 04.2005
High School Diploma -
Patuck Technical School
Mumbai 06.1997 - 04.2000
Skills
Consultative selling
Certification
• PG Diploma in Import Export Management
Accomplishments
- Got award for Best CS KAM in Rhenus Longistics.
- Multiple Appreciations from Raychem in present profile.
- Documented and resolved issues faced by teams which led to operation excellence and growth in sales and ultimately GP.
- Multiple appreciations from UNICEF while in Bollore.
- Appreciation Letter from DB Schenker for on boarding lost customer Jain Irrigation.
- Ensuring that the local branch targets are met by way of maintaining the set service delivery standards with all stakeholders
Timeline
Key Accounts Manager
Rhenus Logistics India P Limited.
06.2021 - Current
Deputy Manager Aid and Relief
BOLLORE LOGISTICS INDIA PVT LTD.
09.2017 - 05.2021
Assistant Manager KAM
DB SCHENKER INDIA PVT LTD.
04.2016 - 08.2017
Key Account Handling/Customer Service Associate
APL Logistics India Pvt Ltd.
08.2014 - 03.2015
Sr. Executive Customer Service
DB SCHENKER INDIA PVT LTD.
07.2011 - 07.2014
Customer Service Executive
HELLMANN WORLDWIDE LOGISTICS INDIA PVT LTD
08.2009 - 07.2011
• PG Diploma in Import Export Management
03-2009
Customer Service & Documentation Executive
FNS LOGISTICS INDIA PVT LTD
06.2007 - 07.2023
Master of Business Administration (Executive) - Financial Services Marketing Operations
Master of Business Administration (Executive)
06.2007 - 05.2008
Bachelor of Science -
University of Mumbai - Chetana College, Mumbai
06.2000 - 04.2005
• Diploma in Computer Application with 1st class from Computer Station Inc in yr 2000
01-2000
High School Diploma -
Patuck Technical School
06.1997 - 04.2000
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