Dannie Rajan

• Handle customer orders and order to cash related customer requests. Deliver customer value by end to end follow up and satisfy customer requirements in the area of order handling and delivery planning in alignment with Hempel India processes and guidelines.
• Work closely with the Key Account Managers and Demand Planners act as a Single Point Of Contact (SPOC) to the ensure that the assigned key account requirements are being met. Work closely with all other Supply Chain departments to cover special requests in compliance with Hempel India standard work procedures.
• Maximize customer satisfaction by driving the company and supply chain strategy in all dealings with Hempel India customers. This performance is measured through Delivery Performance / Customer Satisfaction / Claim Resolution.
• Contribute and support the company and one team philosophy by continuously developing communication skills, proactive mindset and business expertise to ensure the best possible results for the customer and the company. Identify and suggest opportunities to improve the quality of our service to customers

Principle Duties and Responsibilities

Order entry: Receive and process customer orders, inform the customer on the availability of products and the foreseen delivery dates of his orders. Offer guidance and support to the customer in all relevant ordering channels.

Order Management: Follow-up of all orders and business inquiries. Use the order management processes to drive a continued customer centric approach through flawless order processing, providing clear and reliable order confirmation. Maximize the reliability of our order promises and services by taking necessary actions as described in work instructions and by taking proactively contact with all necessary internal partners. Report & monitor orders against forecasts & highlight any forecast deviations to demand planners to improve forecast accuracy & forecast bias & sales stability.

Delivery planning: Act as a liaison between the customer and Hempel India logistics execution to ensure orders are being shipped as per customer requirements. This includes managing delivery blocked orders with the customers, agreeing on delivery slots and required service levels and potential additional services.

Customer Interface Management: Establish a strong business relationship with key accounts and ensure all Service Level Agreements between Hempel India & customer are adhered to & that all tasks associated with this are completed in a correct & timely manner. Finalize Transport Order and send to Intermodal desk

Maximize sales and customer order fulfillment: Take all necessary actions to align & sell the plan. Guide the customer through our product portfolio and offer alternatives where available. Escalation of irregularities to Customer Service / Manager

• Responsible for performing all necessary import function to ensure the continued custom entry, clearance, and delivery of import shipment.
• Assisting and tracking import operations and handling the communication with all parties involved in supply chain.
• Responsible for creating Import file of the customer for all received shipment on timely manner and making sure all document/Paperwork was in place.
• Validating Import shipping document, freight, document Completion and correctness Check.
• Communication with Customer Service and Panalpina export houses/Agents via Phone, email to provide quality service and support.
• Interact with our customers in arranging their international shipment, pro-actively monitor shipment in transit and keep customer appraised with regards to arrival times, delays or transit issues and help to ensure we meet or exceed customer expectation at all time.
• Paying attention to customer specific instructions (given in general, instruction sheets or on specific shipments)
• Request and follow up on container release
• finalize Transport Order and send to Intermodal desk
• Report irregularities in Incident Handling Tool (IHT)
• Escalation of irregularities to Customer Service / Manager

• Responsible for arranging order processing of the customer, shipments, arranging for pick up and delivery of goods to respective locations, routing of shipment, preparing and confirming order approval, handling the order quote information, and releasing invoices.
• Administer delivery of all cargo and custom clearance process, goods receipt, order processing, packing, labelling, and system updating.
• Delivered exceptional customer service, resulting in a high percentage of repeat business and client referrals.
• Responsible for preparing shipping documentation and shipment booking with forwarders, making export order booking (LCL/FCL) on Amazon, Damco Site, creating the shipment ID and Generating the Labels and ISF Details.
• Gathered, Logged and Monitored all shipping date, Track and Tracing in Smartsheet.
• Providing the Optimal customer services to all clients and maintain status report for all shipment and communicated any delays in shipment to respective clients through phone calls and Emails.

• Trained and supported new team members, maintaining culture of collaboration.
• Take responsibilities and end to end ownership of customer shipments and issues with regards to Detention and Demurrage
• Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
• Shipment booking - Update the day to day customer shipping requirement and update the same in system database.
• Customer Quotation – Helping the sales team out by dealing with various customer in getting the quote and sending the updated information about customer to the sales team for their final decision. (Quotation and purchase order)
• Shipping documents – Responsible for creating and maintaining appropriate shipping document for smooth functioning of business operation
• Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
• Weekly Reporting – Weekly reporting to operational manager and helping them out in understanding trend in business growth with reference to Detention and Demurrage charges and other information