GAURAV SINGH
Dwarka
Summary
To work in a challenging environment, where my overall experience, knowledge and logistics expertise helps me in becoming a potential team player and incline me to accomplish personal and organizational goals.
Overview
10
10
years of professional experience
Work History
Customer Care Specialist – Sea Logistics (Import)
Kuehne + Nagel Pvt Ltd
03.2022 - Current
- Providing front line support for customers to ensure customer satisfaction with our products and services
- Planning & managing international logistics, transportation and day-to-day operations for Sea Import Customers by liaising with Network offices, Shipping Lines, Transporters and other Vendors
- To establish & strengthen operational relation to customer contacts through daily interactions, regular visits, pro-actively advising and consulting to ensure customer satisfaction
- Support customer onboarding in line with working instructions and customer requirements
- Keeping customer outstanding under control by ensuring timely submission of invoices, resolving billing disputes (if any) and collection of payments
- Ensure that the services being provided are organized, compliant and profitable.
Customer Care Specialist – Sea Logistics (Export)
Kuehne + Nagel Pvt Ltd
09.2019 - 03.2022
- Driving customer engagement, satisfaction, retention and reactivation in close cooperation with Field Sales, Network offices and the Operational Care Center (OCC)
- Establishing and strengthening operational relation to customer contact(s) through daily interactions, regular care visits, pro-actively advising and consulting to ensure customer satisfaction
- Qualifying customer inquiries and provide quotations within the given price band then following up to ensure quotations are accepted & closed
- Supporting customer onboarding in line with working instructions, ensuring inclusion and transfer of customer requirements into the KN systems alongside the (initial) customer order
- Qualifying and enter customer orders into the operational execution process
- Collaborating with Finance to adjust credit limits based on daily business development and coordinate measures in case of challenges
- Documenting, resolving, analyzing all complaints and then identifying, sharing and eliminating root causes
- Creating, reviewing and refining customer reports.
Sales and Business Development
01.2018 - 09.2019
- Planned & achieved market penetration by tapping new customers
- Overall responsible for business retention and growth target (financial & volume)
- Managing existing global customers, establish and grow relationship with agreed accounts
- Looking after the complete activities of freight forwarding to and from (Import & Export) in Both Air and sea
- Creating Sop’s for customer and aligning the same with operations
- Revenue & Pipeline Analysis, Monthly/ Quarterly performance analysis for accounts
- Individually contribute and add value to complex account & business development needs, go-to-market research & strategy, pursuit/sales support, pitch development.
Operation and Pricing -Air freight
11.2014 - 01.2018
- Handled NKAM activities for Oil and Gas customer in India such as Baker Hughes
- Responsible for logistics planning / management, coordination with international and domestic suppliers, freight forwarders and import / export transactions and policies
- Negotiation with carrier and overseas agents for securing business on competitive rates
- Build and maintain successfully relationships with service providers, dealers and customers
- Driving business reviews / strategic meet aimed at reviewing revenue pipelines, financials, cost levers and delivery status
- Work with cross functional teams and internal counterparts for logistics planning / management, coordination with international and domestic suppliers, freight forwarders and export / import transactions and policies.
Skills
- Customer Service
- Good analytical skills
- Conflict resolution
- Teamwork
- Negotiation
- Customer Relations
- Complaint Handling
- Problem Resolution
- Documentation And Reporting
- MS Office
- Customer Retention Strategies
Academic qualification
- B.Tech. in Electronics and Communication from Jaypee Institute of Information Technology in 2014
- 12th Standard from Shiksha Bharti Public school, New Delhi in 2010
- 10th Standard from St Marks Senior Sec Public School, New Delhi in 2008
Keyhighlights
- Evaluated as a High Performer during training period in Kuehne + Nagel
- Represented KN India in China for Football Tournament “SAP Football Tournament” and claimed 3rd position across 12 countries.
Personal Information
- Date of Birth: 04/12/1991
- Gender: Male
- Nationality: Indian
Languages
- English
- Hindi
Hobbies and Interests
- Badminton
- Travel
- Football
Timeline
Customer Care Specialist – Sea Logistics (Import)
Kuehne + Nagel Pvt Ltd
03.2022 - Current
Customer Care Specialist – Sea Logistics (Export)
Kuehne + Nagel Pvt Ltd
09.2019 - 03.2022
Sales and Business Development
01.2018 - 09.2019
Operation and Pricing -Air freight
11.2014 - 01.2018
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