- Travel and cultural exploration
- Reading and continuous learning
- Fitness and swimming
- Mindfulness and meditation
- Badminton and recreational sports
Isha Pandhi
Summary
With a proven track record at Hapag-Lloyd India Pvt. Ltd., Lords Freight, and Dessert Marine, I excel in enhancing customer satisfaction and loyalty through strong communication and a systematic approach. Experienced in negotiation, multitasking, and performing under pressure, I consistently exceed performance expectations by combining operational expertise with customer-focused solutions. A reliable and proactive professional, I demonstrate strong ownership, initiative, and a commitment to delivering results that exceed company expectations.
Overview
13
13
years of professional experience
Work History
Deputy Manager
Dessert Marine Services (India) Pvt Ltd
04.2023 - Current
- Headed FCL export pricing for the Mumbai branch, preparing quotations and managing rate structures for shipments via Mundra, Nhava Sheva, and Hazira ports.
- Coordinated and negotiated with shipping lines and carriers for contract rates, spot rates, and space approvals aligned with customer shipment requirements.
- Led the customer service and documentation teams, overseeing export shipment coordination, documentation accuracy, and timely issue resolution.
- Served as a single point of contact for key logistics accounts, managing export shipment queries, service delivery, and escalations.
- Managed customer escalations regarding vessel schedules, space availability, rate disputes, and operational delays, coordinating solutions with carriers and internal sales teams to ensure timely resolutions.
- ·Ensured smooth end-to-end execution by aligning pricing, customer service, and documentation processes.
- Enforced service-level standards to maintain high customer satisfaction, retention, and compliance.
- Analysed customer feedback and operational data to identify service gaps and implement process improvements.
- Trained and mentored team members, enhancing documentation accuracy and service quality through targeted performance management.
Deputy Manager
Lords Freight (I) Pvt Ltd
09.2021 - 03.2023
- Managed end-to-end shipment execution for VIP export customers, including booking confirmation, container placement at factory, and coordination with transporters.
- Executed day-to-day FCL export pricing and shipment operations for the Mumbai branch across Mundra, Nhava Sheva, and Hazira ports.
- Coordinated with destination agents for DDP shipments, handling rate confirmations, shipment tracking, and destination-side queries.
- Supervised booking and documentation processes, including HAZ cargo approvals, ensuring compliance with port and carrier regulations.
- Prepared freight quotations and supported the sales team with competitive pricing and rate validations.
Customer Service Specialist
Hapag Lloyd India Pvt Ltd
05.2016 - 07.2021
- Executed customer onboarding and SOP setup for new accounts, ensuring smooth integration into operational workflows.
- Acted as a single point of contact for key export customers, addressing shipment-related queries, service issues, and timely resolution.
- Educated customers on internal shipping processes and Hapag-Lloyd products, enabling better usage of digital tools and additional business opportunities.
- Worked closely with internal teams including Documentation, Sales, Trade Desk, and Management for end-to-end shipment support.
- Independently handled E-Business operations for Hapag-Lloyd on a PAN-India basis, along with coordination for Dubai, Colombo, and Pakistan locations.
- Managed E-Biz registrations for new customers and supported onboarding on the Hapag-Lloyd online portal.
- Promoted and supported digital shipping solutions such as E-booking, E-Shipping Instructions, and VGM submissions.
- Coordinated across different time zones with overseas offices to resolve shipment, documentation, and system-related issues efficiently.
- Coordinated daily with INTTRA for customer and internal system-related issues.
- Addressed daily customer queries and participated in coordination meetings with regional offices to identify and implement system enhancements and process improvements.
Customer Service Coordinator
NYK Line
01.2013 - 11.2015
- Managed import customer service operations for the Western region, handling shipments across multiple ports and customer accounts.
- Delivered customer service support to over 100 import customers across North India, enhancing customer satisfaction and retention.
- Supported operations for one of NYK’s largest vessels (WIN), coordinating customer service activities across the North India region.
- Coordinated with internal teams to ensure seamless execution of import shipments and delivery of services to clients.
- Supported the sales team as a backup customer service resource, assisting customers with shipment-related queries and service requests.
- Assisted business development by strengthening long-term client relationships and supporting customer retention initiatives.
- Assisted in space planning and utilization for product vessels to ensure optimal cargo allocation.
Education
Master of Business Administration - Port and Shipping
University of Petroleum and Energy Studies,Dehradu
2013
Bachelor of Business Administration - Economics
Delhi University
2010
Skills
- Customer Service Leadership
- Freight & Shipping Operations
- Carrier & Stakeholder Coordination
- Pricing & Rate Management
- Escalation & Issue Resolution
- Process Improvement & SOP Management
- Team Coordination & Mentoring
- Communication & Relationship Management
- Ability to Perform Under Pressure
Accomplishments
- Consistently delivered high productivity with minimal error rates, maintaining strong service quality and operational accuracy.
- Recognized as part of the Best Performing Team for driving measurable improvements in customer service performance.
- Nominated for the Achievers Award (Solitary Award) for demonstrating exceptional customer-centricity and ownership.
- Twice awarded Employee of the Year for sustained excellence, reliability, and contribution to business objectives.
- Successfully completed the Direct Customer Contact Programme conducted by MSC India, strengthening direct customer handling and communication skills.
Interests
Timeline
Deputy Manager
Dessert Marine Services (India) Pvt Ltd
04.2023 - Current
Deputy Manager
Lords Freight (I) Pvt Ltd
09.2021 - 03.2023
Customer Service Specialist
Hapag Lloyd India Pvt Ltd
05.2016 - 07.2021
Customer Service Coordinator
NYK Line
01.2013 - 11.2015
Master of Business Administration - Port and Shipping
University of Petroleum and Energy Studies,Dehradu
Bachelor of Business Administration - Economics
Delhi University