Kesaw Kumar.

Tools/applications: Salesforce Lightening, GCSS & RKEM

Responsibilities:

• Back office support and facilitating off-shore activities
• Responding to correspondences with both internal stakeholders and customers within TAT as defined for the specific communication channel
• Different types of Service Requests and prioritizing by severities
• Communicating with Customers, Terminal
• Personnel, and internal service representatives
• Coordinating, troubleshooting and resolving terminal/booking/container issues for the customers
• Meeting all customer levels of service within deadline eliminating any service failures
• Making amendments, interacting with the various team to get the right information from the terminal
• Assisting with creating, modifying and scheduling bookings
• Checking equipment allocations
• Track, trace, report container activity, verifying tasks closure related to the bookings, Addback request, Dray off request, container Hold request, early gate in and late gate in requests
• Addressing shipment delivery centers with End to End Shipment information like commodity, exceptional commodities, type/size/ quantity of containers, vessel information, ETD, ETA, total days if transport, rates, releasing cargo at the destination.
• Learned new skills and applied to daily tasks to improve efficiency and productivity.
• Developed and maintained courteous and effective working relationships.
• Worked with customers to understand needs and provide excellent service.

• Tools/applications: Salesforce & SAP, Providing multi-level support assistance to Global customers (Business partners and end customers) in creating different types of Service Requests with severities in SALESFORCE tool and assisting the customers at the same time through different sources through Inbound/ outbound calls, mails, Salesforce—service & live chat
• Analyzing customer’s query and adhere to issues faced in Networking, Wireless and Voice products of Alcatel-
• Lucent products by case creation and providing initial response customer by acknowledging with ticket and resolving the issue by routing/escalating to the concerned team based on the severity of the requests
• Processing production orders in SAP using various modules
• Processing free of charge orders for internal use and processing orders
• Sensitivity: Internal & Restricted
• Facilitating First sale order, Sales orders, replacement orders, checking equipment allocation, replacement order and manual orders with the manager’s approval in SAP
• Interactions with country managers all over the world through mails and phone calls for approvals on customer’s demands and resolutions on complex queries
• Also assisting the global managers (US and France) on special service requests.
• Identified issues, analyzed information and provided solutions to problems.

✓ The preparation of the Air and Sea freight quotation in accordance with the customer's request.

✓ Coordinating with the Agents and retrieving rates based on the customer’s requirement.

✓ Generating multiple quotation (Air freight & Sea freight) based on the Agent’s rates.

✓ Providing 2 or more quotation for the customers to choose according to their requirement (Economical rate & long Transit and Expensive & short transit).

✓ Cross verifying the inventory and sharing the stock list to the customers simultaneously.

✓ Co-originating with Customs and customer for smooth Customs clearance.

✓ Focusing on international shipments liaising with the Agents All over the world.

✓ Updating vendor’s Stocks in ERP tool on daily basis.

✓ Majorly focused on connecting the vessel spare parts to the vessels on arrival at destination ports within deadline.

✓ Diligently coordinating with the on-site executives to process on-board delivery and all Sea & Air Export from Singapore.

✓ Communicating with the customer constantly addressing multiple queries and sharing the necessary documents like AWB, Pre-Alert, Packaging List, and invoice.

✓ Liaising with Singapore co-originators for all the Singapore Import shipments.

Key skills: Processing purchase order, sales order, creating Delivery Note, keying in proof of delivery, stock entry, inventory check, sharing commercial invoice, Master AWB, House AWB if necessary.