Nilofar Khan

• Process - Customer service
• Arrange a meeting with overseas Agents for smooth business.
• Co-ordinating with the operations Team about the inventory.
• Assist in planning and implementing strategies to enhance operational efficiency.
• Collaborate with warehouse staff, ground handlers, and customs authorities to ensure smooth operations.
• Ensure accurate inventory records and timely delivery of goods.
• Build and maintain strong relationships with existing clients, addressing their needs and concerns promptly.
• Handle and resolve any discrepancies or issues related to shipments.
• Maintain accurate records of shipments, including invoices and customs documents.
• Liaising with carriers and freight forwarders to arrange transportation.
• Preparing and submitting shipping reports to management.

• Process - Service Contract
• Transferring quotations as per request in contract.
• Working On conversion File as per the required amendment.
• Working on FMC file sent for signature.
• Doing changes in Surcharges as per region.
• Updating free time and Routing with charges in contract.
• Extending/Expiring routes or contract as per request.
• Edits and Publish data in Excel and LARA.
• Co-ordinating with Region office in Lebanon.
• Co-ordinate with the filing department.
• To look after the Corrections and the Amendments requested by the customer and adhering the country specified regulations.

• Process - Rate Agreement
• Transferring quotations as per request in contract.
• Updating free time and Routing with charges in contract.
• Extending/Expiring routes or contract as per request.
• Edits and Publish data in FIS2 RA module.
• Co-ordination with all stakeholders for effective and goal-oriented Rate Agreement operations.
• Handling error report and counts on monthly basis and publishing the same with the team on regular basis.
• Client escalation handling, Giving training to new team member and Process Improvement.
• Co-ordinate with the filing department for customs filling clearance.
• To look after the Corrections and the Amendments requested by the customer and adhering the country's specified regulations.
• To Audit Bill of Ladings manifested by the Agents.
• Giving floor support to the agents and resolving all the queries for the production.
• To generate daily and weekly basis reports (Production / Errors / Performance) and share the details with the team.
• Handling customer's and area office mails & calls.
• Mentoring new joiners related to Correction/ Indexing process/Input.

Process - Pricing Team

• Expertly manage spot quotation requests and align with customer needs
for maximum impact.
• Convert quotations into profitable business ventures with skillful precision.
• Proactively nurture client relationships to uphold exceptional service standards.
Diligently oversee timelines and rate sheet submissions for key accounts, monitoring price lists for efficiency.
• Identify and seize sales opportunities through strategic pricing initiatives.
• Forge strong relationships with stakeholders to streamline pricing

processes and meet client expectations.
Gather and analyze customer feedback to inform strategic pricing and service decisions.
• Conduct market research to analyze rate trends, managing pricing strategies effectively.
• Strategically plan shipping routes based on cargo characteristics to ensure
efficient operations.
• Cultivate relationships with customers, carriers, and suppliers to facilitate
smooth operations.
• Proficiently manage hazardous, reefer, and special equipment cargo
operations, adhering to safety protocols.
• Ensure timely preparation and reconciliation of load lists and effective
container tracking.
• Plan transportation operations to meet customer needs and ensure
smooth customs clearance.

• Process - Global Recovery
• Working with IAG (International Airlines Group) for Cargo Claims/ Cargo Operations and Customer Service Department.
• Tracking of shipment which is departing or arriving for London Heathrow.
• Finding out missing shipment from warehouse.
• Checking flight details and flight availability.
• Making express bookings for shipment.
• Updating relevant record in system for the shipment.
• Keeping eye on damaged shipment and getting them repaired.
• Handling Claims for British Airways.
• Main objective is to settle the claim on Loss/Damage/Delay of Cargo with proper assessment within the condition of contract of carrier.
• Training new batches hired for process.
• Preparing Standard Operating Process, Training Documents for the Team to understand the process better.
• Making daily client reports every 3 hours (BOD, REPAIRED NOT REPAIRED, DAMAGE, HANDOVER).
• Submitting reports to Senior Management in case of discrepancy found in process.
• Objective was to groom Fast Tracker staff to become a future Team Leader.
• Giving new ideas/automation to the process.

• Process - Credit Balance
• Auditing & scrutinizing the clients, Ledger.
• Analyzing & reconciling the Ledger and making final Reports.
• Working on Credit Balances.