Roopa Mercy S
Chennai
Summary
Dynamic Senior Customer Service Executive skilled in planning and organizational strategies within the shipping industry. Adept at coordinating order processing and ensuring effective communication between clients and logistics teams to drive operational efficiency.
Overview
17
17
years of professional experience
Work History
Senior Customer Service Executive - Sea Import
MSN Container Line Pvt Ltd
Chennai
03.2025 - Current
- Quotation process, rate negotiation, follow-ups with the customer to confirm the business.
- After the nomination is confirmed, proceed with routing the order with the origin agent to receive booking confirmation.
- Advising on planned vessel schedules with transit time, and about direct routing or indirect routing, with reworking and rescheduling the vessel schedule at the transshipment port.
- Follow-ups with the agent regarding the cargo warehouse receipt and draft BL follow-up with the agent regarding consolidation planning based on the nominated cargoes, along with the freehand cargo.
- To track stuffing confirmation and to follow the final planned container number with the agent. Once the vessel has sailed, follow up with the agent for sailing confirmation and final BL (Express/Telex/Surrender/OBL).
- Manifest documents should be followed up with customers 7 days prior to the actual ETA, as per SCMTR rules.
- Triggering CAN to the customer two days prior to the actual ETA, and following up with the ops team for destuffing status to advise them to proceed with the manifested endorsed BL to proceed with the E-Delivery order.
Senior Customer Service Executive - Sea Import
United Freight Management Pvt Ltd
Chennai
10.2023 - 02.2025
- Assisted customers with inquiries regarding shipping services and procedures.
- Handled order processing and documentation for freight shipments.
- Coordinated communication between clients and logistics teams effectively.
- Resolved customer complaints with professionalism and empathy.
Senior Executive - Customer Service
Team Cargo Consolidation
Chennai
02.2023 - 09.2023
- Led strategic initiatives to enhance organizational performance and operational efficiency.
- Developed and implemented comprehensive business plans aligning with company goals.
- Managed cross-functional teams to drive project success and collaboration.
Executive - LCL Import Customer Service
Team Global Logistics Pvt Ltd
Chennai
12.2020 - 01.2023
- Quotation process, rate negotiation, and follow-ups with the customer to confirm the biz.
- After the nomination is confirmed, proceed with routing the order to the origin agent to receive booking confirmation.
- Advising on planned vessel schedules with transit time, and about direct routing or indirect routing, with reworking and rescheduling of the vessel schedule at the transshipment port.
- Follow-ups with the agent regarding the cargo warehouse receipt and draft bill.
- Follow up with the agent regarding console planning based on the nominated cargoes, along with the freehand cargo.
- To track stuffing confirmation and to follow the final planned container number with the agent.
- Once the vessel has sailed, follow up with the agent for sailing confirmation and final BL (Express/Telex/Surrender/OBL).
- Manifest documents follow up with customers 7 days prior to the actual ETA, as per SCMTR rules.
- Triggering CAN to the customer two days prior to the actual ETA, and following up with the ops team for destuffing status, advise them to proceed with the manifested endorsed BL to proceed with the E-Delivery order.
- Led initiatives to improve client satisfaction and service delivery standards.
Customer Service Executive-Sea Import
ROBINSONS CARGO & LOGISTICS Pvt Ltd
Chennai
08.2019 - 10.2020
- Coordinating with overseas agents and customers regarding pre-alert documents.
- Checking and revising the pre-alert documents (HBL, MBL, packing list, commercial invoice list, certificate of origin) by coordinating with overseas agents.
- Attending customer calls and attending the inquiries.
- Advising the cargo arrival notice to the concerned customer before the vessel's arrival.
- Follow-ups with the transporter, customer, and for the E-way bill request.
- Coordinating with the CHA department regarding clearance procedures.
- Monitoring vessel arrival on a daily basis, informing the customer.
- Follow-ups with the customer regarding the customs duty payment.
- Follow-ups with vendors regarding invoices, follow-ups with overseas agents regarding profit shares, and preparing the final tax invoice with cost posting in LOGISYS software.
- Issuing the delivery order and receipt to the CHA on behalf of the consignee, and coordinating with them to get the final delivery order from the carrier and co-loader.
- Maintaining the DSR report on a daily basis.
Pricing Executive & Customer Support
RR Shipping Pvt Ltd
Chennai
08.2016 - 07.2019
- Receiving freight rates for both export and import from all the liners and from NVOCC liners for containers 20 and 40, ISO tanks, breakbulk, MAFI, and RORO.
- Maintaining a monthly rate sheet of all the carriers.
- Attending customer calls and negotiating freight rates.
- Coordinating with the shipper to finalize the shipment booking confirmed.
- Maintaining and updating the freight rates in the Pricing DSR Report on a daily basis.
- Collaborated with cross-functional teams to enhance project outcomes.
- Led initiatives to improve team performance and productivity standards.
Administrator
Kailash Shipping Services Pvt Ltd
Chennai
12.2008 - 07.2016
- Coordinated communication between clients and shipping personnel for timely updates.
- Maintaining all HR-related activities.
- Staffing, attending to employee needs.
- Maintaining contract employees and their needs.
- New recruitment formalities.
- Attendance Register Maintenance of Salary.
- Preparation of staff, housekeeping staff, security board.
- Attending customs official queries.
- Documentation Stationery in charge.
Education
M.B.A - H.R
UNIVERSITY OF MADRAS
Chennai12.2012
Bsc - Maths
THIRUTHANGAL NADAR COLLEGE
Chennai12.2008
H.SC -
G.R.T.M. VIVEKANANDA VIDHYALAYA HIGHER SECONDARY SCHOOL
Chennai12.2005
S.S.L.C -
BAALA VIDHYALAYA MATRIC SCHOOL
Chennai12.2003
Skills
- Ability to plan
- Organize and complete the work assigned
- Self-reliant and analytical ability
- Adaptability and customer service
- Keen sense of observation
- Teamwork, as well as individuality
- Shipment tracking
- Order processing
- Documentation management
- Customer inquiry resolution
- Customer relationship management
- Logistics coordination
- Complaint resolution
- Time management
Languages
- English
- Tamil
Disclaimer
I hereby declare that the particulars given above are true and correct to the best of my knowledge and belief.
Personal Information
- Date of Birth: 01/27/88
- Gender: Female
- Nationality: Indian
- Marital Status: Single
- Religion: Christian
Technical Qualifications
- Tally 9 Version
- MS-Excel
- MS-PowerPoint
- MS-Word
- Star Office
- Knowledge in Typing (English Lower)
Languages
Tamil
First Language
English
Proficient (C2)
C2
Timeline
Senior Customer Service Executive - Sea Import
MSN Container Line Pvt Ltd
03.2025 - Current
Senior Customer Service Executive - Sea Import
United Freight Management Pvt Ltd
10.2023 - 02.2025
Senior Executive - Customer Service
Team Cargo Consolidation
02.2023 - 09.2023
Executive - LCL Import Customer Service
Team Global Logistics Pvt Ltd
12.2020 - 01.2023
Customer Service Executive-Sea Import
ROBINSONS CARGO & LOGISTICS Pvt Ltd
08.2019 - 10.2020
Pricing Executive & Customer Support
RR Shipping Pvt Ltd
08.2016 - 07.2019
Administrator
Kailash Shipping Services Pvt Ltd
12.2008 - 07.2016
M.B.A - H.R
UNIVERSITY OF MADRAS
Bsc - Maths
THIRUTHANGAL NADAR COLLEGE
H.SC -
G.R.T.M. VIVEKANANDA VIDHYALAYA HIGHER SECONDARY SCHOOL
S.S.L.C -
BAALA VIDHYALAYA MATRIC SCHOOL
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