Saurabh Tiwari

Currently I'm working as Specialist - Customer Service at Dow Chemical International Pvt Ltd for India & Sub region - Reporting to II&I Customer Service Leader.

In my current role I work & collaborate very closely with Dow commercial, Production, Finance, MDM, Warehouse & Logistics, EXIM, Inventory & demand planning, QA teams based globally to manage the customers orders in a efficient & time bound manner.

• Handling the assigned set of Key & Priority & foundational customers for the Dow Industrial Solutions Business.
• Training & supporting the new contractual employees for customer service function & Dow badge employees as assigned.
• Handling Bond to Bond transfers & duty paid orders for Dow DIS business from Kandla terminal end - to - end.
• Handling import orders from US, Europe, China, Saudi Arabia for the assigned customers.

• Updating the status of shipments to customers & commercial managers as & when required.
• Working with planners & product managers to get the allocation for the order as & when required & also collaborating with them to advance the shipments.
• Sending the documents to the customers for their import orders once it's available on the BDP portal & in case of issues coordinating for documents with the origin site.
• Handling Letter of credit screening for the customers as & when required.
• Doing the master data update using the MDG tool as & when required.
• Using the microsoft dynamics 365 tool for complaint management till resolution & doing RCA as well whenever required for the customer service function.
• Creating account manuals, customer contacts & using telephony tool on Dynamics 365.
• Training the new & exisiting team members on the telephony tool as & when required being a SPOC from DIS team.
• Sending Bi-weekly open order reports to the commercial team & customers.
• Handling customers documentation requests for e.g. COA, MSDS, TDS, PDS, COO etc,
• Handling exceptional requests on ad-hoc basis from commercial team & also from customers on ad-hoc basis.
• Resolving customer queries on phone & email.
• Updating ETA to customers for their incoming shipments from different countries & sharing ocean booking details, airway bill for air-shipments, confirmed on board details.
• Handling Advance payment international customers orders.
• Training & promoting use of Dow.com portal to customers for placing their orders.
• Handling samples request of customers.
• Raising business exception request as & when required for the customers.
• Working on the additional tasks as & when assigned by the leader.
• Issuing credit & debit notes to all customers as & when required.
• Responsible to process all return orders of assigned customers.
• Uploading shipment documents on the Asian paints portal.
• Recording all the customer PO, bond documents for the internal & external audits.
• Doing virtual billing for the US orders.

Worked as CSR for India & SAP Super User for Malaysia, Australia region - Reporting to Customer service & Logistics, Warehouse, EXIM Senior. Lead APAC region.

• Key accounts management end to end - Unilever, Procter & Gamble, Fena, RSPL.
• Worked on automation of dispatch details, AR overdue report & weekely open order report with help from IT & as per the business objective promoted use of NZ market platform for order placement by customers & distributors.

Worked as Customer service representative (SPA) for NORAM region customers reporting to Cluster Manager.

I was responsible for looking after the order management process for Pigments & Additives (60/40 ratio) & later on moved 100 % to Additives business.

• Handled key accounts for Additives business like Palmer Holland, Americhem, Colortech, Henkel, Lubrizol, BASF.
• Trained new employees on process, handled telephony & ticketing tool performance for order management as a SPOC.
• Looked after the consignment billing of Akzo Nobel Coatings (Global Key Customer) Pigments division.
• Handling TAS/cross country orders (US to Canada vice versa & TAS from Europe/DEA Shipments).

Worked as Customer Service Officer (Team Leader) reporting to Customer Service Lead/Manager.

I was part of the COE FOR Agro division at BASF India Ltd.

• Handling Customer complaints & responsible for resolving complaints also updating the Open/Inprocess/Closed complaints Report on weekly/monthly basis.
• Updating Customer Master, Material master’s in system for new addition.
• Preparing DR & productivity report.
• Managing the ecommerce portal of BASF for Agro division.
• Creating the LBM & MIS report.
• Improving different KPI’s i.e. DR, DC, HFO.
• Leading the Daily performance meeting.
• Motivating the team members & always trying to keep their moral high.
• Developing others as well along with my own development.
• Training new employees on the process.

Projects -

• Delivery Reliability – Continuously worked upon DR with the entire team with & along with the collaboration with different functions like distribution management, controlling, pastis team & with my COE team.
• Rectification of wrong lead time done.
• Updated the secondary plant actual lead time for customers wherever applicable.
• PPI‑ PPI stands for process performance indicator which is an analyzing tool for the business & gives an in‑depth overview of different process performance.
• OTC05 – Worked upon the OTC05 topic that helps to analyze & gives overview of the changes which is being done by the CSO directly or in‑directly in the sales order.
• Identified major areas of changes based on the monthly analysis.
• Successfully reduced more than 70% of manual changes done in the major fields like routes, delivery dates, requested pallet type & net price which was earlier done by the CSO’s.
• Sensitized other business units CSO as well on this topic of PPI & helped them to understand the entire process & procedure of analysis.
• Automation – World Account Portal – Agro Division.
• Took continuous efforts to increase & maintain the level of automation in AP.
• Continuous improvement done & updation in schema orders which stands as a general product catalog for the e‑commerce portal.
• Identified region‑wise automation rate & set individual targets with team members to increase the rate of automation.
• Created the video of ecommerce portal in Hindi language to break the language barrier.
• Successfully increased the foot‑print of e‑commerce in AP division.
• New TP (Ecommerce tool) project ‑ was part of the NewTP project which is the new ecommerce portal of BASF.
• Did multiple testing & also made action plan for different scenarios.
• Trained the team members about the newtp functionality & its features.
• Helped the project team to identify the customers for different waves of launch.
• Auto‑shipment creation – This project helped into creation of auto‑shipment for the agro division.
• Did the overall testing required for TPS to create auto‑shipment - covering 12 warehouses from 24 active warehouses & trained the entire team of CSO's.