Shoeb Mansuri

1. Leading a team size of 70+ across all functions i.e., Logistics Transportation, Sourcing/ Vendor management & warehouse operations.

2.Preparing SOP and Work Instructions for PAN India Logistics, Warehouse Operations, Sourcing procurement & Vendor/Seller management team.

3. Margin negotiations with new & existing vendors/sellers to keep business running in a profitable mode.

4. Oversee team & push them for timely dispute closure across functions, maintaining the business relationship & taking mutual business calls if required to close the disputes on a good note.

5. Led internal & external product integrations by coordinating with the internal technology & product development team. Example: 3pl Logistics integration, Shipping Engine algorithm, Return management, WMS tool, Shipment tracking tool, Dialer, frontend & backend tool, Payment Gateway etc.

6.. Set departmental KPIs and reviewed the ongoing performance of direct reports to meet business objectives.

7. Collaborated successfully in a cross-functional team-oriented environment to achieve objectives and streamline processes.

8. Supported new business initiatives and projects and contributed to review meetings and change processes.

9. Interviewing candidates & hiring them according to business requirements.

10. Assisted with continuous improvement initiatives by identifying inefficiencies and cost optimization opportunities.

11. Finalizing the commercials as well as agreement terms & conditions with 3PLLogistics (carrier partners).

12. Team to ensure per-shipment cost is reduced according to business requirements & remains constant or further reduced by onboarding cost-efficient logistics partners as per business requirements.

13. Ensuring the team coordinates with 3pl logistics partners to remit daily COD receivables & confirmation from the internal finance team to understand there is no bottleneck in daily COD remittance. This is very important for daily & weekly cash flow & timely vendor/seller payments.

SIGNIFICANT ACHIEVEMENTS:

1. 13+ 3pl Logistics Partners were onboarded in 6.7 years journey , i.e., Blue Dart Express, Xpressbees, Delhivery, FedEx, Gati, ShipDelight, Pickrr, Ecom Express, Holisol, IndiaPost, Sporton, UDAAN . Also, 8 companies are in the discussion & commercial negotiation phase process with me brands like Shadowfax, Ekart, ATS, Shipyaari, Shyplite, Shiprocket, Easyship, Smartship , etc.

2. Promoted three times in a 6.7-year journey.

3. Steered from 500 to 2000 dispatches & deliveries per day with strict adherence to SOP and service level able to achieve 93% revenue.

4. PSC (Per Shipment Cost) was reduced by INR 64/ - and overall logistics cost (courier/transport) was reduced by approx. 20%

5. RTO (Return to origin) decreased by 14% in revenue . i.e., from 22% to 7% - 8%.

6. With the help of negotiation & analytical skills managed to save 20% annually from the freight invoice by setting up a strong reconciliation process.

7. The packing material cost was reduced by 15%

8. FM (First Mile) performance geared up from 80% to 98%.

9. RVP (Reverse Pickups) performance streamlines & geared up 97% of pickups are done within 24hr & 99% within 48hr.

10. Automated shipping engine tool with the support of Tech/Product development team, which runs on built logic & allocates the shipment to the best logistics partner on the bases of Postal Code Service, Commercials, Zones, TAT, Bases of Overall Performance, etc.

11. Tools Introduced & onboarded: Payment Gateway, CRM, WMS, and Post-Dispatched tool for seamless order processing, Prepaid Payment tracking /Refund to customers & NDR management for all logistics carriers under one roof . Tools introduced i.e., Razor pay, PayU, Magento, Vinculum, Easyops, I-logics, Navara & CLICK POST.

12. Setting up SOPs that were quite effective to reduce RTO % i.e., Postal code analyses, Products analyses (products contributing high in RTO), Vendor analyses (vendors contributing high in RTO), Fraudulent Customers analyses (Mainly COD orders).

1. Processing orders on marketplaces Flipkart & Paytm.

2. Coordinating with payment gateway team (PayU)

3. Reconciliation monthly courier invoice & sharing with the internal finance team for invoice clearance.

4. Diligently Negotiation with courier partners for freight charges

5. Coordinating with internal customer service team in relates to delay in delivery through courier partners.

6. Uploading products on Flipkart & Paytm.

7. Coordinating with warehouse team in case of delay in dispatch.

8. Coordinating with a graphic designers for images of products to upload on marketplaces (Flipkart/Paytm).

1. Sourcing products from the local market

2. Uploading products on merchants' panel (Ebay, Snapdeal, Flipkart)

3. Inventory management

4. Coordinating with vendors for promotions of the vendor's products

5. Coordinating with internal warehouse in case of any products related issues.

6. Maintaining GRN (Goods receipt note) file for every inward & outward of products from inventory.

7. Coordinating with transport assuring the parcels are delivered on time

1. Handling customer support (online & offline via Emails & Calls).

2. Managing orders on eBay & Martjack by HDFC

3. Coordinating with courier partners to ensure that the parcels are delivered on time.
4. Coordinating with the warehouse team to ensure that all the orders get dispatched from time to time.

5. Products & Promotions (eBay-Dot style) uploading on eBay.

6. Sending newsletters to all registered customers through Mailchimp

7. Weekly market update's related to eCommerce industries.

1. Coordinating with courier partners.
2. Handling live chat to solve customer queries, requests & complaints
3. Handling Inbound & outbound customer calls.
4. Attending customer escalation calls.
5. Coordinating with vendors via email & calls.

1. Customer inquiries, Complaints, Billing-related • Escalations, Payment disputes, etc.
2. Managed to handle 80 to 100 inbound calls in a day keeping low AHT & ACT. (Avg hold time & Avg call time).
3. Extension /Service Request, Manage a High Call Volume & workload within a deadline-driven environment.
4. Provide superior customer service and work quality while demonstrating.
5. Attention to detail, flexibility & innovation in resolving problems. attaining daily, weekly, and monthly targets specified by the process