Smita Khanvilkar

• Facilitate order entry procedures, and coordinate order fulfillment activities for DCS (Dow Consumption Solutions) business.
• Managed complex relationships with key and foundational customers to ensure satisfaction. Differentiated customer requirements from company capabilities to identify optimal solutions. Selected cost-effective solutions based on a thorough analysis of customer needs and company offerings.
• Processing Letter of Credit transactions, CN.
• Facilitated collaboration with internal stakeholders, including Site Logistics, Receivable & Account Specialist, Sales, Product Manager, and Demand Planner, to ensure seamless order execution on a daily basis.
• Guides and aids junior Customer Service Specialists in professional development.
• Directed effective communication and collaboration for a team of five members.
• Administered customer complaint handling, and carried out root cause analysis with CRM tools to facilitate timely resolutions and optimize processes.
• Sustain service levels aligned with business prioritization.
• Managed over 50 customer cases per day.

Disputes:

• Manage incoming dispute cases from clients, vendors, or internal teams, while ensuring timely and precise documentation.
• Performed in-depth investigations by gathering facts, reviewing evidence, and analyzing relevant data to identify the root causes of disputes.
• Guide negotiations between parties to attain acceptable resolutions, utilizing tact, empathy, and negotiation proficiency.
• Maintain compliance through the alignment of all dispute resolution activities with established company policies, contractual obligations, and legal frameworks.
• Facilitate clear and professional communication with all stakeholders involved in the dispute, delivering updates, and managing expectations.
• Generate detailed documentation regarding dispute resolutions, highlighting trends, and suggesting enhancements for processes.
• Partner closely with legal, customer service, finance, and operations teams to address disputes effectively, and mitigate recurrence.
• Reduced dispute for the assigned customer by 5% every quarter.

Customer Service:

• Client Communication: Serve as the primary point of contact for customers regarding bookings, shipment status, documentation, and service inquiries.
• Shipment Coordination: Liaise with internal departments (operations, logistics, documentation) to ensure smooth cargo movement and timely delivery.
• Documentation Handling: Assist clients with the Bill of Lading issuance, cargo manifests, and other shipping documents, ensuring accuracy and compliance.
• Booking & Scheduling: Manage booking requests, confirm vessel schedules, and coordinate container availability with port and depot teams.
• Issue Resolution: Address customer complaints or delays proactively, offering solutions, and maintaining high service standards.
• Reporting & Updates: Provide regular shipment status updates to clients, and generate reports for internal tracking and performance metrics.
• System Management: Use shipping line software and CRM tools to log interactions, update shipment details, and monitor service KPIs.
• Regulatory Compliance: Ensure all customer interactions and documentation comply with international shipping regulations and company policies.
• Relationship Building: Foster long-term relationships with clients through consistent follow-ups, personalized service, and reliability.
• Performance Improvement: Collaborate with team leads to identify service gaps, suggest process improvements, and enhance customer satisfaction.

• Address escalated cases of retail asset customer segment through email communications.
• Analyze customer inquiries and implement solutions within established TAT
• Sustain resolution rate of 80 email queries per day, boosting productivity by 10%
• Facilitated training sessions for new officers, focusing on product details and procedural adherence. Evaluated call performance and offered targeted feedback to enhance officer effectiveness. Oversaw new officer batch activities on the floor to ensure optimal operational support.
• Deliver comprehensive solutions for escalated cases involving Senior Management
• Ensure timely follow-ups to ensure complete success on all leads and eventually generate revenue through cross-sales
• Directed and advised 10 direct reports, offering consistent feedback and training to strengthen abilities and results.

• Deliver financial counseling to individuals facing debt obligations.
• Evaluate total debt and accessible funds to formulate payoff strategies, and estimate the duration for debt clearance.
• Engage creditors to outline the client's financial circumstances and facilitate payment modifications that accommodate the client's needs and satisfy creditor requirements.
• Determine the payment hierarchy to decrease total client expenditures by prioritizing the liquidation of high-interest, short-term loans or contracts.
• Support clients in designing and implementing customized debt management solutions.
• Supervise and analyze client progression toward debt repayment targets, furnishing ongoing support and counsel.

• Provided exceptional customer support in addressing concerns and resolving issues promptly to maintain long-term client relationships.
• Provided exceptional customer support by promptly addressing inquiries from clients regarding trades or account information.
• Collaborated closely with customer support teams to resolve client concerns promptly, maintaining high levels of satisfaction while reinforcing brand loyalty.
• Improved end-user satisfaction by providing prompt resolution of technical issues and efficient customer support.