Ariba
Swapnali Sardesai
Sr. Customer Service Officer
Mumbai
Summary
Senior Customer Service and Inside Sales Professional with 9 years in customer relationship management and sales coordination. Enhances client satisfaction through effective communication and timely issue resolution. Manages customer inquiries, collaborates with cross-functional teams, and maintains strong client relationships while delivering high-quality service in fast-paced environments.
Overview
9
9
years of professional experience
Work History
Sr.Customer Service Officer
Environ Speciality Chemicals Pvt Ltd
Mumbai
08.2023 - Current
- Developed procedures for customer service best practices to enhance service delivery.
- Collaborated with other departments to ensure seamless coordination in addressing cross-functional challenges faced by customers.
- Adapted to the new system efficiently, understood vendor needs, and provided resolutions.
- Cultivated strong relationships with clients by delivering personalized attention and addressing unique needs.
- Maintained an organized system for tracking key account information and expediting issue resolution processes.
- Enhanced customer satisfaction by consistently providing prompt and accurate resolutions to inquiries and concerns.
- Reviewed internal ticketing system daily to prioritize workload effectively while ensuring timely assistance for all customers.
- Enhanced customer satisfaction ratings by resolving technical, on-site and account issues efficiently.
- Promptly responded to inquiries and requests from prospective customers.
- Processed orders by coordinating with the Logistics team, Accounts team, and Marketing team for smooth dispatches.
- Engaged regularly with repeat customers through timely follow-ups to maintain sales, and identify new opportunities.
- Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
- Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue.
- Assisted the team in organizing networking events and exhibitions to increase brand exposure and generate leads.
Sales Support Executive
H. R. Organo Chem Pvt. Ltd
Mumbai
12.2021 - 08.2023
- Compile daily lists of leads, and delegate individual leads to sales team associates.
- Provide all necessary data to senior management upon request, and coordinate meetings between departments.
- Sending quotations, making PIs, SOs, and POs.
- Coordinating with the Logistics team, Accounts team, and Marketing team for smooth dispatches.
- While the regional marketing team is in the field, they will make PI's SO's on their behalf.
- To process the sample after the requirement is received from the marketing manager.
- To ensure all details, along with potential application details, are shared by the marketing manager to process the sample.
- To maintain sample stock (both inward and outward).
- To inform all relevant people, including customers, on the sample processed.
- Ensured customer received the sample and followed up for evaluation.
- Keeping track of all samples that are sent & update on the same.
- Highlighted lack of sample feedback from customer to segment head after one month.
- Customers where samples are Approved: To keep a track if trail order received or not accordingly take up with the team.
- Customers where sample are Failed: Ensure relevant actions are taken by team to convert this business & if not to highlight the same to segment head & close accordingly.
- Sent emails and followed up with regional team on budgets, discussing outcomes with segment head or HO team.
- To discuss with HO team & ensure the review agenda is ready.
- To punch regional budgets in ERP.
- After reviews, to discuss with team for orders (budgeted) that are pending or not received.
- In case if managers are on visit, to follow up with customers directly for orders.
- Assisted the team by providing cost analyses for effective price negotiations.
- To send upcoming mails to customers or marketing team for their payment due's.
- To update order activities in customer's portal by proceeding with PO's & creating ASN.
- Any support required by team like mapping, basic customer interaction for details, import data
- Making assessment of DAR for sales managers.
- Responded to customer complaints and queries, ensuring timely processing of all orders.
- Answering customer inquiries, scheduling meetings, and sales appointments, and following up with customers about their order status.
- Creating and processing orders in a timely manner, processing requests for rush orders, and reviewing pending orders and customer requests to ensure customer satisfaction.
Co-Ordinator M&E Team & HBU
Pfizer India Ltd (Team Lease)
05.2017 - 10.2021
- Coordinated operational delivery of domestic and international events documentation related to HCP meetings and internal colleagues' meetings.
- Ensuring compliance in execution and financial reporting.
- Responsible for vendor payments (Zenith Hospitality, Cox & Kings, GIG Hospitality) and reconciliation of statements of accounts, and report payment status to the M&E Specialist and business unit partners.
- Processed vendor payments for Zenith Hospitality, Cox & Kings, and GIG Hospitality, and reconciled statements of accounts while reporting payment status to the M&E Specialist and business unit partners.
- Maintained records of M&E activities for audit purposes.
- Tracked payments and coordinated with the Business, Business Partner, and Accounts Payable Team.
- Handling queries, requests, and complaints of internal colleagues/employees.
- Flight bookings for DBM and RBM from the travel desk.
- Supported new joiners during their initial onboarding stage.
- Oversaw communication with hotels to ensure the smooth execution of events and meetings, addressing any logistical challenges promptly.
- Responsible for supporting new joiners in their initial stage.
- I followed up with DMs for sales updates and projection details, and then sent reports to leads.
Education
M.Com - Human Resource Management
Maniben Nanavati Women's College
Mumbai, IndiaB. Com -
Clara's College of Commerce
Mumbai, IndiaSSC - undefined
Cosmopolitan education society
Advanced financial accounting -
Dr.Babasaheb Ambedkar Institute of Computer Science
Mumbai, IndiaMS-CIT - undefined
Skills
- Team collaboration
- CRM application proficiency
- Effective customer communication
- Customer follow-up
- Complaint handling
- Sales assistance
- Prioritization and scheduling
Software
SAP B1
CRM
Disclaimer
I solemnly declare that all the information furnished in this document is free of errors to the best of my knowledge.
Timeline
Sr.Customer Service Officer
Environ Speciality Chemicals Pvt Ltd
08.2023 - Current
Sales Support Executive
H. R. Organo Chem Pvt. Ltd
12.2021 - 08.2023
Co-Ordinator M&E Team & HBU
Pfizer India Ltd (Team Lease)
05.2017 - 10.2021
SSC - undefined
Cosmopolitan education society
MS-CIT - undefined
M.Com - Human Resource Management
Maniben Nanavati Women's College
B. Com -
Clara's College of Commerce
Advanced financial accounting -
Dr.Babasaheb Ambedkar Institute of Computer Science