CUSTOMER SERVICE EXECUTIVE

Dynamic, talented and accomplished executive, combining multi-functional activities and apects of Customer Service wishing to foray into Logistics Management areas. Prospecting for senior positions

BP MIDDLE EAST, Dubai, UAE (Oct 2005 to Present)
Customer Services Executive: Reporting to Customer Services Manager, presently handling a wide range of Automotive Lubricants under Castrol, BP, Veedol, and Duckhams brands. This covers extensive market territory including UAE distributors and direct accounts, Oman, Afghanistan, Kuwait and Bahrain, involving 30 million liters per annum. Effective management of customers through ORDER TO CASH CYCLE PROCESS

Roles & responsibilities:
• Controlling local & imported products price queries, assessed through SLA and enquiries resulting in Orders
• Booking of orders under JD EDWARDS ERP and their execution
• Update Customer on status of production time-frames and deliveries’ schedule
• Prioritizing promotion related orders assessed through PROMOTION MECHANICS process
• Introduction of new products and modification of existing products assessed through PICI process
• Effective and conclusive customer complaint handling and post-settlement tracking/feedback
• Assisting sales team in routine operations, viz: pricing support, stock and delivery position etc
• Processing and settling distributor disputes/claims with adjustment of relevant debit/credit notes
• Mopping up outstanding dues and managing strict credit control
• Overseeing different markets, deputizing for regular customer service executives & supervisor
• Preparing and putting up MIS-reports, update daily/monthly sales reports, NSV tracking and analysis, PREMIUM BASKET EVALUATION, RUN RATE REQUIRED report, PRODUCT FOCUS report & other miscellaneous reports
• Managing Lube Connect management, an on-line web-based ordering system which provides complete picture of customer profile vis-ΰ-vis order and price update, besides other technical processing details



OMAN AGRICULTURE DEVELOPMENT Co., (SAOG), Oman (Sep 1991 to Sep 2005)
Sales Executive & Receivables Accountant: Reported to Manager Finance & Administration and assisted by one subordinate, oversaw BaaN IV C4 Distribution and Finance modules, including handling of sales orders and replenishment & accounts receivables

• Diploma in Computer Programming & PC-Application from Computer Point, Chennai, in 1989, securing 52%.
• Computer Skills: Application Package BaaN C4 ERP : Distribution & Finance Module, JD Edwards ERP (ORDER TO CASH MANAGEMENT), MS-Windows, MS DOS, SCO XENIX, MS-Office, Fox BASE, Fox Pro & dBase, III Plus, Lotus for Windows-123 (Release-5) etc.
• B.A. (Economics) from RKM Vivekananda College, Chennai, in 1988, securing 54 %.

Select accomplishments:
• Awarded Spot Bonus in Dec ’08 for continuously delivering consistent performance
• Awarded Spot Bonus on two occasions (in 2006 & 2007) for excellent customer service which helped in getting major contract for three years, involving sensitive and prestigious UAE Direct account (Al Futtaim Motors)
• Deputized for team leader in her absence during last quarter of 2007 and managed the team with excellent leadership qualities
• Implemented KPIs for improving on Quality Management Systems and introduced innovative zero-error sales order systems
• Constant & meticulous follow-up for payments during the last quarter of 2007 resulted in achieving our DSO target. We closed the year at 53 days against DSO target of 58 days

INTERNATIONAL POSTINGS

• 18 years international exposure, handling multi-culture population-mix in Oman & UAE during the course of posting with BPME and OADC