Kanchan Honrao
DUBAI
Summary
Results-driven Customer Service and Supply Chain Specialist with extensive experience across the Chemical, Oil & Gas, Food, Tobacco, and Aviation sectors. Recognized for optimizing end-to-end supply chain processes, achieving significant cost reductions, and enhancing operational efficiency. Proven expertise in logistics and 3PL management, ensuring superior customer satisfaction and streamlined operations. Aiming to leverage comprehensive industry knowledge to drive innovative solutions in supply chain management.
Overview
24
24
years of professional experience
Work History
Customer Experience Service Delivery - Supply chai
Philip Morris International
Dubai
09.2024 - 12.2024
- Company Overview: PMI is one of the world's leading international tobacco companies, building a future on replacing cigarettes with smoke-free products.
- Act on continuous improvement opportunities both in relation to customers and internal/external stakeholders.
- Responsible for vendor management and shipment order consolidation planning.
- Responsible for the RTM secondary distribution in ensuring 100% fulfillment.
- This includes working with the 3PL to ensure that the daily orders are correctly picked and delivered on time, and understanding the delivery routing and the inventory pattern of each route.
- Implemented consistent measurement, monitoring, and enhancement of supply chain performance and KPIs.
- Execute the Market Business Review, evaluate the performance review with the 3PL, and be responsible for all KPIs and SLAs agreed upon with allocated customers.
Operations & Logistics Executive - MacDonald MENA
Kerry Group
Dubai
01.2024 - 08.2024
- Managing supply for the surge in market demand for high-revenue-driven key customer, Mac Donald MENA, with 4KT volume.
- Manage the logistics side of Order-to-Cash for assigned global distributors.
- Logistics Management: Prepare customs documents such as invoices, packing lists, delivery advice, certificates of origin, and bills of entry.
- Communicate and follow up with shipping companies and forwarders regarding shipments.
- Prepare and manage shipping documents (e.g., invoices, packing lists, bills of lading).
- Collaborated with Corporate Logistics, 3PL partners, and other functions to enhance overall supply chain performance—OTIF deliveries.
Senior Customer service & Logistics Specialist -Su
Dow Chemical IMEA GMBH
Dubai
10.2017 - 12.2023
- Executed the order to the Cash Cycle: order receipt and entry to the invoicing process, primarily for high-value and complex customers in the Middle East and Africa, according to agreed service levels, Incoterms, pricing, and payment terms, and highlights when the credit limit of customers is reached.
- Serve as the primary point of contact for customers, and strengthen engagement by developing solid relationships, understanding their needs, and continuously improving the customer experience.
- Ensured compliance with shipping documentation across various countries, and meticulously reviewed Letters of Credit (LC) drafts prior to establishment, as well as final LCs, to ensure alignment with both country-specific and company requirements.
- Prepare customs documents such as invoices, packing lists, delivery advice, certificate of origin, and bill of entry.
- An excellent working knowledge of SAP, CRM (Microsoft Dynamics), and/or other internal systems is required to perform the role.
- Support reports on logistic performance, and recommend improvements.
- Adhered to all Dow guidelines to maintain ISO certification and ensure full compliance with Sarbanes-Oxley requirements.
- Evaluate vessel performance in terms of hours spent at load and discharge ports, and at sea, in order to avoid, minimize, or raise claims (credit/debit notes).
- Analyze demurrage and claims, highlighting trends, areas of improvement, and issuing periodic reports.
- Have a thorough investigation done to identify the root cause indicator (RCI) and make corrective and preventive action (CAPA) in place to avoid reoccurrences.
Trading and Supply Commercial Operator - LNG (Liquefied natural gas)
Shell International Trading Middle East
Dubai
10.2014 - 02.2017
- Successfully executed short- and long-term cargo transactions, including spot deals, to enhance the global portfolio, with a specific focus on Latin American accounts, particularly Peru, Gas Natural, Qatar Gas, and Reliance.
- Skillfully engaged with LNG cargo and freight counterparties and terminals, overseeing comprehensive pre- and post-deal activities to ensure smooth operations.
- Handling operational claims (vessel or cargo) alongside relevant parties.
- In coordination with the vessel's management, owners, and agents, to make out necessary load and stow plans in order to optimize the voyage result.
- Use IMOS for voyage management, updating vessel positions, and cross-checking actual PNL against estimates.
- Negotiating directly with the shipping line, freight forwarders, obtaining quotations for the best rate, the best credit term, port storage, and shipping line free time to avoid demurrage costs.
Customer Service Officer
The Emirates Group
Dubai
05.2001 - 10.2011
- Skillfully managed airport terminal operations, i.e., (T1 and T3), effectively bridging customer needs, supervisory oversight, and Contact Centre coordination.
- Orchestrated and guided a diverse workforce of 40 members, delivering unwavering, efficient services to stakeholders across the network.
- Spearheaded team performance assessments, appraisals, and comprehensive employee development strategies.
- Conduct quality checks and attend interviews with the team to ensure adherence to EK standards, coach the team when necessary in all aspects of the recruitment function, and provide feedback as required.
- Pioneered the development of meticulous Standard Operating Procedures and Key Performance Indicators for the team, aligning seamlessly with company protocols.
Education
International Diploma in Logistics & Transport - CILT LEVEL 5
WINGS WAY
Dubai 01-2026
Bachelor - Marketing & Finance
BCOM
IndiaLiquefied Natural Gas Course - LNG
Shell International
QatarSome College (No Degree) - Educational Leadership And Management
Institute of Leadership & Management
United KingdomSome College (No Degree) - Recruitment
Emirates Group
United Arab EmiratesSkills
- Supply Chain
- Logistics
- Key Account
- Customer Service
Accomplishments
- 12/2023, Nominated for Customer centric service excellence - went beyond and above duty scope to resolve custom clearance issue with Egypt customs - saved demurrage charges and shipment worth $24k getting forfeited by customs
- Compass award (DOW -EMEA DP2F -2023)
- 06/2018, Surpassed Dow Financial estimate
- Sales target 2.7 kt by achieving over 3 Kilotons/ KT of sales for June 2018
- Awarded Bronze award.
- 2019, Recognized with the Silver Award (for customer-centric collaboration efforts with Algeria customs for consistently follow up to resolve the shipment held at ports, helped in clearing shipment value $150k contributing to customer retention and satisfaction at DOW 2019
- Played a pivotal role in driving business revenue in West Africa, reaching $1 million and receiving the Bronze award.
- 2016, Received the Service-Related Award (SRA) for exemplary management of LNG Cargo Operations during a resource crisis, going beyond the job scope to support LNG Business (SHELL - 2016)
- Developed Standard Operational Procedures & Key Performance Indicators for the team, aligning with Company procedures, and was honored with the Emirates Group Staff Recognition Najm award.
- Efficiently managed recruitment campaign in (South Africa) -Successfully conducted Assessments and interviews
- Awarded with (Emirates Group Staff Recognition Najm award)
Projects
4 STAR LOGISTICS PROJECT (IMEA), Recognize and appreciate superlative performance of Logistics Service Partners (LSPs) via different categories (Safety, social responsibility sustainability and service). ADN (Asian diversity network), CO -Chair, promote and contribute to Inclusive & Diversity initiatives for UAE team members.
Customer Experience Champion (CX), Demonstrate excellent credibility and consistency in service bearing a customer focus mindset, manage customer demands, General Business frequent interruptions & challenging priorities with high level of efficiency CX score of '81%' for Coatings IMEA.
Timeline
Customer Experience Service Delivery - Supply chai
Philip Morris International
09.2024 - 12.2024
Operations & Logistics Executive - MacDonald MENA
Kerry Group
01.2024 - 08.2024
Senior Customer service & Logistics Specialist -Su
Dow Chemical IMEA GMBH
10.2017 - 12.2023
Trading and Supply Commercial Operator - LNG (Liquefied natural gas)
Shell International Trading Middle East
10.2014 - 02.2017
Customer Service Officer
The Emirates Group
05.2001 - 10.2011
International Diploma in Logistics & Transport - CILT LEVEL 5
WINGS WAY
Bachelor - Marketing & Finance
BCOM
Liquefied Natural Gas Course - LNG
Shell International
Some College (No Degree) - Educational Leadership And Management
Institute of Leadership & Management
Some College (No Degree) - Recruitment
Emirates Group
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