SAP,Oracle,Citrix,Legacy,Salesforce,WMS
Mohd Assadi Rizvi
Leader - Supplychain & Customer Service Operations
Dubai,Dubai
Summary
Results-oriented "Leader - Supplychain & Customer Service" possessing first-rate communication, problem analysis and organizational skills. Adaptable professional with 15+ years of experience in Supply Chain, Logistics, Warehousing 3PL/4PL, Customer service operations.
Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.
I have worked across a wide range of Business industries (Safety and Industrial - Automotive - Aerospace Engineering - Consumer - Healthcare, Electronics & Transportation) operating globally out of the UAE.
As a result, actively seeking a new challenge with an organization that encourages innovative thinking, service excellence, and strategic development , I am multi-lingual and speak English, Arabic, Bengali, Hindi, and Urdu.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
1
1
Language
Work History
Customer Service Team Lead
3M Gulf Ltd.
Dubai
10.2020 - Current
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Evaluated customer service staff performance and provided constructive feedback.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Provided primary customer support to internal and external customers.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Used [Salesforce,Legacy,SAP] to keep records of customer interactions, customer accounts, and file documents.
Supply Chain Operations and Customer Service Specialist
3M Gulf Ltd
Dubai
02.2012 - 11.2020
- Manage OTC – Order to cash cycle process / execute customer orders effectively and address Order Variability
- Resolved concerns with products or services to help with retention and drive sales.
- Provided primary customer support to internal and external customers.
- Liaise with Marketing / Sales & Operation Planning (S&OP) process and review stocking parameters in line with company OP & growth plans.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Balancing Demand & Supply to meet operating plan and provide appropriate service levels, with optimal inventory levels as key and inventory turns and month of stock as counterbalance
- Review material flow parameters such as replenishment order quantity & order intervals and recommend appropriate replenishment quantities in line with projected demand
- Coordinate with Intercompany / Freight Forwarders / 3P logistics providers
- Responsible for Inventory Accuracy in 3PL warehouse and initiate early detection of Inventory errors by using weekly Book-to-Book reconciliation and Monthly Cyclic counts
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Closely cooperates with Sales & Marketing / Sources of Supply / Regional offices / Finance / IT, in order to ensure high class service to customers and achieve operational excellence at optimum cost
- Manage the complete order process cycle i.e., from enquiry to delivery
- Dispatching shipment using various mode of transportation like, Sea / AIR/ Road
- Follow up with different source of supply with regards to shipments on all open PO’s and provide order status to customers on a fortnightly basis.
- Ensure compliance with all applicable regulations regarding finished product safety
- Co-ordinate with global supplier facilities/service providers for handling inbound/outbound shipment to/ from 3PL Jebel Ali warehouse and re-export/distribution into the Middle East
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained and managed customer files and databases.
- Monitor clearance for Inbound/Outbound shipments, close coordination with forwarders personnel on matters related to the inventory & regular reviews of reports against goods held at forwarders site
- Ensure that key customers receive all documentation ahead of time for clearance of their shipment.
Logistics & Cargo Supervisor
REFCO Metals L.L.C
Dubai
06.2011 - 01.2012
- Assisted in development and implementation of logistics policies and procedures to provide roadmap for daily operations.
- Conducted investigations to resolve issues related to logistics and cargo movements.
- Efficiently manage the overall supply chain process which includes – Warehouse management,Physical count of stock levels for all Alloys and Extruded Aluminum Products and ensure that its logistical resources and needs are appropriate.
- Managing Alloy / Aluminum Extrusion orders for Overseas Shipments.
- Responsible for coordinating with purchase and production team for receiving and planning.
- Managing the process flow from receiving of raw material goods at warehouses and resolving any irregularities if found.
- Monitoring the warehouses inventory levels (Inbound / Outbound) and Reconciliation with the system balance, alarming purchase for items reaching the order level and controlling the distribution
- Works directly with the distributor i.e (Gulf Extrusions) and purchasing team to ensure that agreed order levels are maintained, and the re-order process run efficiently according to the agreed intervals.
- Oversees logistics processes in UK relating to delivery.
- Ensures compliance with all domestic rules and regulations for the import and export of all Alloy /Extruded products to UK.
- Liaises with 3PL operations and finance to ensure accurate financial numbers related to inventory is being used and recorded.
- Ascertains that all customer needs are addressed through liaising with UK supply chain team, regarding delivery complaints, invoice problems, communicates either verbally or in writing daily.
- Supervise the movement of shipments through Air, Sea & Land i.e., according to standard operating procedures.
- Ensure all Equipment’s (Combi lifts and Forklifts) are stored and handled in line with good storage and distribution practice.
Senior Logistics Coordinator
Kellogg Brown & Root Inc.
Dubai
11.2007 - 05.2011
- Main objective is to provide flawless execution of the 3PL warehousing services including inbound, storage, outbound by designing, implementing, and operationally managing processes in warehousing, stock keeping/handling through SAP.
- Skilled at working independently and collaboratively in a team environment.
- Organized and detail-oriented with a strong work ethic.
- Manages 3PL warehousing operations
- Ensures operations are running smoothly, timely, accurately, and effectively, including bulk material inbound/outbound, all spare parts movement in/out of stock, preparation for shipping and/or collection.
- Interfaces with regional organizations to resolve any problems associated with stock handling and inventory management.
- Develops and implements a proactive track and trace process to ensure all warehousing operations by 3PL performed in an effective manner according to KPI's set.
- Participate and/or drive improvement projects on Logistics operations, provides expertise to solve complex business issues that optimize in warehousing operations.
- Leads inventory audits as required as well as are responsible for inventory cycle counts and Physical Inventory, supports troubleshooting all inventory discrepancies while collaborating with managers and logistics management.
- Participates in all warehousing study and be the warehouse operations subject matter expert to ensure all logistics requirements met and exceeded.
- Monitors 3PL operations KPI’s develops a firm performance monitoring process and keeps track of country 3PL performance both on KBR and 3PL , prepares performance monitoring, comparison, verification reports & develops get well action plans as necessary.
- Participates in KPI defining studies and Provides vendor management support; contributes broad, business management perspective; provides input and support into planning, order management and procurement.
- Corresponding with KBR high level management to prepare daily load plan, inventory as per priority shipments, Burn RFID Tags and weekly Tags Inventory reports and send to LOGCAP III & Headquarters.
Logistics Administrator
Juma Al Majid Group L.L.C
Dubai
09.2005 - 10.2007
- Managed functional areas of logistics.
- Handling LC’s, Release of Documents from Banks (Shipping Documents & Bank Guarantees).
- Collaborated with project managers to discuss procurement, logistics and service requirements for optimized purchasing power.
- Supervising – Staff for carrying on bank transactions on daily basis I.e., Payments [Open A/C, CAD (Cash against Documents & LC’s].
- Liaison with International Shipping & Freight Forwarding Co.’s & Assisting the Group Logistics Manager in finalizing the Annual Freight Agreement.
- Maintaining records of the agreement [FCL, LCL, Break Bulk, Air, Road – FOB].
- Carrying on freight activities for (FOB/C&F/CIF/DDP/DDU/EXworks – on case-to-case transactions).
- Guiding the JAM Group Co.’s, Div.’s, Dept.’s, in nominating the shipping Co., / Forwarders as per to circumstances.
- Assisting the Group Logistic Manager in all logistic matters and simultaneously playing the administration role.
- Coordinating with the Shipping Co’s and JAM (Juma Al Majid) Group for all the matters related to or shipments, to avoid delays, hassles etc.
- Negotiation of freight rates for the Annual Freight Tender & Overall follow-up of all the shipments routed via [Air,Ocean, and Road].
- Collect and arrange necessary shipping documents i.e., Bill of lading/Airway bill, supplier Invoice,Packaging List & certificate of origin.
- Clearance of all the shipments, Import/Export - [Air, Sea, Road] using online Interface through the E - clearance database portal with Dubai customs.
Customer Service and Import/Export Clearance Agent
Farway Shipping Services
Dubai
09.2003 - 09.2005
- Gather and analyses information in order to recommend preventative measures to avoid recurrence of problems with customs to ensure timely clearance of shipments.
- Cultivated interpersonal skills by building positive relationships with others.
- Proven ability to develop and implement creative solutions to complex problems.
- Submit monthly report to the manager on the status of the documentation to be submitted to indicate any backlogs so that corrective action can be taken to resolve them
- Maintain an excellent relation with the customs authorities to ensure that all shipments are processed, subject to complete paperwork in the shortest possible time thereby leading to customer delight
- Identify and run all new procedures related to customs duty
- Generate all import/Export bills for all Clients & Customers and maintaining an up-to-date record of the clearance, follow customer service procedure as outlined to comply with the ISO procedures and safe working practices
- Handle customer’s objections in a professional manner to maintain the customer’s faith in Farway Shipping Services
- Catering to customer’s requirements and providing quality service to retain existing customers and gain more the help of good word of mouth
- Respond to any queries relating to customs both from internal and external customers in a timely and professional manner to ensure shipments are processed to achieve optimum clearance times and provide a high level of customer service and professionalism considering that all customers have an express requirement and are looking for instant and immediate action.
Education
BSC - International Business
Madonna University
01.2007 - 04.2008
Advance Diploma - Business Administration
London International College
01.2006 - 04.2007
Diploma - Business Administration
London International College
01.2005 - 04.2006
Skills
Coaching and mentoring
Software
Certification
Lean Six Sigma Green Belt Certification, [3M Gulf Ltd] - [2019-2020]
Accomplishments
• Received SPOT award on two occasions for efforts and outstanding performance for extra mile efforts for Q2 & Q4 2013 from the Business & Supply Chain management for providing the supply chain excellence, and added value to the company in achieving its goals.
• Nominated for MENA Nova Awards for Supply Chain Excellence 2014.
• Achieved and recognized for Highest sales for Upselling for Industrial division (Customer first ordering) 2016.
• Recognized for 3M Customer First award on 18 May 2017 – for the contribution towards making value Realization & customer first awards a big success.
• Supervised team of [10] staff members.
• Used Microsoft Excel to develop inventory tracking spreadsheets. Achieved 100% Result by completing "Tasks relevant to Order Management Activity - OTC" with accuracy and efficiency.
Timeline
Highfield Level 3 International Award in Emergency First Aid at work (DCAS) Certificate ref# FA6732336 "Dubai Ambulance"- [2022]
08-2022
Licensed (DCAS Permit # T16016) Emergency First Aid at work place.
08-2022
Licensed# 741949 & Certified : ASFS36230 [Fire Warden/Marshal] ,[Al Salama Fire Safety training L.L.C]- [2022]
06-2022
Fire Safety Fundamentals & Proper use of Fire Extinguishers Training - [2022]
06-2022
Customer Service Team Lead
3M Gulf Ltd.
10.2020 - Current
Lean Six Sigma Green Belt Certification, [3M Gulf Ltd] - [2019-2020]
01-2020
Supply Chain Operations and Customer Service Specialist
3M Gulf Ltd
02.2012 - 11.2020
Logistics & Cargo Supervisor
REFCO Metals L.L.C
06.2011 - 01.2012
Senior Logistics Coordinator
Kellogg Brown & Root Inc.
11.2007 - 05.2011
BSC - International Business
Madonna University
01.2007 - 04.2008
Advance Diploma - Business Administration
London International College
01.2006 - 04.2007
Logistics Administrator
Juma Al Majid Group L.L.C
09.2005 - 10.2007
Diploma - Business Administration
London International College
01.2005 - 04.2006
Customer Service and Import/Export Clearance Agent
Farway Shipping Services
09.2003 - 09.2005
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