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
POS systems expert
Report preparation
Order management
Customer Relations
Warehousing functions
Order fulfillment
Shipping procedures understanding
Complaint resolution
Account management
Recordkeeping strengths
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