Neethu Parambil
Dubai
Summary
I'm a results-oriented professional with over 15 years of experience in international logistics and freight forwarding, excelling in customer service and logistics management. Proven track record in enhancing customer retention through effective communication and problem-solving skills. Adept at streamlining processes and ensuring timely shipment execution, contributing to operational excellence and client satisfaction.
Overview
15
15
years of professional experience
Work History
Operations Coordinator
Motion Supply Chain Logistics Service LLC
Dubai
04.2024 - Current
- In this role, I receive and attend to customer queries via emails and calls on products and services promptly and provide the desired information in a courteous manner. Adhere to service standards on response time for all queries raised and that the appropriate escalation process is followed for timely and accurate receipt of information.
- Effectively monitor and track the progress of the shipment right from the time the shipment is picked at the origin to the time it is delivered to the customer at the destination and update the customer on the same at all times through timely and accurate pre-alerts. Maintain an accurate order status record for review and effective tracking.
- Ensures timely execution of all shipments and related documentation.
- Provides timely updates to customers/customer services on estimate arrival and dispatch timings updating as and when required.
- Completes shipment files to include final invoicing within appropriate timelines.
- Coordinate with Overseas Agents on routing orders and communicate shipment particulars and service levels.
- Liaise with the airline and shipping lines on the ETA of shipments and with origin stations, operations, sales, etc. for pending documents, credit notes and other delays for the timely resolution of alterations and discrepancies (delays, offloading, short/over shipments, etc.).
- Receive accurate SLIs from customers on all export and import orders, and assist the customer with information on documents required for processing the same. Ensure that rates are approved, and the documents are in place to execute the operation activities.
- Complete bookings with carriers and submission of shipping instructions with great accuracy.
- Liaise with stakeholders, including Sales, Customers, and Shipping Lines/Agents in the execution of the Division’s Business Development.
- Operate in line with Standard Operating Procedures (SOP) of the Division and request development as and when required by customers.
- Adhere to safe operation and compliance of the Company Policies.
- Performs other duties as required.
Customer Service Executive
ECU Line Middle East LLC
Dubai
01.2022 - 12.2022
- In this role I was responsible to monitor and execute the shipments from receipt of notification until file closure which entails opening jobs in the system, arranging transportation & customs clearance, invoicing & delivery
- Keeping the client informed at all times through effective & proactive communication
- Updating customers with regards to their shipments and any other relative queries
- Liaising with other departments within the organization
- Maintaining DSR on daily basis
Customer Service Executive
ProConnect Integrated Logistics
Dubai
05.2021 - 01.2022
- In this role, I was responsible to handle customer service, pricing and operations for Redington account and updating all the details in CargoWise1
- My KRA's include:
- Quoting rates to the customer, arrange booking with the carriers & shipping lines
- Coordinating with COE team and Redington team on daily basis and keep them updated with shipment details
- Co-ordinate with the nominated counterpart agents for import & cross-trade shipments
- Daily follow-up with the agents, airlines & shipping line till the shipment reaches at the destination
- Need to update all the details in CargoWise1 like, shipment details, Cost Posting, Revenue Posting
- Maintaining a DSR with all relevant data including the cost, revenue & gross profit of each shipment
Partnership Executive
LogisEye Solutions FZE
Dubai
07.2020 - 04.2021
- In this role, I was responsible to manage supplier (i.e
- Logistics Service Providers)
- Calling suppliers (Logistics Service Providers), arranging meetings, giving a presentation and product demo
- Onboarding LSP's and giving them hands on training to upload the rates in the system
- Follow up with suppliers for the rate management
Assistant Manager, Air Import
DSV - Global Transport and Logistics
Mumbai
03.2018 - 12.2019
- In this role, I was responsible for handling Customer Service and Operations for Air Imports and updating all the details in CargoWise1
- My KRA's include:
- Receiving pre-alerts from counterparts and sending it to customer with all the relevant documents
- Daily follow up with the Airlines till the arrival of the consignment
- Sending Cargo Arrival Notice and Tax Invoice to the customer upon arrival of the shipment
- Need to update all the details in CargoWise1 like, Cost Posting, Revenue Posting, Updating Milestones etc
- Following up with overseas for Debit Notes and posting it in CargoWise1
- Maintaining a DSR with all relevant data including the debit notes & profit share receipt status
- Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
Assistant Manager - Operational Key Accounts
Kuehne + Nagel
Mumbai
07.2014 - 02.2018
- In this role, I'm responsible for Key Client Relationship Management
- I work with internal resources (on local, regional and global level) for effective service delivery
- My KRA's include:
- Ensuring Service Delivery as per the agreed standard metrics while exploring new business potentials and opportunities with the customer
- Implementing new business processes with the Operations team and ensure Operational / Invoicing & Bill submission SOPs / KPI maintenance and adherence
- Data Quality Management / Proactive Event and Exception Management
- Leading the Monthly / Quarterly and Annual Business Review Meeting
- Organizing Customer Workshop as/when required
- Rates and Service Contract Administration
- Assisting Bid Owner in bid process, especially RFI
- Working closely with Finance / Credit control team to ensure customers DSO performance is within agreed limits and CR Terms are adhered to
Customer Service - Air Imports & Exports
Agility Logistics
Mumbai
09.2012 - 07.2014
- This was a dual role that required me to handle both export & import related tasks
- My KRA's included:
- Quoting Rates to the customer
- Coordinating with transporters
- Coordinating with airlines for rates and flight updates
- Handling Customer Service and Operational Activities
Customer Service - Air Imports
CEVA Logistics
Mumbai
10.2010 - 08.2012
- This role required me to handle the entire domain of Air Import Procedure & documentations
- My KRA's included:
- Follow up with the airlines for proper flight updates
- Follow up with clearing agents in respect of prompt clearance of shipments as well as pre/post shipment import documents
- Keeping customers updated about their shipments
Education
MBA - Operations
ITM University
Mumbai05.2014
BMS - Marketing
Kamla Mehta College of Management & Commerce
Mumbai04.2010
Skills
- Customer service
- Key Accounts
- Negotiation
- Logistics
- Decision-making
- Effective communication
- Continuous improvement
- Customer retention
- Problem-solving
- Supply Chain Management
Languages
- English
- Hindi
- Malayalam
- Marathi
Personal Information
- Date of Birth: 08/11/89
- Nationality: Indian
Timeline
Operations Coordinator
Motion Supply Chain Logistics Service LLC
04.2024 - Current
Customer Service Executive
ECU Line Middle East LLC
01.2022 - 12.2022
Customer Service Executive
ProConnect Integrated Logistics
05.2021 - 01.2022
Partnership Executive
LogisEye Solutions FZE
07.2020 - 04.2021
Assistant Manager, Air Import
DSV - Global Transport and Logistics
03.2018 - 12.2019
Assistant Manager - Operational Key Accounts
Kuehne + Nagel
07.2014 - 02.2018
Customer Service - Air Imports & Exports
Agility Logistics
09.2012 - 07.2014
Customer Service - Air Imports
CEVA Logistics
10.2010 - 08.2012
MBA - Operations
ITM University
BMS - Marketing
Kamla Mehta College of Management & Commerce