OLWIN DSOUZA

Key Responsibilities:

• Hands-on experience and knowledge in all modes of shipment: Export, Import, and Cross Trade.
• Collaborate with internal stakeholders to align pricing strategies with business objectives and communicate updates clearly.
• Coordinate with overseas agents for import and cross-trade shipments to source the most competitive rates.
• Respond to customer and agent queries regarding customs regulations and shipment issues promptly and professionally.
• Work closely with the Customer Service team and coordinate with Operations and Documentation departments to ensure smooth execution of shipments.
• Engage in business development initiatives using market intelligence and periodic shipment analysis.
• Ensure timely delivery upon shipment arrival to avoid additional charges such as demurrage and storage fees.
• Provide high-quality customer service support for sales order processing, assisting with air, sea, and land freight for both import and export.
• Manage and resolve service inquiries from clients, overseas agents, and internal sales teams.
• Understand customer business requirements, including cargo type, frequency, trade lanes, and shipment patterns.
• Provided support to manager during audits, ensuring accurate reports.
• Created a positive work environment, resulting in higher employee morale.
• Handled customer complaints effectively, restoring trust in our brand.
• Developed strong relationships with suppliers, ensuring timely delivery of products.
• Improved customer service by implementing new procedures and protocols.
• Managed daily operations to ensure smooth running of the shop floor.
• Conducted team meetings on a regular basis, promoting open communication within the team.
• Maintained smooth-running business operations by delegating priorities to staff abilities.
• Designed and implemented training to further develop staff based on business goals.
• Organised financial and operational data to help with yearly budgeting and planning.
• Handled negotiations with outside vendors and service agencies to meet group needs.
• Streamlined processes to improve and optimise office operations.

• Working on regional projects (distribution/relocation different type of goods from Jebel Ali via multi-Transport modes) & exhibitions in timely manner.
• Periodically analyzing the business performance of the major client to maximize the scope of supply of the company and increase the strike ratio of the generated quotation.
• Increasing the loyalty of the clients by periodically reviewing their suggestions and resolving their complaints in due time
• Handled land freight shipment to all GGC country and air/ sea freight for all destination
• Following up Border clearance and checking documentation before processing.
• Ensure that all required Documents and the pre-alert received from the countries are delegated to the respective operations team member for further processing.
• Resolved complex issues speedily, enhancing customer trust in the brand.
• Worked closely with colleagues for efficient problem resolution.
• Improved client satisfaction by promptly addressing and resolving complaints.
• Ensured high-quality service by regularly reviewing customer feedback.
• Resolved customers' general enquiries by phone, email and in person.
• Advised management of customer service trends, creating proactive strategies to maintain best practices.
• Explained benefits and advantages of different product and service offerings to customers.