Poornima Unnikrishnan
Dubai
Summary
An accomplished sales and customer service professional with extensive experience in the logistics industry. My core competencies include customer relationship management, supplier management, team work and operational efficiency. I specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with a passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Sales Support Specialist
National Oilwell Varco, L.P
03.2023 - Current
- Responding to customer inquiries promptly and accurately, providing information about products, services, pricing, and availability.
- Generating price quotes based on customer requirements, negotiating pricing if necessary, and providing accurate estimates for products.
- Taking customer orders via email/customer portal, entering orders into the system accurately, and ensuring that orders are processed efficiently and in a timely manner.
- Addressing customer complaints such as late deliveries, shortages, or excess of items by investigating the issue, finding solutions, and ensuring customer satisfaction.
- Working closely with the expediting team to monitor order status, expedite deliveries when necessary, and ensure that deliveries are made on time as promised to customers.
- Generating and sending invoices to customers accurately and promptly, ensuring that all billing information is correct and that invoices are sent out in a timely manner to facilitate timely payment.
- Collaborating with other departments such as sales, inventory management, and logistics to coordinate customer orders, resolve issues, and ensure smooth order fulfillment processes.
- Increased client retention rates with diligent follow-up on leads, accounts, and contracts.
- Developed and maintained relationships with key accounts and existing customers.
- Compiled and analyzed sales data to generate weekly reports for management meetings, providing key insights into sales performance, trends, and opportunities for improvement.
Customer Service Representative- Sales&Commercials
Stolt-Nielsen Middle East DMCC
02.2021 - 02.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled pricing and quotes for the customers.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Recommended products to customers, thoroughly explaining details.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Effective liaison between customers and internal departments.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Promised best prices for services and maintained accuracy when determining quotes.
- Managed rate negotiations with vendors and shipping lines.
- Worked closely with Vendor Management.
Executive- Client Service
Agility Global Logistics FZE
08.2018 - 02.2021
- Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints concerning inbound and outbound shipments.
- Organized inbound and outbound via ocean, air, and road.
- Generated all documentation for customs clearance purposes for both inbound and outbound shipments.
- Coordinated shipping requests for expedited delivery and records accurately to ensure correct billing.
- Tracked orders and notified customers of status or potential delays.
- Worked on Warehouse Management System (Infor).
- Worked closely with the operations to expedite day-to-day activities in the warehouse.
- Incorporated data in google smart sheets to create updated status reports for quick reference of shipments progress and deadlines.
- Developed and maintained automated tracking systems, hard copy files, and records to enhance office workflows
- Ensured efficiency and monitored daily KPI.
- Handled pieces of training and meetings for the team and new joiners who are onboarded to the team.
- Attended training and sessions conducted on the improvement of customer service skills and duties.
- Handled major clients like Epson, Hisense, and ASUS.
HR Administrator/ Logistics Coordinator
Colexo General Trading
08.2017 - 07.2018
- Handled day-to-day customer servicing and administrative activities.
- Prepared documents such as invoices, purchase orders, delivery orders, and other documents.
- Managed banking activities on a regular basis.
- Attended client meetings and assisted with functional requirements.
- Prepared shipping documents such as commercial invoice, packing list, certificate of origin, form 6, and form 9.
- Analyzed and examined other shipping documents such as the bill of lading and PSIC.
- Handled shipping and logistics operational activities.
- Managed Public Relations duties.
Education
Bachelor of Business Administration -
CMS College of Science and Commerce
Coimbatore, IndiaCarmel CMI School
Kerala, IndiaEmirates National School
Sharjah, UAEMBA - Supply Chain Management
Abertay University
Dubai, United Arab Emirates09.2025
Skills
- Client service operations
- Service enhancement
- Familiar with Warehouse Management System
- MS Office proficiency
- Customer Relationship Management
- Problem Resolution
Languages
Malayalam
Native language
English
Master or proficient
C2
Arabic
Elementary
A2
Hindi
Upper intermediate
B2
French
Beginner
A1
Timeline
Sales Support Specialist
National Oilwell Varco, L.P
03.2023 - Current
Customer Service Representative- Sales&Commercials
Stolt-Nielsen Middle East DMCC
02.2021 - 02.2023
Executive- Client Service
Agility Global Logistics FZE
08.2018 - 02.2021
HR Administrator/ Logistics Coordinator
Colexo General Trading
08.2017 - 07.2018
Bachelor of Business Administration -
CMS College of Science and Commerce
Carmel CMI School
Emirates National School
MBA - Supply Chain Management
Abertay University
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