Uthaya Kumar Sugumaran Email and Phone Number

• Manage client accounts which includes coordinating with client and operations teams to ensure SLAs are successfully met.• Help develop initiatives to increase customer satisfaction and retention• Monitor daily activities of your accounts to ensure KPIs are met• Identify new opportunities and requirements from client to help our product team develop new products and services• Plan and present reports on account progress, goals, and quarterly initiatives to share with team members, stakeholders• Increasing client profitability• Book in regular service meetings on calls with clients to scope and understand their future business plans• Handle client escalations where required• Create Work Orders for Clients regarding Value Added Service items• High touch relationship management

Key point of contact between the company and the key clients and managing end-to-end Client Experience for them.Build strong relationship and rapport with the assigned clients as well as with cross functional teams.Oversee assigned key clients’ queries and escalations.Maintain high standards for response, resolution time and quality of resolution.Excellent understanding of internal systems, order management flow and reports.Training and educating clients on system handling and navigations.Work closely with other function to plan and strategize operational requirements to meet client’s needs and closely monitor SLAs to ensure customer and client experience.Responsible for investigation of problematic orders and parcels with other stakeholders such as Operations team, CRT team and Commercial team and etc.Coordinate with Finance team to handle reimbursements and claims for the key clients.Execute assigned adhoc tasks in regard to sales campaigns volume spikes / arrangement.Be the voice of client and provide their feedback to management for continuous improvement.

Resolve queries and ensure that information is passed to the Customer Care team promptly and efficientlyTo keep track for any defective or stock rotation return from customers in any channel.Troubleshooting returned hardware, and document all details found during the investigative, and the steps taken to rectify the problem and archive the information into the system.Verify, scan and stock incoming RMA shipments received.Picking, packing products for RMA.Check and record RMA inventory in stock on a regular basis.Responsible for the receipt of returned materials.Ensures the proper unloading and staging of spare parts material within designated warehouse areas.Daily review and reconciliation of return material authorization (RMA) forms with physical inventory returns.Monthly disposition (return, disposal, closeout) of RMAs; including physical inventory return for most tile shipment returns.Daily review and follow up of pending or missing RMAs through RMA systems.Daily communication with Tech and Operations teams on the status of pending RMAs through standard reports.Performs additional duties as required and or requestedEnsure timely resolution or cases are attended via internal CRM tool or via internal communication channel as per agreed SLA.Perform weekly or daily report as agreed with current reporting ManagerMaintain & build a good working relationship with internal & external stakeholders. Perform adhoc duty as and when required by Superior/Manager

• deal directly with receiver either by telephone, electronically • respond promptly to shipper/receiver inquiries• handle and resolve customer complaints• obtain and evaluate all relevant information to handle product and service inquiries• provide pricing and delivery information• direct requests and unresolved issues to the designated resource• record details of inquiries, comments and complaints.• record details of actions taken• manage administration

• Answer phone inquiries direct call, and provide basic company information; oversee mail deliveries, packages and couriers.• Perform clerical duties, take memo and maintain files and organize documents, photocopy, fax and as needed.• Assist in preparing information and research materials.• Run general industry – warehouse related errands• Manage databases and input information, data, records and the parcels received for the day.• Research and gather documentation on company position in the industry.• Shadow multiple office positions and train in the industry.• Update and post supervised social media and website content, respond to web correspondence. Assisting on customer online inquiries (if required)