Rashme Mohan

Handled roles in various verticals Operations, Sales & Customer Service export documentation, Disputes and OTC

Inside Sales to directly serve customers from European, American & African countries

Quoting and Contracting

• Have migrated big project of Maersk- AFLS Pricing Project successfully.
• Coordinate ,Analyze and provide Ocean Freight Transportation cost.
• Maintain Strong relationship with Customer and Develop new business with Engagement calls.
• Cross trained in multiple activities within a short span of time which made me become a Quality Checker as well as a Subject Matter Expert
• Taking initiative for team meetings and providing quality feedback and updates to the team members in the absence of a Team Leader
• Strong Knowledge on Order to Cash process

Inside Sales

• Preparing Quotes and Contracting the customer accepted rates for timeline period.
• Creating Pricing Contract for the single customer and maintain the same in Salesforce.
• Working on Bulk quotations.
• Making Customer to accept and Convert into Bookings
• Calling customer to understand why Quotation not converted into Bookings.
• Provides Vessel Schedules , Detention and Demurrage details as per country.
• Filling the ships.
• Negotiation with Pricing Managers to provide offer to customer in order to win the Business.

Customer Service & Documentation

• Investigated and resolved Customer inquiries quickly.
• Updating the details mentioned in Shipping Instructions.
• Creating Document and sending Verify Copy.
• Providing details like Equipment availability ,Vessel Schedules ,Updating Shipment parties.
• Confirm the shipment once all details updated in Bookings.
• Amending the Booking as per customer requirements like Cargo description , Changing of Vessels,Update Manual VAS charges if any additional services provided.
• Prepare Loadlists and plan the bookings in mentioned vessels.
• Arranging Haulage to Customers.
• Working on failed cases in Automation team to create manual booking and exceptional cases handled manually.
• Checking the Dangerous cargo and accepts /Rejects as per UN numbers.
• Research and analysis Automation Tool Error and improving Automation process.
• Generating reports as per cluster requirement regarding Client Visit to improve customer’s pain point and increase Net Promoter Score.
• Involved in Projects for Amendment Reduction, E2E Improvement and Invoice Quality.

Disputes Management

• Investigated /Resolved Disputed charges with strict guidelines within time frame.
• Requested all the necessary documents to solve the Disputes.
• Coordinates with Other teams to Accept/Reject the Dispute.
• Following up with Customer to Accept our Rejection on Disputes.
• Reaching out customers through email and call to collect disputed invoices
• Address customers concerns regards to pricing error, customer detail and invoice payment
• Supporting AR team for posting payment against disputed invoices.
• Creating Invoice in SAP
• Manual invoice creation for the technical failure cases
• Received appreciation from the clients for achieving 100% quality and SLA consistently.

Prominent Achievements:

• Rewarded as a Super User for the new application (Accenture freight logistics software-AFLS) and supported by training the end users
• Rewarded Extra mile award (3 times) and Top performer award (4 times) and Star Award (Once)
• Received several Appreciation emails and moments for achieving the target of best sales service support
• Received Award for submitting Kaizen (Process Simplification / Improvement) to reduce timeliness and accuracy
• Supported other teams in their work during contingency(Maersk Cyber attack) and was awarded for excellence during the crisis
• Received Star award & Going Extra Mile Award for the exemplary results in SLA Reduction and Fill the ship project.