Raja Ramchandran
Dubai, UAE
Mob: +971 50 4626590  Tel: +971 4 2809612  Email: rramchandran18@gmail.com
+24 years in positions relating to KEY ACCOUNT MANAGEMENT | OPERATIONS | LOGISTICS | CUSTOMER
SERVICE / SUPPORT | BUSINESS DEVELOPMENT | TEAM MANAGEMENT
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Team Leader - Customer Service: GEODIS WILSON - Dubai, UAE (June 2014 – to date)
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Key Account Manager: DANZAS AEI Emirates – Dubai, UAE (Apr 1998 – Jan 2014)
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Key Account Manager: DHL GLOBAL FORWARDING – India (May 1997 – Apr 1998)
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Objective: Seeking to steer Logistics / Freight Forwarding Operations, focusing on Key Account Management.
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Core Excellence in: Relationship Management, Revenue Generation & Profitability, Projects, Customer Satisfaction,
understanding Client’ requirements & providing effective Solutions, Service Delivery, Streaming Work Flow, Compliance
to Procedures & Guidelines, improving Operational Efficiency, Resource Utilization, Communication, Liaisoning,
Interpersonal and Manpower Development Skills, Pricing/Rate negotiations with carriers/own network.
Core Competencies
Strategic Planning:
Planning & controlling the entire Customer Service & Support including formulating Service standards and
ensuring compliance / adherence to the specified guidelines / procedures.
Handling Customer Grievances, resolving queries / escalated cases and preparing reports & providing adequate
solutions in consultation with all inter – department management heads.
Customer Service / Support:
Steering & guiding the service/maintenance function & coordinating with the customer service team including
Tracking daily complaints, acquiring proper manpower / route planning to improve Service Delivery.
Identifying areas of improvement and suggesting Process modifications for enhancing Operational efficiencies
and analyzing faults & taking preventive measures.
Customer Relationship Management:
Relationship Management, strengthening relationships with prospective Clients & maintaining relationships with
existing Customers ensuring generation of Repeat / Future Business.
Providing instant service to clients, supported with requisite Solutions to customer and resolving critical queries
/ grievances ensuring Customer Satisfaction.
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Sales & Marketing:
Identifying and executing local level publicity campaign in order to increase market awareness and visibility of
new technological changes in terms of products and services.
Developing new streams of businesses for long term revenue growth and strive to maintain all existing accounts
and work towards converting ongoing business to long term contracts.
Conducting competitor analysis by keeping abreast of market trends to maintain one up position in market share.
Utilizing public information and personal network to keep abreast of market changes and dynamics.
Team Management / Manpower Development:
Job Allocation according to manpower capabilities, Resource Utilization & conducting Training for improvement
of individual enhancement and motivating / mentoring the team for effective service deliverables.
Commercial Operations / Logistics:
Active and efficient linkage with Global Network of offices on day to day basis on commercials and other
logistics related issues for local / origin / destination requirements.
Liaise with Transporters, C&F Agents, etc. for smooth & cost-effective movement of consignment within specified
time and also responsible for streamlining operations & timely delivery of stocks.
Import Operations Management including Documentation & interacting with various regulatory authorities.
Involved in Commercial/Rate Negotiations & Contract Closures with vendors, transporters, own network and
other external agencies.
Career History
GEODIS WILSON - Dubai, UAE
(June 2014 – to date) Team Leader - Customer Service
Job Profile:
Handle inquiries and attend to customer complaint/service issues
Coach/transform a team of customer service staff into an aggressive-cohesive unit with single minded focus on
achieving customer satisfaction,
Commercial support to Sales team procuring competitive rates from GW network
Develop and implement customer service process to measure customer satisfaction in conjunction with other
departments to enhance service
Visit customers to establish/enhance / retain relationship with customers
Participate in tenders along-with product heads providing support to Sales team
Drive use of CRM tool amongst customer service staff
DANZAS AEI Emirates – Dubai, UAE
(Apr 1998 – Jan 2014)
Career Progression
Key Account Manager – Logistics & Freight Forwarding (Jul 2007 onwards)
Customer Service Supervisor (Key Accounts) (Apr 2005 – Jul 2007)
Key Account Handler (Implant) - 3M (Oct 2001 – Apr 2005)
Customer Service Supervisor (Apr 1998 – Oct 2001)
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Job Profile:
Steered various Customer Service & Operations Process (Air & Ocean)
Overseeing (along-with a team of two) entire traffic from various parts of the world into entire Middle-East,
North Africa/Sub-Saharan Africa, for global account 3M
Other clients handled: ACER, INTEL, EMIRATES AIRLINES, ALSHAYA (RETAIL - FASHION), TYCO
ELECTRONICS, AL TAYER, NOKIA MARKETS etc.
Achievements:
Efficiently generated additional revenue, received Appreciations from Senior Management & Client for
exemplary performance and Key Account Channel Management.
Instrumental in interaction & coordination amongst various departments, acting as the facilitator between team
members & Clients.
Ensuring Customer Satisfaction through identifying / understanding requirements and providing effective &
timely Customer Service Delivery.
Won special recognition from Client for providing innovative Solutions, moving Freight at very minimal costs,
enhancing the Client’ trust thereby ensuring future Business Generation & Business Development.
Provide Cost analysis and suggesting cost-saving solutions to the Customer.
Adept in carrying out activities in compliance to specified KPIs and resolving issues on deviations and
implementing necessary preventive measures.
Effective February/2013 took up new function overseeing NOKIA MARKETS traffic, from
INDIA/EUROPE/FAR EAST to regions MENA and SUB-SAHARAN AFRICA. Task involves working together
with Origins (participate in capacity planning basis forecasts received from NOKIA factories, monitoring transit
times / Airline performance, addressing operational/service issues, implementing SOP/solutions etc.).
DHL GLOBAL FORWARDING – India (formerly Lemuir Air Express or DHL Danzas Air & Ocean)
Key Account Manager (May 1997 – Apr 1998)
Achievements:
Strategized Cost effective operations (Airfreight & Oceanfreight) and enhanced client base through effective
coordination with various GM-Delphi Automotive and Danzas units Worldwide.
Efficiently strengthened & maintained relationships and generated additional revenue by acquiring business
from the prospective Clients & existing Customers.
Instrumental in suggesting innovative Solutions to the Client for moving Freight in most cost-effective manner.
Clients:
General Motors, Delphi Automotive Systems (largest client of the company in North India)
Others
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Schenker International – India : Assistant Sales Manager (Nov 1996 – Apr 1997)
Achievements:
Efficiently identified potential markets and expanded business operations ensuring Revenue Growth.
Ensuring Customer Satisfaction through effective Service Delivery ensuring Future / Repeat Business through
maintaining & strengthening relationship with the existing Customers.
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DHL Worldwide Express – India : Freight Manager (Nov 1995 – Oct 1996)
Achievements:
Recognized for developing the Freight business and augmenting Company Profitability from existing freight
business and ensuring effective service to clients including credit control activities.
Developed new biz using existing Clients as key referrals.
Played a vital role in the implementation of various innovative Promotional Campaigns & Events and generating
Freight Business / Company Awareness.
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INTERCOL – Bahrain (Sep 1990 – Oct 1995) : Senior Operations & Marketing Assistant (Sep 1990 – Oct 1995)
Achievements:
Core member in the implementation of Operational / Documentation systems and procedures.
Instrumental in providing efficient Customer Service ensuring Customer Satisfaction through effective interdepartmental coordination & coordination with company’s own network/associate offices.
Education
B.Com, from University in India (1987)
Professional Development
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Creative Thinking and Innovative Problem Solving (2009)
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Training on Warehouse Systems & Management, Danzas AEI Emirates (2006)
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Training on Systematic Sales Approach, DHL Express (1997)
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Completed E-Learning courses (DHL Internal Program) on 3 modules – Anti Corruption, Code of Conduct, Competition
Compliance
Personal Information
Date of Birth: 18th April 1966
 Languages: English and Other Regional Indian languages
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