Md. Salah Uddin

Experience

• 

  Khalil & Sons Limited

  Jul 1991 - Jun 1995

  • Senior Officer, Marketing and Business Development

    Jan 1994 - Jun 1995

  • Executive Officer, Import (Seafreight)

    Jan 1993 - Dec 1993

  • Probationary Officer (Management Trainee)

    Jul 1991 - Dec 1992
• 

  Bentrans (PVT) Limited

  Jul 1995 - Jun 2010

  • General Manager

    Jan 2008 - Jun 2010

  • Deputy General Manager, Marketing & Business Development

    Jan 2007 - Dec 2007

  • Assistant General Manager, Sales & Marketing (Seafreight & Airfreight)

    Jan 2003 - Dec 2006

  • Senior Manager, Business Development and Customer Services

    Jan 2000 - Dec 2002

  • Manager, Customer Service and Documentation (Seafreight)

    Jul 1997 - Dec 1999

  • Assistant Manager, Export Operation and Logistics (Seafreight & Airfreight)

    Jul 1995 - Jun 1997
• 

  NSS Global Pioneer

  Jul 2010 - Mar 2011

  Chief Operating Officer
• 

  SHARP CARGO LOGISTICS LTD.

  Apr 2011 - Aug 2011

  General Manager and Head of Sea-freight
• 

  APL

  Aug 2011 - Sept 2020

  • Worked as the Head of Customer Service & Documentation and efficiently managed both import and export arenas with claim & legal issues.• Took various trainings from home and abroad on the LARA system for operating the new processes in APL that inline to CMA CGM Group’s structure & method. Afterwards trained all the team members of Customer Care Department to know the entire working process in LARA to coup-up the new system.• Successfully implemented the new system “LARA” in APL at Bangladesh from OCT’2017 in the entire working areas likewise Cargo Booking, Vessel and Journey Leg update, Shipping Advice, VGM, SI, BL draft, Invoicing, BL Process, BL Amendment, EGM, Telex Release, IGM, Arrival Notice, D/O, E-Commerce issues, etc.• Educated the customers at Home and Abroad about the new online & web process of APL that shifted from the old online process (CCMS) to the new online process (LARA).• After onboarded to CMA CGM’s process and platform, revisited the entire processes to coup up and accelerate the new process in APL to the excellence.• Motivated and boosted the entire APL teams under Customer Care (CS, DOC & Counters) at Dhaka, Chittagong and Mongla to adapt with the values, manner, strategies, compliance, etc. of the new Employer “CMA CGM Group” to ensure the best speed, spirit & services delivery.• Kept going the business development and revenue increase for both Export and Import Shipments. Enhanced the local revenues and played key role for the incremental volume. • Built-up the team with individual excellent capacity of all the team members in all locations of Bangladesh that have created a conquest business atmosphere with highest customer satisfactions.• Created the effective team bonding amongst the team members with positive thinking, optimistic approaches & problem-solving ability.• Aligned with the local rules and company’s POM/compliance by managing and convincing customers to be concurrent with the required processes and rules. Show less • Successfully developed E-Commerce issues to 100% facilitate Customer Booking, VGM, Shipping Instruction (SI), Amendment requests, etc. through online/EDI. Customers got the opportunity to collect all required information through the website.• Assisted Corporate Teams and GSSC in improving the KPI and extended full support to all development projects.• Encouraged talent development and inspired the talents to bring them to the front line leading for the betterment of the organization with a knowledgeable effective team.• Operated management-related issues and involved with business development, revenue enhancement, process improvement, etc.• Handled the assignments from the Managing Director and Corporate Management effectively.• Shared ideas with Corporate Management for business and revenue enhancement.• Met all the KPIs and exceeded that ranked Bangladesh at the top in the Global Dashboard for Customer Service and Documentation.• Managed problem-solving issues in time-efficient manner and ensured solutions to any difficult and irrational issues within 24 hours.• Built a special team with sharp and technical knowledge to support the team members and customers in any adverse situation.• Developed each and every team member of Export and Import with proper counseling, training, knowledge testing, and problem-solving cases and made the whole team interactive and proactive.• Played a key role in smooth connections to the vessels from the load port, and transshipment port and met customer's target in 95% of cases.• Managed all claims and legal issues in 100% to the favor of the organization by producing the proper evidence and documents. Logically refused all claims without requiring claim settlement.• Continued affirmative actions and efforts for service standards and time-efficient delivery towards excellence. Show less · Handled the Customer Service and Documentation-related activities as the Bangladesh Head in all the locations (Dhaka, Chattogram & Mongla).· Overseen the activities for both outbound & inbound shipments and followed necessary execution on the required processes including laws & compliance.· Delegated the responsibilities to the supervisor, team leads and individuals in Export and Import teams to handle the issues with full monitoring and responsibilities.· Worked closely with Sales & Operations to ensure the value-added services delivery to customers to create the scope of new business opportunities.· Developed a comprehensive working method with GSSC, Malaysia for BL processing & BL completion within 6 Hrs SLA upon SI received, enabling shippers to release OBL same day.· Composed market information and improved the level of services, safeguarding the internal process development and service excellence.· Coordinated with Customers to solve problems and earned customer satisfaction in the highest percentage (80% above).· Assisted in achieving the country target and accepting new targets to ensure the business growth for the organization for both Export & Import shipments.· Played a key role in local charges & revenue enhancement. Effectively worked for cost savings, equipment utilization and feeder vessels’ maximum space utilization.· Played a significant role for mother vessels required allocation and space utilization about 100% cases for USA/Canada and above 95% cases for Europe & other trade areas.· Developed a strong team to face all issues and to ensure excellent service delivery to the Customers in time efficient manner.· Managed to exceed the country KPI target with good ranking for Bangladesh within APL’s offices in the globe.· Managed the claims and legal issues with 100% protection of the organization and without any compensation.· Educated the team members to a uniformity to manage customers and to ensure services in time efficient manner. Show less

  • Customer Care Manager

    Oct 2017 - Sept 2020

  • Director, Customer Service & Documentation

    Oct 2012 - Sept 2017

  • Manager, Customer Service & Documentation

    Aug 2011 - Sept 2012
• 

  CMA CGM

  Oct 2020 - now

  Senior Manager, Customer Care

  • Drive Customer Care Department improvements in process optimization, revenue growth, claims defense, quality service, dispute resolution, and digitalization.• Oversee service delivery in Dhaka, Chattogram, and Mongla, including Counter Services for D/O, B/L release, and associated documentation procedures.• Collaborate with concerned teams to address local customs manifest filing issues (Import & Export) and overseas manifest (AMS/ACI/ENS) filing issues of export shipments, enabling timely submission and completion. • Standardize and empower teams for efficient customer handling and issue resolution, fostering business growth.• Invest significant efforts for enhancing the performance of the GBS Team in India, driving a shift towards excellence services and solutions for SI process, BL completion, Amendment and allied documentation services.• Provide guidance to customers on transitioning and leveraging digital solutions to meet their business requirements.• Effectively manage and resolve complex issues by coordinating with relevant stakeholders, ensuring compliance and deadlines.• Support all organizational units in addressing business and compliance challenges while adhering to company policies and local regulations.• Adapt global best practices to the specific context of Bangladesh, facilitating seamless operations through process improvement, legal compliance, and risk management.• Ensure adherence to shipping requirements by following established processes and regulations at both load and delivery ports.• Skilfully handle challenging issues and disputes through continuous follow-up and effective communication with stakeholders, consistently achieving resolutions.• Effectively managed all claims and legal matters in favor of the organization by providing substantial evidence and documentation, and strategically rejecting unjustified claims.• Provide guidance to the management team, contributing to effective problem-solving and crisis management. Show less