Kajol Jotwani
Jersey City
Summary
MBA graduate from NYIT, Vancouver with a solid background in business gifting and customer service in the chocolate industry. Proven expertise in order processing, customer support, and operational efficiency. 5 years of experience in sales and business development, including quotation management, cold calling, order fulfillment, payment processing, and pre/post-sales support. Proficient in supply chain management and dedicated to delivering outstanding customer service.
Overview
3
3
years of professional experience
Work History
Customer Service Specialist – Business & Corporate / Business Gifting Specialist
Purdys Chocolatier
10.2022 - 08.2024
- Responded to100+ corporate business gifting orders annually, including multiship orders during festive seasons and year-round office events, ensuring timely and accurate fulfillment
- Communicated with customers via email, phone, and chat to process300+ orders, handle inquiries, assist with account setup and reactivation, and troubleshoot issues
- Assisted 50+ corporate clients and key accounts with understanding and utilizing Fundraising and Group Savings Programs running throughout the year and seasonally for various organizations
- Prepared invoices, followed up on payments, and worked with the finance team for reconciliation and account balance management
- Coordinated with the order fulfillment team to ensure 99% of orders shipped out according to desired delivery schedules, providing necessary resources for both new and returned parcels
- Assisted the Sales Manager in preparing monthly/quarterly sales reports, helping to calculate profits and identify areas for business growth
Supply Chain Coordinator
CDS Group of Companies
06.2021 - 01.2022
- Processed and input500+ customer orders monthly in WMS and TMS, ensuring99% inventory accuracy and maintaining supply chain efficiency
- Managed working relationships with warehouse/logistics partners across Canada for the3PL division and internationally for the4PL division, ensuring smooth coordination
- Handled transportation logistics with precision, negotiating contracts with5+ logistics vendors, resulting in a15% reduction in transportation costs for the company
- Created and analyzed weekly/monthly inventory reports by manipulating and analyzing data from WMS and TMS systems, ensuring accurate stock levels and timely restocking
- Monitored and ensured customer service metrics, including 99% invoice accuracy, 98% order accuracy, and 95% order fulfillment rate for accounts served
- Created and maintained a comprehensive database for 20+ supply sources locally, domestically, and internationally, facilitating special requests such as pallet picking, relabeling, and repackaging services
Business Development Executive
Scan-O-Plan Systems India
04.2017
- Created and managed legal documents for radiotherapy equipment tenders and65 AMC contracts
- Communicated with international vendors to obtain quotes and released20+ purchase orders
- Negotiated with freight forwarders, reducing shipping costs by35%, and ensured on-time delivery for100+ orders
- Coordinated service team for95% on-time installation completion
- Managed sales reports, product datasheets, and invoices, ensuring90% payment follow-up
- Worked with accounts on price adjustments, credits, and returns
- Addressed50+ customer inquiries, resolving issues to maintain98% satisfaction
Education
MBA - Management
New York Institute of Technology
12.2020
BE - Electronics and Communication
Babaria Institute of Technology
05.2016
Skills
- Customer relationship management
- B2B & B2C Sales
- Vendor relationship management
- Call centre experience
- E-commerce platform: Magento, Shopify
- Customer order management
- CRM software: Magento
- MS Office
- Ecommerce platform like Shopify
- Project management tool: Asana
Timeline
Customer Service Specialist – Business & Corporate / Business Gifting Specialist
Purdys Chocolatier
10.2022 - 08.2024
Supply Chain Coordinator
CDS Group of Companies
06.2021 - 01.2022
Business Development Executive
Scan-O-Plan Systems India
04.2017
BE - Electronics and Communication
Babaria Institute of Technology
MBA - Management
New York Institute of Technology
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