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

years of professional experience

Work History

Customer Service Specialist – Business & Corporate / Business Gifting Specialist

Purdys Chocolatier

Vancouver, British Columbia

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

Richmond, British Columbia

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

Vadodara, 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