Manish Pillai
Manager – 3PL Operations (Client Service & Billing)
Kuwait City
Summary
Accomplished professional with in-depth experience consistently rising through ranks. Well-versed in enhancing customer experience, warehouse operation, personnel management, costing and inventory management. Dedicated to providing optimal customer experience (CX) based on complete understanding of company products and services.
Overview
23
23
years of professional experience
16
16
Certifications
Work History
Manager – Billing & Customer Service
DSV
09.2022 - Current
- Reviewed and coordinated with Operations Supervisors and Client Service teams to ensure 100% on-time order dispatch.
- Resolved warehouse dock management issues by implementing a driver authentication system using Excel and Visual Basic.
- Introduced a token-based system for driver management, ensuring seamless and timely deliveries at designated docks for the 3PL facilities in main warehouses.
- Managed complaint tracking and reporting, ensuring timely resolution and compliance with contractual terms and conditions.
- Reviewed Corrective and Preventive Actions (CAPA) and provided recommendations to align with agreed contractual obligations.
- Conducted claim settlement reviews by analyzing terms and conditions outlined in contracts to ensure fair and accurate resolution.
- Implemented RF-directed cluster picking in a 3PL warehouse, successfully replacing paper-based picking processes and improving efficiency.
- Conducted 200+ costings for 3PL and 4PL customers over the years, including recent projects in 2025 for clients such as Al-Babtain, Arla Foods, BAT(British Americal Tobacco), Brands For Less, Dior, Dip&Dip, Google, KGOC, KOC Hospital, Ooredoo, Red Tag, and Tim Hortons.
- Conducted monthly billing analysis for 250+ customers and Identify billing differences /allocation difference and report it timely to finance department.
Assistant Manager
Agility
04.2018 - 08.2022
- Assistant Warehouse Manager with 18+ years of experience in various disciplines but not limited to warehouse operation, inventory management and customer service.
- Managing team of 90 staff, 32K facilities having 46,000 Pallet positions spread across various sites in Kuwait with monthly throughput of 21,000 m'3 and 55,000 lines.
- Well versed in managing 3PL/4PL logistics and warehouse operation, capable of setting up warehouse function from scratch as well as re-vamping existing running operations to ensure maximum efficiency, productivity, and profitability.
- Skilled in the application of Exceed 4000, INFOR Warehouse Management System & O'Neil Record Management Solution.
- Holding responsibility of 4 different verticals like Pharmaceutical & Health Care, FMCG, Retail Logistics & Record Management.
- Review contracts and SLA's of Key Customers and suggest price of identified new scope of services where service level exceeds under review period or cannot cope with requirements.
- Set management objectives and ensure management plan is reviewed periodically in compliance to per 3 pillar ISO standards (QEHS) of company.
- Face periodic Internal and External audits.
- Expertise in planning warehouse task and coordinating with distribution facilities, with good analytical capabilities.
- Responsible for department budget, P&L, Costing & Pricing study of new 3PL opportunities and department KPI's.
- Excellent leadership skill and ability to build together talented and efficient team.
Senior Customer Service Supervisor
Agility
01.2012 - 05.2018
- Proven abilities of fostering excellent customer relations with high level of satisfaction and tactful resolution of customer grievance in warehouse consist of 170+ Customers.
- Training Needs Identification of 18 Client Service Representatives by internal/on-job training.
- Support Costing & Pricing for new 3PL opportunities; Storage, Inventory Management, Handling and Value Added Services.
- Track and rectify revenue leaks before billing customers to minimize debit note that accounts to below1% of total revenue.
- Recover revenue for services provided but not billed that accounts to below 1% of total revenue.
- Responsible for meeting KPI as set forth in contract / SLA but not limited to Receiving Confirmation Report to reach customer within agreed time frame of 24 hrs - 36 hrs.
- Shipment Order processing for in-house collection with lead time of less than 12 hours, Inventory accuracy to maintain 99.99%.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Established and updated work schedules to account for changing staff levels and expected workloads.
Customer Service Representative
Agility
01.2007 - 04.2012
- Handled 30+ customers Arabian Beverages Company (ABC), Al-Mojil (Abbott), IKEA, KDD, Gulf Coffee, Green Beans Coffee, Nasser Al-Sayer, Al-Bisher (Henkel), Sony, Electorsan, Safwan Trading Co, Abyat Furniture and Al-Shaya Fast food chain of business.
- Set up Record Management Solutions (RMS) in Agility for first time and managed over 10+ customers for both Government and Private customers.
Warehouseman
Agility (PWC)
01.2003 - 04.2007
- Receiving and put way, picking, Q.C and delivery.
- Achieved 300+ lines picked at peak time for various Cooperative stores.
- Skilled in driving MHEs like VNA trucks C-15, Order Pick man-up, Pallet Truck (LT), CBE, CBD.
- Managed 4PL project as warehouseman for KAFCO (Kuwait Aviation Fueling Co.) 2004.
- Migrated stock from storage containers to a 250 Sq. store within given time line of 65 days.
- Set up Maximo WMS for spare part inventories consisting 10,000 SKUs.
- Managed inventories in Cardex System, Oracle as well as MAXIMO warehouse management system.
- Attained inventory accuracy of 99.99%.
Education
Microsoft Certified System Administrator -
Karox Technologies
01.2003
Post Graduate Diploma - Computer Applications
MC University
04.2001
Diploma - Computer Hardware
ACE Computers
01.2001
Graduate - Economics
University of Calicut
04.2000
Skills
- Warehousing functions
- Stock management
- Retail materials management
- Stocking and replenishing
- Order fulfillment
Certification
Understanding Customer Service, 01/2007, Kuwait
Performance Indicators
Maintained EBIT margins of over 25% in a 20,000 square meter 3PL facility that served 150+ customers., 83% max without major incident and zero accidents creating bulk locations for palletized cargo storage thereby increasing revenue by 6%., Optimum level @ 1.7 CBM (152 cases) handled by reducing overtime hours, loss of operations hours due to incident/accidents and reducing time consumed in tracking and tracing errors., Reduced below 2/quarter and absolutely prevented the loss of compensatory budget in full., Achieved 99.999% accuracy with historical records which has benefited company to retain customer and reduce churn ratio and increase number of customers by 15% annually., Annual Average – Achieved 0.000121%. Which is below the agreed min SLA accuracy commitment., Always above 45 staffs/quarter., Always below 2/quarter, by implementing dead-end sensors on VNA trucks, installing air-horns on man-up machines and continuous tool box meetings and safety trainings., 100% Reuse or Recycled. Saving $3.5k quarterly as part of recycling program.
Initiative
Personal Finance Advisor, Having financial goals without a well-planned process is the same as knowing the destination but without a roadmap. I do best in my capacity to understand the financial goals and set plan based on technical analysis acceptable to commonsense.
Skills
Excellent, Excellent, Excellent, Excellent, Excellent, Excellent, Excellent, Excellent, Excellent
Timeline
Manager – Billing & Customer Service
DSV
09.2022 - Current
Assistant Manager
Agility
04.2018 - 08.2022
Senior Customer Service Supervisor
Agility
01.2012 - 05.2018
Customer Service Representative
Agility
01.2007 - 04.2012
Warehouseman
Agility (PWC)
01.2003 - 04.2007
Post Graduate Diploma - Computer Applications
MC University
Diploma - Computer Hardware
ACE Computers
Graduate - Economics
University of Calicut
Microsoft Certified System Administrator -
Karox Technologies
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