Experience

Henkel Adhesives Technologies India Pvt. Ltd

• Chemical Manufacturing
• 500 - 600 Employee

• Customer Service Team Lead

  • Oct 2018 - Present

  • Develop strong relationship with customer and engrain self into total business planning for both customer and Henkel. • Work closely with Henkel Sales team on Promotional programs, Seasonal Displays and supporting evolving seasonality for turn ordering. • Lead the activities of the Customer Service Team to deliver high levels of service to the Customer – including supporting key KPI’s in the areas of On Time Delivery, Fill Rates, In-Stocks, Inventory and Returns. • Manage team of support office agents who does all the SAP system related tasks from Order entry to sales return or passing Credit Note and Debit Note. • Oversee all logistical operations within Henkel Distribution network for efficient ordering and delivery. • Work with Sales and the Supply Chain to identify efficiencies and cost reduction measures from a total cost to serve perspective. • Define, collaborate and implement activities needed to achieve sales plan, while supporting any strategic initiatives of the customer. • Serve as a key liaison between the Logistics Centers, Manufacturing Plants, Demand Planning, the Sales teams, and the Customer. Help develop multi-functional plans that improve customer satisfaction by meeting their requirements effectively. • Analyze and utilize data to make recommendations and report back to Senior Management. • Creating work procedures and processes to support the company and departmental standards, procedures and strategic directives. • Ensuring the quality and timely delivery of customer orders. • Conducting root cause investigations and implement corrective actions for quality issues. • Ensuring that all Transition/Transformation Project Plans are consistent, congruent, and integrate with the overall Project Plan and Transformation plans. • Engage with HR/ Resourcing team for hiring resources as per agreed Job Description and timeline. • Closely and consistently monitoring the transition. Monitor if it is progressing as per the agreed plan. Show less



Tata Consultancy Services

• India
• IT Services and IT Consulting
• 700 & Above Employee

• • Jan 2018 - Sep 2018

  • Area SME and Consultant to Area businesses and cross-functional partners on work process, system, audit and reporting expertise. • Area responding manager for audits on work process issues. • Accountable for reviewing, reporting, and implementing work process and system improvements against OTC Metric Performance and audit findings. • Leverages expertise to provide training and Level 2 support for assigned OTC sub-process. • Partners with other Area SMEs and Team Leaders to drive overall Area CS operational excellence. • Participates in local and global work process, functional and business forums to share and/or solicit best practices for leveraging. • Provides Area input to proposed or needed system configuration changes in order to meet business needs. • Partners with Global and Area Improve and Implementation Project leaders on testing of SAP enhancements and new releases on technology in the SDN and SAP. • Leads the training, mentoring and coaching of the Area Work Process Coaches. • Responsible for Training Facilitation to Area functional/business partners for assigned OTC sub-process including metrics. • Charters, sponsors and sometimes leads area improvement/implementation projects related to specific work process & technology. • Area Work Process Focal Point for implementation of new processes and systems (NEA). • Area Work Process Focal Point for implementation of Mergers, Acquisitions, Divestitures & JVs. • Initiates Management of Change process for any applicable changes made in the internal standard procedures. Show less

• • Jun 2017 - Dec 2017

  • Monitoring and reviewing incoming applications and letters of credit for accuracy.• Corresponding with Finance department, advising banks, CSR’s, and freight forwarders regarding any necessary actions or approvals.• Communicating shipping deadlines or imperative information to Planning department, Shipping department, and supervisor.• Preparing documentation in compliance with letter of credit requirements.• Provide letter of credit process training to employees, and identify and implement process measures and improvements to the letter of credit procedures.• Support customer service activities by maintaining regular contact with field offices and assist customer service representatives as needed.• Follow and improve area processes, including development of KPI’s and other metrics to better understand risk, usage, and performance attributes of LC portfolio. Show less

• • Oct 2013 - May 2017

  • Facilitates the order process by using questions about the most strategic customer's business objectives. Crafts customized solutions for customers to provide Dow with competitive advantage. Drive customer satisfaction improvement via survey and other tools.• Improves business results by effectively measuring and analyzing results shown, using appropriate financial tools. Reviews customer contracts to understand implications to service. Understands financial reporting to interpret customer reports and business results.• Leads/leverages the implementation of new technologies within the order process. Proactive with customers to communicate new products, services and Dow capabilities. • Expert in the work process and systems required for effective order entry and order management. Coaches others on work process and ERP system questions that require a solution.• Order Management for CSR as well as handling the most complex orders and order scenarios for the Strategic Customers. Provides expert advice to the sales organization on customer requirements and Dow capabilities on product availability.• Order Entry for CSR III as well as typically handling all of the order channels including electronic and customer managed order flow.• Procures materials for manufacturing and shipment of the final product. This includes identifying and ordering the proper quantity, negotiating pricing and shipment terms and overseeing the timely delivery of materials needed to fulfill customer orders.• To maintain adequate inventory, scheduling and receiving shipments of raw materials as well as scheduling manufacturing. Show less