Order Management Executive
Karcher Middle East
Total years of experience :19 years, 3 Months
Manage the entire 360° logistics cycle, from order receipt to ultimate delivery and feedback. Administer forecasts and maintain stock levels for the retail segment.
Responsible for logistics to Middle East based dealers, retail chains, end-user customers, and export to the MENA and Levant regions.
Extensive experience with free zone regulations and procedures, contract negotiations, bank contracts, letters of credit, shipping documents, material safety regulations, handling dangerous goods, and customs procedures.
Work with internal partners to ensure customer satisfaction through timely order fulfillment, and prompt service requests. Liaise with 3PL providers, forwarders, carriers and banks to assure on-time in-full delivery. Train and mentor new inductees.
Manage the movement of over 5000 SKUs from three warehouses.
Manage 34% of the total business portfolio.
Increased the retail fill rate by 17%.
Reduced order-processing time by 30% and document-processing time by 15%.
Improved warehouse workflow by 20% and reduced errors by 10%.
Revised supply chain operating procedures (retail chains), resulting in 35% increase in sales.
Awarded “10 Million Dirham Supplier of the Year” award for 2016 by ACE Hardware.
Formed a cross-functional think-tank to focus on the revision of sales and distribution strategies in the retail sector.
Process representative in sales & distribution continuous improvement processes.
Process owner for the quotation management process.
Export Sales Coordination (March 2013 to March 2014): Lead the export sales administration team (customer services, inventory planning and management, logistics and sales coordination) for the entire export portfolio - controlling the entire cycle from receipt of order to settlement of payment.
Controlled the order/production cycle. Interfaced with external stakeholders and third parties (buyers, distributors, banks etc.) and internal departments to regulate and improve supply operations. Worked with carriers and forwarders for shipment of products.
• Created a demand-planning model for the distributors to optimize order quantities and maximize target achievement.
o Increased primary sales (Afghanistan and Sri Lanka) by 40%.
o Reduced lost sales by 25% and in-transit damages by 15%.
• Member of the interdepartmental committee focusing on improvement of the organizational value chain.
• Assisted in exploration of new markets and territories.
Imports (July 2012 to March 2013): Managed raw material imports for Atco Laboratories Limited and Mercantile Industries (Pvt.) Ltd. Prepared and administered letters of credit (LC) and bank contracts. Liaised with banks on documentation and payments. Managed cash flow. Prepared and reconciled financial reports. Maintained excellent service to internal and external customers at all times. Maintained KPIs. Managed processing of full set of shipping and billing documents. Processed rebates.
Marketing and Sales Manager for ABB Low Voltage products. Responsible for the industrial sector in the South region of Pakistan. Recruited to establish presence, promote the company and increase the market share; locate and serve new customers, and build and strengthen relationships.
Coordinated with ABB Sales and Service teams to develop customer requirements. Negotiated with customers and consultants, followed-up of quotations and ensured customer satisfaction.
• Secured one of the largest industrial clients - Engro Polymer & Chemicals Limited.
Provided a broad range of business development services, with particular focus on corporate finance. Identified and profiled possible investors and partners; drove agreements to closure after successful negotiations.
• Helped reform existing financial products to increased conformity with client needs.
• Utilizing web-based technologies, streamlined processes and reduced operating costs.
Single point of contact for projects in the earthquake and flood affected areas (cross-functional project under the scope of supply chain). Managed procurement, logistics and construction, and monitored quality of service delivery. Planned and managed the procurement of medicine, specialized and non-specialized equipment, and other materials. Managed indirect procurement.
Administered and negotiated vendor agreements. Processed tenders and evaluated supplier bids. Worked with regional functional procurement managers, suppliers and customers. Liaised with the Ministry of Health on resource mobilization.
• Budgeted, planned and managed over US$ 10 million in procurement and project costs.
• Recommended and implemented improved operational procedures for nationwide logistics and procurement.
• Established a vendor performance-evaluation mechanism.
• Cut delays by augmenting relationships with vendors and contracting partners.
• Improved the quality and construction design of BHUs by successful “no-cost” negotiations.
• Mentored a monitoring team to regulate quality of construction and service delivery.
• Logistics Cluster member for national earthquake and flood relief efforts spearheaded by the Government of Pakistan in collaboration with the United Nations.
Project administration, business and systems analysis, and specifications design. Also responsible for team management and recruitment. Responsible for the complete cycle of customer servicing. Enabled the design and development of web applications via contracted staff in Karachi.
• Enhanced customer satisfaction and loyalty by establishing a round-the-clock troubleshooting service.
• Created a rewards program for a client (Southfloridadines.com) which resulted in a dramatic increase in number of customers as well as employee satisfaction.