Asst. Product Manager
Sands International
Total years of experience :11 years, 5 Months
Perform as reference points for all requests related to products and collaborate with other staff in addressing any
matter arising.
➢ Vendor reporting on sales and inventory.
➢ Keep a track of vendor claims and receivables based on special price approvals and all program offers received
from vendor.
➢ Maintain cost sheet as per the programs received based on partner and region.
➢ Generating pricelist ensuring company margin along with coverage of backend and frontend support to partners.
➢ Preparation of product forecasts and regular supervision of level of inventory at warehouses.
➢ Place procurement order based on business forecast and B2B orders.
➢ Allocating stock across locations as per requirement and sell out forecast.
➢ Keep a track of inventory/current stock.
➢ Driving sales team to target, updating them with current promo/deal.
➢ Assist in verification of the GMR sheet actuals and monthly expense.
➢ To ensure Sales as per the targets given.
➢ To ensure Timely Collections.
➢ To ensure Channel Breadth Targets are met.
➢ Keeping strong control on DSO
➢ Maintaining and developing relationships with existing customers via meetings, telephone calls and emails.
➢ Acting as a contact between a company and its existing and potential markets.
➢ Negotiating variations in price, delivery and specifications with managers.
➢ Gaining a clear understanding of customers' businesses and requirements.
➢ Making accurate, rapid cost calculations, and providing customers with quotations.
➢ To liaison with CRM team to ensure order processing TAT is maintained.
➢ Communicate with vendor on SPA (special price) approvals
➢ Margin calculation/approval based on SPA confirmed value and date
➢ Track all program offers received from vendor.
➢ Maintain cost sheet as per the programs received based on partner and region.
➢ Place procurement order based on business forecast and B2B orders.
➢ Keep a track of vendor backlog and resolve the pull-in/push-out based on planned DIO (inventory out).
➢ Assist in verification of the PGGM sheet actuals and monthly expense.
➢ Allocating stock to specific locations as per requirement and sell out forecast.
➢ Keep a track of inventory/current stock.
➢ Send daily inventory report to sales team.
Sales for Avaya IP Office.
➢ Design of an appropriate IP Office solution as per customer's requirements and quoting the same.
➢ Sales for Avaya support renewals. Includes quoting to partner, obtaining purchase order and processing the order.
➢ Coordinating with Vendors for Video products based on partner confirmation and stock requirement.
\[Vendors include - Avaya UK, LG, Specktron, ClearOne, Infocus\]
➢ Updating partners on the prices, availability and discount on confirmation from Vendor.
➢ Managing operational front for sales orders which includes acquiring purchase order, product procurement, delivery
to partners and payment collection.
➢ Generating and providing Licenses from Vendor (Avaya) website upon customer request.
➢ Updating license certificate files and managing customer database for Avaya licensing services.
➢ Addressing leads from vendors and following up with partners.
➢ Updating and managing sales force link salesforce.com, with company details.
➢ Attending partner grievance and escalating to concerned division/team.
➢ Coordinating training and sales event with vendors and business partners.
➢ Responsible for overall product Lifecycle Management for IPG (Printers) consumer in EMEA (Europe, Middle East, Africa).
➢ Focal Point for other Business Group with respect to NPI readiness
➢ Responsible for verifying Data Sheet/ Product Plans/ Support Strategy
➢ Responsible for Overall Readiness execution of product Lifecycle (NPI, CP, EOS)
➢ Report and Analyze, communicate Product Line performance results.
➢ Implement/coordinate World wide support needs/objectives at regional level (e.g. Product Naming Strategy…etc.)
➢ Coordinating NPI Trainings including units (Regional) Requirement, Technical and non-Technical Raw training material review.
➢ Manage reference data in relevant systems (Sierra, SWOP, PMaster) and maintenance of accurate data in PLCM, Progress tracking and coordination.
➢ Handle all operational parts requests from EMEA CSO teams
➢ Represent EMEA in global discussions and decisions regarding support readiness processes, tasks and tools.
Accountable for Call Calibration, Audits, Monitoring, mentoring & feedbacks.
➢ Drive weekly calls with aligned process quality counter parts.
➢ Analysis of 1st level data RCA findings and assist implementation of short term and long term improvement.
➢ Work in tandem with regional quality team to calibrate quality within acceptable variation limit.
➢ Listening to a sample of calls and ensure quality, customer service, and adherence to the policies and procedures
of the organization.
➢ Active interactions with the Operations - Needs to work with the Managers, ASGs & agents while providing
feedback. Includes walking the floor & providing support to the agents.
➢ Create Action Plans that will lead to overall improvement in performance of the team - Needs to create trends to
show the impact of the Plan.
➢ Be instrumental in identifying Training needs & provide appropriate support - Need to flag issues for training while
performing your daily role
➢ Play a crucial role in the new hire Certification program - You will need to conduct Mock calls and sign off on
whether the agents are good to service customers
➢ Analysis of Data for respective Teams, identify issues/ best practices. Translate Best practices and fix issues.
Responsible for providing support to all Level 1 and Level 2 engineers for Technical and Process issues on an
enterprise level.
➢ Identify and research potential Top Call Generators and providing documentation for the same.
➢ Handle technical and customer escalations from Other Partner Locations
➢ Case Audits and/or survey audits to drive improvements.
➢ Suggest improvements and upgrades to hardware and software.
➢ Attending Con Calls, bringing forward current issues. An interface between be the Level 1 TSS and the category
team.
➢ Auditing and analyzing service orders created by partners and provide feedback as and when necessary.
➢ Analyze surveys received across all partners and identify areas of improvement.
➢ Perform random audits on cases closed by different partners and provide relevant feedback.
Onsite Assignments: Teletech Cebu -Philippines (November- December 2009)
➢ Primarily focus on their customer metrics like CSAT, FCR, and TPR.
➢ Providing floor Support for voice support.
➢ Refresher training for the existing team on process, product & Technical.
➢ Identifying the areas of Process Improvement.
Engage with customers, understand printer related issues they face, troubleshoot/offer solutions.
➢ Regular feedback sessions to improve our services and maintain customer satisfaction levels.
Electronics, Physics and Mathematics
subjects- physics, mathematics, chemistry, biology. languages- English, Hindi.