Customer Operations Analyst
Procter & Gamble
Total years of experience :13 years, 5 Months
In hand experience in synchronizing/managing complete Order cycle on an average 400SKU for 16 P&G brands in AP Region.
Single point of contact for the distributors and educating them about products and new launches and handling distributor queries
Lead Order Forms process and execute distributor stock replenishment work for all market covered by AP-region
Coordinate between the 12 production sites in (USA, China, Spain, United Kingdom, France, Germany, Hungary, Belgium, Egypt, Saudi Arabia, Poland & Thailand) and the 10 customers (in Middle East) from receiving a Purchase order till the goods are delivered to the customer within the lead time.
Liaising with supply & demand planning team to effectively implement phase in / phase out of products (innovations, re-launches & new product launches) and providing data for customer orders trend and market activities for future forecast.
Accountable for Verifying and ensuring the completion of standard requirements of the orders (Sap Material - Description - QTY - Month Shipment - Arrival date).
Instrumental role in ensuring that orders are timely received & placed in SAP system.
Closely monitoring SKU availability, ensuring 0% OOS. Improved availability of SKUs’ from 95% LY to 98.9% CYTD, leading to an improved CFR with our customers.
Adjust order quantity in order meet loading / logistic requirement.
Working closely and supporting other functional department by providing valuable inputs from customer and market end.
Resolving distributor’s queries and ensuring distributors are completely satisfied.
Supporting Sales/ Commercial team by providing important reports on market trend,
Distinctively evaluating orders and prioritizing orders in case of emergency or bottle neck in production.
Involved with 3 PL for timely and error free shipments to customer with necessary legalized documents required
Maintain and carry forward / cancel previous open orders.
Verify and ensure the completion of standard requirements of the orders received from Customers.
To update SAMBC report on daily basis.
Co-ordinates issues related to short/excess/damaged shipments with Logistic/plant team/Customer.
Enhance productivity of order management by identifying simplification ideas and ensure timely implementation with system expert’s support.
Generate ZSKU report and communicate with distributor about order status.
To structure processes aligning with business goals and objectives
Order Management for local and International Markets inclusive orders receipt, acknowledgement, and input in the system.
To prevent availability and late delivery problems takes immediate action when necessary by analyzing trends and data in order to streamline processes
Co-ordinate with shipper, consignee & Transporter for better service.
Co-ordination with different Shipping Lines to obtain the best rates to ensure the best margin for the company.
Container bookings, Freight Negotiations and freight( FOB, CIF, C&F ) - LCL/FCL based contracts completion.
Preparation of Documents: Prepare error free documents to shipper, send scanned documents on time to destination offices for avoiding delay in clearing the shipments.
Sending B/L Details to shipping Lines and Management with the liners for arrival of the shipments and notify the same to the customers prior vessel arrival.
Responsible for customs clearance documents Invoice, COO, B/L etc.
Customer Service: Taking ownership of complaint and queries and proactively following through to resolution.
Maintaining customers focus on all times and answering to customer’s enquiries/ complaints and fulfilling their requirements. Follow up of the shipments with lines, provide feedback to customers and release documents on time to ensure a proper service, which would achieve satisfaction to the customer thereby diverting the future volume to the company.
Ensuring that all customers’ queries are well-investigated and resolved, and escalating queries if appropriate to Manager.
Act as a liaison between clients and operations & other departments to ensure efficient service levels are delivered to the clients.
Recruitment, Performance Appraisal, Attendance Management, Leave Management Payroll Management, Compensation and benefits, Bonus and Gratuity, In and Exit formalities, Induction and Training for New Joiners, ISO and EHS Activities, MIS Report in Excel, Official Letter preparation, Employee grievance, HR Database Management Document Control, Excellent knowledge in ERP (HRM) and MS Office.
8.15 First class with Distinction