Ajay Kumar S H

Order Management & Supply Chain Execution

• Streamlined the Order-to-Cash (OTC) process for EDI and manual accounts, ensuring 100% accuracy in sales order entry and high data integrity within SAP SD.
• Managed end-to-end procurement execution, including PO placement and proactive supplier follow-up to ensure shipment readiness and inventory availability.
• Directed the RMA (Return Merchandise Authorization) process, handling customer claims and quality issues while ensuring adherence to compliance standards.

Strategic Coordination & Demand Planning

• Partnered with Sales and Planning to validate demand forecasts, aligning PO quantities with inventory levels to optimize stock and meet business priorities.
• Orchestrated seamless shipment operations by collaborating with Exim, Logistics, and Finance to expedite customs clearance and resolve AR-related bottlenecks.
• Monitored global shipment tracking and maintained detailed quotations, ensuring meticulous attention to pricing and documentation.

Data Analytics & Performance Improvement

• Generated and analyzed MIS reports (Weekly/Monthly/Quarterly) to track KPIs and SLAs, providing data-driven insights for demand forecasting and management decisions.
• Pioneered Lean initiatives and process audits that streamlined workflows within the global supply chain and spares operations.
• Led the customer service team to improve response times and developed standardized training materials to onboard new representatives.

Strategic Order-to-Cash (OTC) Management

• Mastered High-Complexity Fulfillment: Managed end-to-end processing for Sales Orders, Forecasts, Service Requests, and Credit/Debit cycles using Oracle JD Edwards and SAP, maintaining 100% adherence to strict Turnaround Time (TAT) guidelines.
• Accuracy & Compliance: Ensured data integrity by meticulously verifying pricing, catalog details, and tax documentation, resulting in error-free order entries and successful audit readiness.
• Proactive Backlog Management: Acted as the primary liaison for global customers, providing real-time updates on shipment schedules and managing escalations to ensure a seamless order lifecycle.

Cross-Functional Leadership & Communication

• Stakeholder Synchronization: Orchestrated weekly performance reviews and customer calls to align Sales, Planning, and Logistics teams, facilitating expedited processing and timely shipment of critical orders.
• Customer Advocacy: Served as a dedicated Subject Matter Expert (SME) for customer inquiries and portal support, delivering high-satisfaction scores through proactive "first-call" issue resolution.
• Disruption Mitigation: Identified and resolved process bottlenecks proactively, ensuring full compliance with Standard Operating Procedures (SOPs) and minimizing delivery delays.

Team Excellence & Process Improvement

• Talent Development: Led and mentored the customer service team, creating comprehensive training materials and onboarding programs that accelerated new-hire integration and knowledge retention.
• Continuous Improvement (PPI Mindset): Spearheaded the documentation of order activities and troubleshooting tools, identifying opportunities for workflow streamlining and enhanced service delivery.
• End-to-End Inquiry Resolution: Managed complex RFIs/RFQs and invoicing processes, supporting the sales team in achieving monthly and quarterly revenue targets.

Strategic Order-to-Cash (OTC) Excellence

• Multi-ERP Mastery: Managed end-to-end processing for Sales Orders, Delivery Orders, Returns, and Cancellations in SAP and Oracle JD Edwards, maintaining a 99% accuracy rate while consistently meeting fulfillment timelines.
• Single Point of Contact (SPOC): Served as the primary customer liaison for order status updates and issue resolution, ensuring high service levels and Extraordinary Customer Experience (ECE) throughout the order-to-cash cycle.
• Operational Integrity: Created and verified sales orders, pricing information, and billing documents, prioritizing customer and departmental queries to ensure error-free execution and data integrity.

Cross-Functional Leadership & Workflow Optimization

• Stakeholder Orchestration: Partnered with Sales, Planning, Finance, and Quality teams to proactively address delivery delays, expedite orders, and resolve Accounts Receivable (AR) challenges.
• System & Process Synchronization: Collaborated with Logistics and Finance departments to promptly resolve order blocks, pricing errors, and system discrepancies, driving seamless workflow efficiency.
• Performance Insights: Facilitated team calls and internal reviews, providing process insights to streamline communication and enhance performance metrics across the global supply chain.

Process Improvement & Talent Development

• Continuous Improvement: Identified process gaps and spearheaded data-driven initiatives that successfully reduced order cycle times and minimized operational errors.
• Compliance & Audit Readiness: Conducted regular audits of order records and fulfillment activities, ensuring 100% adherence to quality standards and successful internal/external reviews.
• Mentorship & Onboarding: Supported the integration of new hires through comprehensive process documentation, targeted training, and mentoring to foster a high-performing team environment.