Anuja Raj
Senior Order Management Specialist
Bangalore
Summary
Detail-oriented Senior Order Management specialist with 6+ years of order management experience from order placement through final customer payment along with some expertise in Supply Chain and Logistics expertise looking to take the next role of a Team Leader. Excels in high-volume atmospheres requiring multitasking skills and commitment to customer satisfaction. Showcases attention to detail and responds to shifting priorities across broad range of order fulfillment tasks to drive operational efficiencies. Target-driven professional with a proven track record of growing revenue & pro Excellent multitasker with dedication to increasing company sales and maintaining accuracy through long hours of meticulous work. Client-focused with training in various processes. Trained in all client software portals with knowledge of data verification techniques and salesmanship strategies. Skilled at maintaining long-term relationships with clients and increasing profits. Proven success in leadership, operational excellence and organizational development with keen understanding of elements of business. Recognized for inspiring management team members to excel and encouraging creative work environments. Determined and responsible as a team leader ensuring success in boosting efficiency and streamlining procedures for a certain set groups. Focused on smoothly overseeing financial, personnel and operational facets. Effectively balance targets with resources and optimize long-term success.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
2
2
Certifications
1
1
Language
Work History
Order Management Specialist
Thomson Reuters
Bangalore
01.2018 - Current
- Currently handling all the dispute queries which is extremely time-sensitive i.e. response within 24-48 hours for dealing with approximately 20-30 queries in atleast 2 days.
- Have been able to successfully deliver 95% of all the customer inquiries we receive in a day.
- Have been a part of simplification process called as Order Capture which is currently being stabilized and incorporated into the process to reduce atleast 99% of manual errors increasing the quality and deliverables to our customer.
- Processed and submitted 30 orders for TR online services daily and expedited delivery to maintain customer satisfaction
- Perform troubleshoot on all sales orders; assist to identify and execute various enhancement to all management process
- Ensure compliance to all company and business policies and administer all open sales order and ensure appropriate order flow
- Manage communication with all sales department order by processing all customer orders and ensure optimal practices for all processes
- Evaluate all weekly metrics by analyzing all continuous improvement project and prepare reports for all requests
- Monitor and process all returns according to financial requirements and ensure compliance to all SOX reporting requirements
- Conduct weekly meetings with the peers to resolve any issues, creating and managing action items to ensure problem resolution
- Effectively completed complex orders using Salesforce dashboards
- Participate in conference calls with Sales to communicate process and procedure to capture customer needs
- Analyze reports to proactively identify outstanding orders and take action to fulfill
- Partnered successfully with the Sales Support, Sales People, project Management, Order Fulfillment and customers to complete complex orders in a timely manner and to forecast on pricing negotiations with the client
- Coordinating with Finance and Accounting teams on all billing related issues by Root Cause Analysis approach
- Involved in training the peers and making them aware of the importance of the legal products (Law books) by making sure that all the orders are processed with a logical mind-set
- Interfaced with sales, operations and functional groups to facilitate order flow and meet processing metrics
- Liaised with management to resolve complex order issues and problems to maximize customer satisfaction
- Sent emails to communicate order status and informed customers of back-orders or shipping delays
- Provided ideas for automating and simplifying the tasks that need to be completed every month by successfully implementing RPA along with the help of the developers within the organization
- Handled customer credit applications and partnered with Commercial Excellence for approval and account setup.
- Have a certified Lean Six Sigma White Belt Program as a part of Learning Solutions and Knowledge Management.
- Handled customer credit applications and partnered with credit manager for approval and account setup.
- Have the authorization approve credits within a limit of £2.5K.
Thomson Reuters
01.2018 - 01.2019
- For handling critical escalations Successful transition of various process globally
- Rewards and Recognition VWR 2015
- Gold certificate" award in Q1 (Quarter 1) 2015 for contributing high number of quotes and exceeding the target expectations
- Star Performer - Platinum" certification, in Q4 (Quarter 4) of 2015 for supporting role in achieving team's KPI towards green for 2015
- Job well done" certificate for the mid -quarter for achieving 99% of quality
- Documented and resolved any technical issue which led to customer satisfaction and overall company revenue recognition
- Supervised team of 20 staff members
- Used Microsoft Excel to develop inventory tracking spreadsheets
- Resolved product issue through consumer testing
- Collaborated with team of approximately 5-6 in the development of Direct Debit or Modified Payment scheme plan for COVID affected regions to simplify the payment scheme for client without them being able to rely on manual payments.
Senior Associate
VWR International LLC
Coimbatore
04.2014 - 08.2017
- Ensure that bids are constructed in such a way that all deliverable and specifications are clearly defined and fully costed within the bid calculations for all components, systems and functional inputs
- Educated clients on account services and resolved client inquiries regarding statement information and account balances
- Reviews, prepares, & processes incoming informal and formal Requests for Proposal (RFPs); assess requirements and compliance guidelines of Request for Proposals (RFPs)
- Manage internal deadlines to ensure critical RFP deadlines are met and coordinate response material from all pertinent parties and departments (i.e
- Sales, Contracts & Pricing)
- Advising on Customer Service processes by gathering information, research and analysis of data
- Responsible for the quality of all aspects of the bid, including written documentation and Ensuring that bids are submitted on time and are as complete and accurate as possible
- Responsible for handling in-bound sales and customer communication (calls/emails/click to chat) in the processing, expediting, and troubleshooting of customer orders
- Have developed a tool using Microsoft Excel 2016 to meet the agreed Turnaround time in order to ensure customer satisfaction
- 100% audit on quotes and calls that will Target-driven professional with a proven track record of growing revenue & pro
- Assigned tasks, reviewed performance and devised improvement plans or corrections.
Education
Masters of Business Administration (MBA) - Human Resources
Welingkar Institute Of Management
01.2015 - 01.2017
Bachelor’s degree - Microbiology
Nehru Arts and Science College, Holy Grace Academy
01.2011 - 01.2014
CBSE COMPLETED - undefined
06.2008 - 01.2011
High School Diploma - undefined
International Indian School
Skills
Excellentundefined
Certification
Project Management Professional (PMP)
Affiliations
- Toastmasters
Timeline
Order Management Specialist
Thomson Reuters
01.2018 - Current
Thomson Reuters
01.2018 - 01.2019
Masters of Business Administration (MBA) - Human Resources
Welingkar Institute Of Management
01.2015 - 01.2017
Senior Associate
VWR International LLC
04.2014 - 08.2017
Bachelor’s degree - Microbiology
Nehru Arts and Science College, Holy Grace Academy
01.2011 - 01.2014
CBSE COMPLETED - undefined
06.2008 - 01.2011
High School Diploma - undefined
International Indian School
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