Chirag Malik
Supply Chain
Gurgaon,HR
Summary
Strategic Order Management Specialist with over 14 years of experience driving end-to-end order lifecycle management for high-growth organizations. Expert in order entry, inventory control, fulfillment, and cross-functional coordination, leveraging advanced ERP tools to streamline operations and achieve superior accuracy.
Overview
16
16
years of professional experience
Work History
AudioCodes India Pvt Ltd.
05.2022 - Current
- Managed order processing for high-volume customer transactions, consistently maintaining a 99% accuracy rate while meeting daily and monthly targets.
- Coordinated cross-functional order management activities, including order entry, expediting, fulfilment, and shipment to ensure timely delivery.
- Monitored and updated inventory levels to prevent stockouts and minimize excess, improving supply chain efficiency.
- Collaborated with sales, logistics, and warehouse teams to resolve order discrepancies, prioritize urgent orders, and optimize workflow.
- Administered order tracking and maintained order records using CRM and ERP systems for improved data accuracy and visibility.
- Implemented process improvements that reduced order processing time by 20% and enhanced customer satisfaction ratings.
- Successfully managed returns, exchanges, and refunds, maintaining compliance with company policies and regulatory standards.
- Developed and maintained quality control procedures to ensure every order met customer expectations and product standards.
- Supported integration of orders from multiple sales channels and contributed to increased operational efficiency.
Sr. Associate – Order Management
Ciena Communications India Private Limited
02.2016 - 05.2022
- Order Processing & Tracking: Processed over 300 customer orders per month through ERP systems (SAP/Oracle), ensuring accurate order entry, processing, and timely fulfilment.
- Customer Order Coordination: Acted as a key liaison between customers, sales, and logistics teams, ensuring that all orders were delivered as per agreed timelines, reducing lead times by 15%.
- Inventory Management: Coordinated with inventory and warehouse teams to ensure product availability, preventing stockouts and improving order fulfilment accuracy by 20%.
- Order Status Communication: Provided proactive updates to customers regarding order status, shipment tracking, and potential delays, resulting in a 30% increase in customer satisfaction.
- Returns & Exchanges Handling: Managed the return process for customers, ensuring smooth returns and exchanges while maintaining customer satisfaction and minimizing losses.
- Billing & Invoicing: Worked with the finance department to generate accurate invoices, verify payment terms, and resolve billing discrepancies, leading to a 10% reduction in billing errors.
- Order Exception Management: Resolved order discrepancies, such as shipping errors, incorrect products, and customer complaints, ensuring timely resolution and maintaining service level agreements (SLAs).
- Cross-Functional Collaboration: Collaborated with the sales, procurement, and logistics teams to ensure seamless order processing, accurate stock levels, and timely dispatch, reducing delays by 20%.
- Process Optimization: Identified areas for process improvements within the order management workflow, implementing automation tools that reduced manual data entry by 25% and improved efficiency.
- Customer Support & Escalation: Addressed and resolved order-related escalations and customer inquiries, ensuring prompt resolution and a high level of customer retention.
Sr. Purchase Analyst
Tata Consultancy Service
05.2013 - 05.2015
- Procurement Data Analysis: Collected, analysed, and interpreted purchasing data to identify cost-saving opportunities and improve supplier performance, achieving a 10–15% reduction in procurement spend.
- Vendor Evaluation & Management: Conducted regular supplier performance evaluations based on cost, quality, and delivery metrics; collaborated with vendors to negotiate better terms and improve service levels.
- Purchase Order (PO) Management: Created, tracked, and monitored purchase orders in SAP / Oracle / Coupa / Ariba, ensuring on-time order placement and accurate documentation.
- Cost & Spend Analysis: Performed monthly spend analysis across categories to identify trends, price fluctuations, and potential savings opportunities, supporting strategic sourcing initiatives.
- Forecasting & Demand Planning: Assisted in demand forecasting by analyzing historical purchase data and coordinating with planning and inventory teams to ensure optimal stock levels.
- Inventory Optimization: Supported inventory management by tracking stock usage, reorder levels, and supplier lead times, reducing excess inventory by 20%.
- Budgeting & Cost Control: Contributed to annual procurement budgeting and monitored spending against budgets, ensuring alignment with financial targets.
- Supplier Negotiation Support: Provided analytical insights to the procurement team to support supplier negotiations, resulting in improved pricing and contract terms.
Procurement/Logistics coordinator
Capgemini Business Services India Pvt. Ltd.
11.2011 - 04.2013
- Germany (Bruchsal) transition for transforming new processes in the respective department.
- Receiving templates / quotations from customers to gratify their need on goods to be dispatched, taking into consideration 3W’s i.e. When, Where & for Whom.
- Dispensing SO (Sales Order), PO (Purchase Order), Invoices etc in SAP-P20 module for proper flow of shipment to end customers and maintaining a track record of ME&A.
- Negotiation and clarification with the customers to be acquainted with proper ordering so that no frauds and deceptions will take place.
- To have a keen eye on all escalations being raised by respective customers.
- Managing existing vendor and suppliers.
- Preparing RFQ’s and RFP’s.
- Perform other procurement related duties as assigned by the Project Manager and/or Task Manager
- Analysing and sending Shipping Requests to the appropriate freight forwarder for cost effectiveness and smooth logistic handling.
- Worked on several projects, programs, teams on the same time – Coordinated with different departments to carry out operations successfully.
Process Analyst
Aon Hewitt
02.2011 - 09.2011
- Played a pivotal role in absence of TD for the process to streamline critical clients and handling workflows for the team.
- Maintained healthy backup ratio for all processes within given timelines.
- Managed the processing calendar (Daily/Monthly) for the team and handle the training for new hires.
- Successfully delivering towards process at quality level.
- Participating in client calls to identify and minimize issues regarding daily processing work.
- Preparing and reviewing SOPs for the team.
- Leading team huddles to share updates and processing tips within the team.
Deal Adjustment Associate
Fidelity Investments Managers
01.2010 - 12.2010
- Investigating and analysing each transaction and circulating error report on daily basis to avoid recurrence of the errors and duplication of work
- Monitor and report on a daily and monthly basis business statistics report detailing financial impact of deals on P&L of company
- Reviewing all transactions to ensure financial correctness of the deal and maximum advantage to client
- Leading the process for preparation and deciding what final resort needs to be taken on client’s account and accompanying notes/ reports with respect to all audits and ensuring their satisfactory finalization
- Handle critical business communication at all level, due to the criticality of work we do, requires regular communication with the various departments and internal customers.
Education
MBA - Marketing & Finance
Bharati Vidyapeeth University
Pune01.2009
NCFM Financial Market Module - undefined
B.Com (Hons.) - undefined
Maharashi Dayanand University
01.2007
Skills
- Proficient in using order management systems, ERP software (Oracle, Cloud, Sales Force, SAP), and MS Office Suite
- Teamwork and collaboration
- Friendly, positive attitude
- Customer service
- Problem-solving
Declaration
I hereby certify that all the information given above is true, complete and correct to the best of my knowledge
Timeline
AudioCodes India Pvt Ltd.
05.2022 - Current
Sr. Associate – Order Management
Ciena Communications India Private Limited
02.2016 - 05.2022
Sr. Purchase Analyst
Tata Consultancy Service
05.2013 - 05.2015
Procurement/Logistics coordinator
Capgemini Business Services India Pvt. Ltd.
11.2011 - 04.2013
Process Analyst
Aon Hewitt
02.2011 - 09.2011
Deal Adjustment Associate
Fidelity Investments Managers
01.2010 - 12.2010
NCFM Financial Market Module - undefined
B.Com (Hons.) - undefined
Maharashi Dayanand University
MBA - Marketing & Finance
Bharati Vidyapeeth University