DEEPAK PANI
Bengaluru
Summary
ERP professional with hands-on experience in implementing, configuring, and maintaining enterprise resource planning systems. Adept at streamlining business processes, troubleshooting system issues, and providing user support to enhance operational efficiency. Skilled in collaborating with cross-functional teams to deliver successful ERP projects.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior ERP Specialist
Epicor Software, Bangalore
05.2020 - Current
- Providing dedicated technical support to U.S.-based distributors using Eclipse ERP (Enterprise Resource Planning), managing daily incidents, service requests, patch deployment, and issue escalations to ensure uninterrupted business operations.
- Delivering end-to-end technical and functional support across various supply chain modules, including Demand Forecasting, Product Costing, Return Inventory Management, Inventory Reporting, Consignment Management, Purchasing, and Planning.
- Strong working knowledge of core ERP data management, including Customer Maintenance, Vendor Maintenance, Branch Maintenance, Ship-To/Bill-To configurations, and Product Master Data.
- Proactively involved in bug identification, testing, and reporting, collaborating with the development team for timely fixes and raising enhancement requests for upcoming Eclipse ERP releases.
- Assisting distributors with Warehouse Management System (WMS) issues including Cycle Counting, Location Adjustments, RF (Radio Frequency) Queries, and Product Location Maintenance, ensuring smooth warehouse operations.
- Supporting customers through seamless transition from legacy RF devices to new WMS app functionalities, ensuring minimal disruption during device upgrades and migrations.
- Known for delivering accurate solutions and feasible workarounds to customers through calls and email-based support, improving first-time resolution rates and overall user experience.
- Actively supporting a 24x7 production environment, providing both on-call and daily operational support, while ensuring system stability and continuous supply chain functionality.
- As a Senior Technical Specialist, responsible for training new hires, conducting internal knowledge-sharing sessions, and driving overall team performance and productivity.
- Collaborating with cross-functional teams (development, infrastructure, QA, and business stakeholders) to resolve critical issues like system downtime, printer failures, and user login problems in a timely manner.
- Passionate about mentoring junior team members, fostering a collaborative team culture, and encouraging professional development through regular training and shadowing.
- Proactively identifying process improvement opportunities, contributing to knowledge base enhancements, and streamlining support workflows for higher efficiency.
- Monitoring key support performance metrics via ServiceNow, including ticket volumes, SLA adherence, resolution times, and Customer Satisfaction Scores (CSAT), and generating reports for internal reviews and continuous improvement.
Customer Service Specialist
TE Connectivity, Bangalore
06.2016 - 05.2020
- Oversaw end-to-end order management within ERP systems for a key business division, ensuring compliance with contractual obligations such as pricing agreements, delivery timelines, shipment terms, and logistics requirements, including ship-to locations and export/import regulations.
- Proactively managed order modifications and cancellations, working closely with supply planners to expedite shipments, adjust delivery schedules, and ensure product availability to maximize customer satisfaction and sales performance.
- Processed Return Material Authorizations (RMAs) for both direct and third-party returns, conducted root cause analysis, and issued accurate credit/debit memos in coordination with sales and finance teams. Communicated credit hold statuses and payment terms to internal stakeholders as needed.
- Handled a wide range of customer service inquiries related to orders, order fulfillment, and purchase orders—resolving issues such as missing or inconsistent data, rejected orders, and backorder adjustments, including rerouting shipments from alternate warehouse locations.
- Efficiently processed order change requests while maintaining full compliance with internal SOPs and service-level agreements (SLAs), ensuring smooth workflows and seamless communication between internal teams and customers.
- Managed order entry and validation tasks with high accuracy, supporting timely order processing and fulfillment, and helping ensure on-time delivery in alignment with customer expectations and business KPIs.
- Key Result Areas:
Education
Post Graduate Diploma in Business Management - Supply Chain Management
NMIMS
Mumbai, India06.2021
Bachelor of Business Management - Marketing Management
Reva Institute of Science And Management, Bangalore University
Bangalore, India06.2016
S.S.C.E/ 12th - Science
Kendriya Vidyalaya, AFS Yelahanka
Bangalore, Karnataka, India05.2013
S.S.E/ 10th -
Kendriya Vidyalaya, AFS Yelahanka
Bangalore, Karnataka, India03.2011
Skills
- SAP Material Management
- SAP Order To Cash
- SAP Return Management
- ECLIPSE ERP
- ECLIPSE Warehousing Management
- ECLIPSE WMS App
- ECLIPSE Return Management
- ECLIPSE Demand Management
- Tools: Eclipse ERP, SAP, SAP MM
- Ticketing Tool: Service Now, SFDC (Classic & Lightening)
- Operational Areas: Demand Planning/Forecasting, Pricing Strategies, Return Management, Warehousing, WMS Implementation, O2C, Order Management, ERP Tech Support, Bug/QA Testing
Accomplishments
- Received Monthly Star Award for 8 times in TE Connectivity.
- Won awards and certificates for excellent work and dedication at Epicor Software.
- Documented and resolved Consignment / Direct Through Stock process which led to effective management of inventory.
- Collaborated with team of QA team in the development of Coupon Functionality.
- Supervised and guided team of new hires with ERP Functionalities.
Certification
- Zendesk Customer Service Professional Certificate.
- Eclipse ERP Technical Support.
PERSONAL DETAILS
Languages Known: English, Hindi, Kannada and Odia.
Timeline
Senior ERP Specialist
Epicor Software, Bangalore
05.2020 - Current
Customer Service Specialist
TE Connectivity, Bangalore
06.2016 - 05.2020
Post Graduate Diploma in Business Management - Supply Chain Management
NMIMS
Bachelor of Business Management - Marketing Management
Reva Institute of Science And Management, Bangalore University
S.S.C.E/ 12th - Science
Kendriya Vidyalaya, AFS Yelahanka
S.S.E/ 10th -
Kendriya Vidyalaya, AFS Yelahanka