Ekramul Hassan
Manager Order Management
Delhi,Delhi
Summary
Dynamic order management professional with proven expertise at BioMerieux India Pvt Ltd, excelling in process optimization and team leadership. Adept at utilizing SAP for data analysis, I drive operational efficiency and enhance customer satisfaction through effective problem resolution and strong communication skills. Committed to achieving and exceeding performance targets.
Overview
17
17
years of professional experience
Work History
Manager Order Management
BIOMERIEUX INDIA PVT LTD
DELHI
08.2012 - Current
- Lead a high-performing order management team, ensuring the timely and accurate entry, processing, and fulfillment of customer orders.
- Collaborate with internal teams (sales, finance, logistics) and external customers to ensure seamless order execution and resolve any issues promptly.
- Develop and implement strategies that motivate team members to achieve and exceed individual and departmental performance targets.
- Utilize SAP to manage and track orders, ensuring compliance with company standards and timely resolution of any discrepancies.
- Identify and implement process improvements that streamline operations and reduce errors, resulting in enhanced efficiency and reduced order cycle times.
- Analyze order trends and performance metrics to drive decisions that enhance customer satisfaction and operational effectiveness.
- Mentor and train team members, fostering a collaborative and high-achieving work environment.
- Ensure timely entry of all reagent orders in SAP within the defined turnaround time (TAT).
- Manage new customer creation and maintain customer data.
- Update pricing agreements with customers for kit supplies.
- Process credit returns, credit memos, and debit memos.
- Release orders after payment details are received, in coordination with the Credit & Collection team.
- Process FOC (Free of Charge) orders for equipment discounts and replacements, subject to approval from the PM or Supply Chain Head.
- Handle FOC orders for marketing purposes, including demos and promotional activities, with approval from the Marketing Head.
- Log unentered orders in the Order Pending Report daily and circulate weekly for follow-up with RAs.
- Distribute daily Open Order reports and ensure the accuracy of orders by running a daily duplicate check report from SAP.
- Process industry orders, ensuring accurate pricing from each customer’s purchase order.
- Manage spare parts orders for FSEs (Field Service Engineers) and customer orders based on their purchase orders.
- Enter return orders for spare parts returned from FSEs.
- Responsible for service invoice billing.
- Verify stock availability to ensure timely order dispatch.
- Monitor credit holds to ensure the timely dispatch of orders.
- Share Order Execution reports with Regional Managers, ASM, Regional Assistants, and warehouse teams.
- Conduct weekly analysis of stock and open order reports, and migrate orders based on stock availability across locations if needed.
- Update control codes to apply the correct GST rate.
- Review consignment stock and initiate regularization or capitalization with approval from the CFO & GM.
- Prepare and present monthly review reports to department heads and team members.
- Coordinate with the warehouse team to ensure seamless order execution.
- Review the monthly billing due list and pending billing for accounting purposes.
- Manage customer portal orders and troubleshoot issues customers may face.
Customer Relationship Executive
Sistema Shyam Teleservices Ltd- MTS
Gurgaon, Haryana
12.2010 - 08.2012
- Handled walk-in customers and store operations, achieving consistent sales targets for MTS products
(handsets, SIMs, data cards). - Delivered data card demos and resolved customer escalations swiftly to ensure high satisfaction.
- Prepared daily sales and inventory reports using Tally; monitored and maintained optimal stock levels to support seamless store operations.
- Responded to customer requests for products, services, and company information.
- Trained new personnel regarding company operations, policies and services.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
Customer Care Executive
Aircel LTD
DELHI
12.2008 - 01.2010
- Aircel group was an Indian mobile network operator headquartered in Chennai, that provides wireless voice, messaging and data services in India. It is a joint venture between Maxis Communications Berhad of Malaysia and Sindya Securities & Investments Private Limited, whose current shareholders are the Reddy family of Apollo Hospitals Group of India, with Maxis Communications holding a majority stake of 74%.[5] Aircel commenced operations in 1999 and today is the leading mobile operator in Tamil Nadu, Assam, North-East India and Chennai.
- Aircel group was an Indian mobile network operator headquartered in Chennai, that provides wireless voice, messaging and data services in India. It is a joint venture between Maxis Communications Berhad of Malaysia and Sindya Securities & Investments Private Limited, whose current shareholders are the Reddy family of Apollo Hospitals Group of India, with Maxis Communications holding a majority stake of 74%.[5] Aircel commenced operations in 1999 and today is the leading mobile operator in Tamil Nadu, Assam, North-East India and Chennai.
Education
Bachelor of Science - Chemistry (Hons)
M U. Bodhgaya Bihar India
GAYA BIHARSkills
- Order management and sales
- SAP proficiency
- Process optimization
- Team leadership
- Customer relationship management
- Data analysis and reporting
- Problem resolution
- Communication and interpersonal skills
Personal Information
- Date of Birth: 24 Jan 1986
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Accomplishments
- Successfully reduced order cycle time through process improvements and team training initiatives.
- Led a team that consistently achieved a customer satisfaction rate of 98%, exceeding company targets.
- Spearheaded the implementation of a new order management software, improving order accuracy and processing speed.
Operational Excellence
- Purpose of the job is to handle customer queries / concerns to ensure customer satisfaction through effective Customer handling and selling of Aircel products /achievement of Timely targets.
- Generating repetitive business through successful client follow-up.
- Preparing Sales report.
- Ensured high Level of Customer Service and Resolving complaints of the client within given TAT (Turnaround time).
- Successful client follow-up.
- Ensured high Level of Customer Service and Resolving complaints of the client within given TAT (Turn Around Time).
Client Management Activities
- Building relationship with clients by delivering timely standard service and providing PR assistance.
- Accurate assessment of client needs to ensure company benefit.
Professional Qualification
Three Months Computer-Office Assistant Course– MS Office, Windows and Internet Ekramul Hassan
Timeline
Manager Order Management
BIOMERIEUX INDIA PVT LTD
08.2012 - Current
Customer Relationship Executive
Sistema Shyam Teleservices Ltd- MTS
12.2010 - 08.2012
Customer Care Executive
Aircel LTD
12.2008 - 01.2010
Bachelor of Science - Chemistry (Hons)
M U. Bodhgaya Bihar India