JIGNESH SOLANKI
Mumbai
Summary
Experienced Senior CS Manager with 16 years in the industry, recognized for outstanding performance and service delivery. Skilled in leading teams to achieve high-quality results and improve customer experiences. Strong focus on operational efficiency and strategic problem-solving. Dedicated to fostering a culture of excellence and accountability.
Overview
19
19
years of professional experience
Work History
Senior Manager – SCM Customer Service
Gerresheimer Pharmaceutical Packaging India Pvt. Ltd
08.2025 - Current
- Lead customer service team for export and domestic order fulfilment processes.
- Account for customer service delivery across logistics and freight operations.
- Set booking and shipment tracking controls for on-time, accurate delivery outcomes.
- Align warehousing and transport teams to deliver consistent service.
- Direct customs processes and compliance for all export shipments.
- Manage customer service operations performance against service standards for team members.
- Review customer service performance using on-time delivery, back orders, response times.
- Chaired continuous improvement reviews to enhance operational efficiency across team functions.
- Oversee end-to-end export coordination, logistics banking documents, and compliance.
- Coordinated with plant and sales teams to align monthly production forecasts with customer demand.
- Provide reliable sales reporting to management and finance on monthly deviations.
- Delegate resolution guidance for complex queries to team members.
- Ensure timely processing of month-end exim bills for financial compliance. and complete accounting documentation.
- Coordinate with international suppliers, buyers, shipping agents, and banks through delivery cycles.
Customer Service Manager
Grindwell Norton Ltd.
11.2022 - Current
- Managed end-to-end order handling and customer service for West India.
- Managed end-to-end order process for super finishing sticks items.
- Facilitated customer-critical requests by coordinating extended packing ahead of due dates.
- Updated customer commitments for on-time failures using revised schedules.
- Ensured full visibility of sourcing orders for customers through consistent updates.
- Resolved supply chain and logistics queries for Mumbai and Nagpur plants.
- Improved plant and regional OTIF performance through tighter coordination.
- Coordinated shipping liquidation to maintain dispatch OTIF targets.
- Issued credit and debit notes on customer accounts accurately.
- Partnered with sales team to align commitments with achievable sales.
- Coordinated with scheduler, planners, production, invoicing, material master, logistics.
- Onboarded new team members by training them on order management routines and systems.
- Planned monthly production needs with supply chain team based on sales.
- Received certificate of appreciation for contributions to super finishing stabilisation.
Senior Customer Service Specialist – Supply chain order management
IFF India (Carved out from Dupont India)
04.2019 - 10.2022
- Managed operations for IFF India subsidiary, ensuring efficient supply chain order management
- Processed customer orders, returns, and exchanges with efficiency, enhancing overall satisfaction levels.
- Addressed customer service enquiries quickly and accurately.
Customer Service Representative
Dow Chemical International Pvt. Ltd.
05.2018 - 03.2019
- Facilitated issuance of credit and debit notes for customer accounts, ensuring accurate account management.
- Follow up and assist with payment with customers on their past due invoices
- Manage local stock and sales order management for the Indian market
- Handle Sample order processing from North America for the Pharma India market
- Supported pricing setup in the system for customer accounts, enabling effective pricing strategies.
- Executed order fulfillment process, managing invoicing, shipping documents, and logistics support to ensure timely delivery.
- Communicated availability of material to customers through SAP updating data in a timely manner to reflect planned supply
- Interacting with most sub-functions with regards to Supply chain process like Scheduler and Planner, Invoicing team, Coding team, Material data steward team and Logistics in both import and local order processing to provide best possible service to the customers
- Contributing with the sales team to reach commitment sales and providing proactive sales support
- Served as the focal point for supply chain and logistics inquiries for three key businesses.
- Ensure correct material and vendor master data is maintained in SAP as per standards
- Recognised with Silver Award in Nov 2018 by Dow Chemical management for performance excellence
- Received Certificate of Appreciation for the Outstanding Performance in achieving business goals in 2019 for Dupont Health & Biosciences business.
- Received two Night of the Town awards in 2020 from the Dupont management
- 1st in the month of Sep for Outstanding Contribution in Covid 19 challenging situation which led to smooth business operation
- 2nd in the month of Dec for successful Physical Inventory Count / Audit in our local warehouse
- 2nd in the month of Dec for successful Physical Inventory Count / Audit in our local warehouse
Customer Service Representative - Supply Chain Order Management
Baker Hughes Oilfield Services India Pvt. Ltd.
09.2015 - 04.2017
- Executed order entry and managed product orders from customer request through to delivery and invoicing, ensuring customer satisfaction throughout.
- Worked with sourcing, supply chain and logistics to ensure customer receives shipment on time
- Processed requisitions to manufacturing plants or distribution centres by verifying delivery dates, stock availability, plant capacity, and geographical proximity for optimal fulfilment.
- Managed supply chain activities for engineering raw materials, springs, O-rings, fasteners, fittings, and packing items to ensure timely availability for production.
- Resolved supplier related issues like delivery problems, quality issues, and resolving the document discrepancies in a timely manner
- Reviewed customer purchase orders to ensure compliance with quotations and commercial terms.
- Developed delivery tickets to facilitate timely manufacturing processes and meet customer requirements. for manufacturing plants considering the available stock and demands
- Worked in Global Supply Chain - Centralized Order Management Team
Process Associate
Tata Consultancy Services
09.2013 - 09.2015
- To place customer orders in SAP ECC for the Amines and Polyglycol, Surfactants & fluids business for the India subcontinent region
- Processed orders and followed up during transit to ensure timely delivery to customer sites.
- Handled logistics by modifying loading capacity and correcting documents when necessary.
- Managed letter of credit orders, screened documents, provided amendments to customers, and resolved queries related to LCs.
- To manage Bulk and Ex-works shipment orders, interacted as a focal point for this critical and special cases
- Communicated with credit managers and customers to resolve payment-related queries efficiently.
- To interact as the focal point for all supply chain and logistics queries for these two businesses
- To interact with most sub-functions with regards to Supply chain process like Scheduler and Planner, Documentation team, Invoicing team, Coding team, Material data steward team and the BDP (Logistics) in both import and export to provide best possible service to the customers.
- Work with Sales team to reach commitment sales for Amines and Polyglycol, Surfactants and Fluids business and be responsible for providing proactive sales support.
- Organised knowledge transfer session for new joinees onboard for my team on Letter of Credit, Bulk and Ex-works shipment cases.
- Part of a specialized team for customers to handle orders sourced from U.S.A to Indian subcontinent market
Operations Executive
Mapow Enterprises
08.2012 - 06.2013
Team Member in Bankruptcy and Foreclosure department
Bank of America
06.2011 - 07.2012
Data Entry Operator
Direct-I Internet Solutions Pvt. Ltd
03.2007 - 05.2009
Education
Post Graduation in SCM and Logistics - Supply Chain Management and Logistics
Garware Institute
Mumbai01-2017
M. Com - Accounting
Mumbai University
01-2012
B. com - Commerce
Mumbai University
01-2010
Skills
- SAP SD/MM
- Order fulfilment
- Process optimization
- Operations planning
- Cost reduction and efficiency
- Cross-functional collaboration
- Client relationship management
- Negotiation
- Conflict resolution
Hobbies and interests
- Dance
- Sports - football and cricket
- Bike riding
Timeline
Senior Manager – SCM Customer Service
Gerresheimer Pharmaceutical Packaging India Pvt. Ltd
08.2025 - Current
Customer Service Manager
Grindwell Norton Ltd.
11.2022 - Current
Senior Customer Service Specialist – Supply chain order management
IFF India (Carved out from Dupont India)
04.2019 - 10.2022
Customer Service Representative
Dow Chemical International Pvt. Ltd.
05.2018 - 03.2019
Customer Service Representative - Supply Chain Order Management
Baker Hughes Oilfield Services India Pvt. Ltd.
09.2015 - 04.2017
Process Associate
Tata Consultancy Services
09.2013 - 09.2015
Operations Executive
Mapow Enterprises
08.2012 - 06.2013
Team Member in Bankruptcy and Foreclosure department
Bank of America
06.2011 - 07.2012
Data Entry Operator
Direct-I Internet Solutions Pvt. Ltd
03.2007 - 05.2009
Post Graduation in SCM and Logistics - Supply Chain Management and Logistics
Garware Institute
M. Com - Accounting
Mumbai University
B. com - Commerce
Mumbai University