Kalairani K
Team Lead - Order Management & Customer Support
Chennai
Summary
Experienced Supply Chain Professional with 7+ years of expertise in procurement, logistics, inventory management, and order fulfillment. Proven track record as a Master Production Scheduler, ensuring efficient planning and coordination of manufacturing operations. Skilled in using SAP, SFDC, Excel, and Power BI to build dynamic dashboards and generate actionable insights. A strong focus on process improvement, data-driven decision-making, and cross-functional collaboration to drive operational efficiency and customer satisfaction.
Overview
5
5
years of professional experience
2016
2016
years of post-secondary education
Work History
Supply Chain Analyst / Buyer / Configuration Analyst (Team Lead)
HCL Tech
Chennai
01.2025 - 11.2025
- Maintained and updated the ship plan report to ensure accurate tracking of outbound shipments and on-time delivery
- Performed SAP configuration changes and updates based on client requirements to align with business processes
- Managed MRP (Material Requirements Planning) execution, releasing production and purchase orders for timely procurement and manufacturing
- Handled PR to PO conversion in SAP, ensuring accuracy in vendor selection, pricing, and quantity
- Entered and maintained demand in PIR (Planned Independent Requirements) and forecasting tools for long-term planning
- Created and processed work orders and delivery notes to support production and outbound logistics
- Coordinated with planners for Sales Order (SO) scheduling, aligning shipment timelines with production readiness
- Used E-Procure platforms to manage electronic purchasing activities and vendor communications
- Oversaw logistics coordination, ensuring smooth material flow and shipment tracking
- Processed and created sales orders in SAP, validating configurations and customer requirements
- Worked as a Configuration Analyst, ensuring master data accuracy and alignment across planning and sales modules
- Acted as a Buyer, managing supplier relationships, issuing POs, and following up on deliveries to meet lead times
Customer Service & Order Management Specialist (Subject Matter Expert)
Infosys BPM LTD
Chennai
04.2021 - 11.2024
- Managed end-to-end order management in SAP, including Sales Order creation, PO and pricing review, quote & invoice generation, approval processing, and payment handling
- Handled quote approvals, invoice disputes, and resolved customer queries via Salesforce, ensuring accurate and timely resolutions
- Focused on clearing aged cases, providing timely, accurate solutions aligned with client and customer expectations
- Resolved high-priority escalations through coordinated action with account owners and internal teams, including ISC, vendors, planners, logistics partners, and forwarders
- Supported critical and urgent orders, including price negotiations, order status reviews, and real-time support via calls and emails
- Conducted process audits, including pre-shipment checks, and led monthly assessments to identify operational gaps and performance improvement areas
- Actively contributed to continuous improvement, reducing case holds and minimizing incoming task volume through root-cause analysis and process optimization
- Produced and analyzed key reports, including Order Status Reports, Payment Deviation Reports, and Credit Pending Status Reports to monitor service levels and improve decision-making
- Monitored team dashboards and case queues, helping optimize workload distribution and boost service performance
- Drove Tier meetings, offered month-end and quarter-end support, and collaborated across departments to resolve blockers and ensure timely shipments
- Maintained and reviewed a defect tracker to identify quality issues, conducted refresher training, and delivered full onboarding and process training for new joiners
- Managed a high volume of tasks, regularly handling 70+ orders and 30+ cases daily while maintaining 100% quality and adhering to all SLA commitments
- Supported peers by sharing process knowledge, assisting new team members during ramp-up, and acting as a go-to resource for internal troubleshooting.
Education
Bachelor of Science - Physics
Quaid E Millath Women College, University Of Madras
Chennai05.2015
Skills
- Procure to Pay - Buyer
- Global Support Services
- Inventory Analysis & Planning
- Reports - Data Analysis
- Logistics & Transportation
- Order Management
- Case Management
- Customer Escalation Management
- PR to PO & MRP Release
- Sales Order Creation/Change
- Master Production Scheduler
- Configuration Analyst
Technical Skills
- SAP ERP & Oracle
- Salesforce (SFDC)
- Excel (advanced), Power Point, Power BI & Tableau
- Basic Python, Power Query & VBA Macros
Soft Skills
- Problem Solving & Critical Thinking
- Decision Making & Quality Focus
- Analytical Thinking
- Time Management
- Adaptability & Flexibility
- People Management
- Detail-Oriented
- Communication
- Escalation Management
Accomplishments
- Cleared a backlog of 1,000+ aged cases within one week, significantly improving case SLA performance and contributing to a noticeable rise in Customer Satisfaction (CSAT) scores
- Successfully handled high-impact and critical customer cases, earning direct appreciation from both clients and end customers, including formal recognition from Honeywell for exceptional service and dedication
- Recognized as a go-to team member for urgent escalations and complex problem resolution, consistently delivering timely and high-quality outcomes under pressure
Awards
- Spot Awards, 3, Recognized for exceptional individual performance, productivity, and commitment to excellence
- Kudos Awards, 2, Awarded for consistent high-quality work and timely task completion
- I-Star Awards, 2, Honored for being an extraordinary team player and contributing to cross-functional success
Languages
- English
- Tamil
- Hindi
- Telugu
Timeline
Supply Chain Analyst / Buyer / Configuration Analyst (Team Lead)
HCL Tech
01.2025 - 11.2025
Customer Service & Order Management Specialist (Subject Matter Expert)
Infosys BPM LTD
04.2021 - 11.2024
Bachelor of Science - Physics
Quaid E Millath Women College, University Of Madras
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