Manish Kumar
Customer Excellance
New Delhi
Summary
Dynamic, results-driven professional eager to explore new horizons through continuous learning and development. Seeking a role that fosters innovative thinking, presents challenging responsibilities, and offers substantial opportunities for career advancement. Committed to leveraging skills and experiences to contribute effectively to team success while embracing growth in a fast-paced environment. Passionate about driving impactful solutions that align with organizational goals and enhance overall performance.
Overview
16
16
years of professional experience
Work History
Customer Excellence Executive
Stryker India Private Ltd.
Gurgaon, HR
05.2022 - Current
- Billing (Order Execution) Direct & Channel Partner
Post Billing
A) Send Dispatch Details with customer and sales rep.
B) Resolve after sale queries of customer or channel partner - Warranty Billing
A) Create extended warranty invoice
B) send soft copy of extended warranty invoice thru email
C) resolve extended warranty queries - Prepare Quotation & Performa Invoice
- PRI (Product return Information)
A) Verify PRI related documents
B) arrange required approvals for PRI
C) Execute PRI in System
D) send PRI credit note with customer and sales team
E) Save all documents - ORC (Override commission)
- Order Processing – Salable Orders, Free of Cost PO, Long Term Consignment PO, Consignment Consumption PO, etc.
Our Chanel Partner has requested the cancellation of an order, which we will perform as requested.
Receiving & reviewing the purchase orders from the customer through IWOS & booking orders in IWOS for billing as per the Credit Limit available.
Obtain approvals for partial shipments by coordinating with the sales team, dealer, Finance, and Operation Director.
Coordinate with the Finance department to obtain the outstanding payment status of dealers and customers for order-wise payment terms.
Override billing prices in the JDE system based on approval.
Generating sales orders and sending the pick-slip to the warehouse for fulfillment, billing & shipping the products to our Channel Partners. - When customers place direct orders, the CE team uses the Direct Order Checklist tool to record order information.
Upon receipt of the order, the CE Representative will review and either approve or reject the order in IWOS. An automatic notification will be sent to the dealer for order acknowledgment through IWOS.
Review the Customer Account Receivable list provided by the Finance Team to bill the Purchase Orders.
In case of any issues, orders are put on hold until customers make the necessary arrangements for A/R clearance. The order hold status should also be communicated to the respective sales representative/RSM by CE.
The CE representative will ensure the accuracy and correctness of all item codes and their corresponding prices that the customer/dealer has ordered. If any discrepancies are found, the order will be labeled as a 'defective order' and a notification will be sent to the customer/dealer with a copy sent to the relevant sales manager to rectify the issue.
Discounting: If an order is placed at a discounted price, a CE representative will request approval from Management/Finance as per Stryker India DOA matrix.
Warranty provisions: The CE representative department will check the order for warranty provisions prescribed by the Service department for the particular product, by the procedure outlined in the Warranty Claim and Installation Process, IQP-CPMS-002. If there are any discrepancies or clarifications required, the matter will be discussed and resolved with the service team.
Finance will verify the order for any special terms and conditions such as bank guarantee requirements, buyback provisions, liquidated damages, free of cost, etc. They will also initiate the margin statement preparation.
After carefully reviewing the orders, CER will enter them into JDE, allowing the SCM/IBP department to plan inventory and execute orders based on agreed SLAs.
CER will distribute several reports to the sales and CE teams in the first week of every month. These reports include the Monthly Order Status report, the Monthly Consignment report, and the Monthly Order Booking reports for both equipment and ortho, all of which are generated by the system. The reports contain information about the orders that have been booked in JDE. Additionally, according to the IQP-CSUP-021, any returned consignments from customers will be sent back to the company. - Developed and implemented performance metrics to enhance team accountability and productivity.
- Led cross-functional teams to drive strategic initiatives and improve operational efficiency.
- Collaborated with stakeholders to align business objectives with operational capabilities.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Tender Executive (Sales Support)
Stryker India Private Ltd.
Gurgaon, Haryana, India
05.2018 - 11.2022
- Prepared technical bid for Direct Tenders
- Liaise with stakeholders to ensure required documentation is provided within allotted time frame.
- Manage tender documentation production and review for accuracy and completion.
- Reviewed and supervised technical back up information and preparation of tender submissions.
- Developed and issued documentation and operational guidelines in support of complex tenders.
- Prepared technical and commercial write ups on company offers for inclusion in tenders.
- New roles assign in Customer Excellence Team to learn and working with IBP & Supply Planning Parallel's working with Tenders.
Team Leader (Fashion Assistant)
Reliance Trends Ltd.
New Delhi, DL
09.2011 - 03.2018
- Store opening operation team member transfer to be (Ambiance mall) Ambiance Iceland Gurgaon & again transfer to Najafgarh store for D.M training in stand-alone Store.
- Rewarded by non-sales 1, Sale star of the month of May 2011
- Non-sales of the month of Feb 2012
- Token Appreciate certificate for long time working for Reliance Trends
- FUNCTIONAL AREAS:
- Professional
- Merchandizing & Billing
- Customer interaction
- Folding, stacking
- Display as per V.M. guidelines in given section
- Responsivities
- Achieve targets of our given section by good customer service.
- Refill & Replenishment.
- Merchandizing according to V.M. guidelines.
- Customer interaction
- I used SAP for billing and inventory management.
- General Profile
- Handling 4128 Sq. Ft. Retail Space.
- Private level Brands and Manufacture Brands
- Handling Manpower of 20 People.
- Handling a turnover of 65 lacks 8 thousand SKU’s
- Monthly Backend Profile
- Preparing Various Monthly Ends Reports.
- Ensure Weekly/Monthly Store Achievements & Targets.
- Preparing Monthly Competitor data.
Store Incharge
NAVIAR International Ltd.
New Delhi, DL
01.2010 - 04.2011
- Worked in NAVIAR International Ltd. Company
Education
B.com -
SunRise University
Alwar, Rajasthan01.2015
Certificate in Preparatory Programme for bachelor's degree - undefined
Vinayaka Missions University
01.2012
Class XII PASSED (C.B.S.E) - undefined
Kendriya Vidyalaya sec 8
01.2011
Class X PASSED (C.B.S.E) - undefined
Kendriya Vidyalaya sec 8
01.2009
Skills
- Interpersonal skills
- Operations management
- Executive support
- Customer-oriented
Languages
English
Upper intermediate (B2)
Hindi
Upper intermediate (B2)
Extra Curriculum activity
Participates in Help age India
Rock Climbing
Reflected to AAP Volunteer 2013 Dec.
Hobbies and Interests
Listening to music
Playing cricket
Traveling
Adventure
Disclaimer
Permanent Address: C - 58, 59-unit 4 Top Floor back side Sainik Nagar, Nawada 110059 Date of Birth: 19th, April. 1986 Languages Known: English & Hindi Marital Status: Married I hereby declare that the information given above is true to the best of my knowledge.
ABOUT MYSELF
I am spontaneous person with an innovative frame of mind who can adjust to hostile situations and also a social person. I love to take challenges and believe in hard work.
Promotional Activities as a Promoter, Coordinator, Group Leader, Anchoring
- Zee T.V SA RE GA MA PA Little Champ.
- PepsiCo India.
- Road Show Hero Honda Bike Hunk.
- Lay’s What’s Your Flavors?
- Nicalodeon Magazine etc.
movies, travel , music, cricket, video games
- Movies: Avid film enthusiast, with a keen interest in various genres and cinematic history.
- Travel: Passionate about exploring new cultures and destinations, which enhances adaptability and global awareness.
- Music: Enjoy listening to diverse music genres; appreciate the role of music in fostering creativity and relaxation.
- Cricket: Active participant in recreational cricket; values teamwork, strategy, and sportsmanship.
- Video Games: Engaged in strategic and role-playing video games, enhancing problem-solving skills and creativity
Timeline
Customer Excellence Executive
Stryker India Private Ltd.
05.2022 - Current
Tender Executive (Sales Support)
Stryker India Private Ltd.
05.2018 - 11.2022
Team Leader (Fashion Assistant)
Reliance Trends Ltd.
09.2011 - 03.2018
Store Incharge
NAVIAR International Ltd.
01.2010 - 04.2011
Certificate in Preparatory Programme for bachelor's degree - undefined
Vinayaka Missions University
Class XII PASSED (C.B.S.E) - undefined
Kendriya Vidyalaya sec 8
Class X PASSED (C.B.S.E) - undefined
Kendriya Vidyalaya sec 8
B.com -
SunRise University