MEHUL AGRAWAL
Mumbai
Summary
Dynamic professional with a proven track record at JSW ONE Platforms, excelling in customer operations and supply chain management. Achieved a remarkable reduction in complaint rates and scaled supply from 3,000 MT to 32,000 MT. Skilled in ERP systems and relationship building, driving impactful results through cross-functional collaboration and strategic insights.
Overview
5
5
years of professional experience
3
3
Certifications
Work History
Deputy Manager – Customer Operations & Supply
JSW ONE Platforms Limited
12.2024 - Current
- Built Customer Operations from Ground Zero: Founded and institutionalized the first customer service function for India’s steel e-commerce platform; designed SOPs, escalation frameworks, and governance mechanisms to support rapid scale.
- Scaled Platform Supply PAN-India: Expanded monthly plant supply from 3,000 MT to 32,000 MT, managing 35+ suppliers across India for MSME and OEM customers.
- End-to-End Order & Complaint Ownership: Led the complete order lifecycle from opportunity creation to delivery and post-delivery resolution; reduced complaint rates from 10% to 2% through structured settlements, returns, refunds, and cross-functional execution.
- Process, Systems & Visibility Leadership: Played a key role in the development and implementation of OMS (ERP); built Tableau dashboards to enable leadership-level visibility and decision-making, resulting in 25% reduction in order servicing TAT.
- Collaborated with JSW ONE Finance to facilitate credit-led transactions, ensuring alignment with key requirements in commodity markets.
- Partnered with Sales as Technical Sales Manager to enable deal closures through solution-led selling and customer education on procurement processes, contributing to sustained volume growth.
- Analyzed sales data to identify trends, informing strategic adjustments that enhanced sales effectiveness.
Assistant Manager – Sales Operations & Planning
JSW Steel Limited
06.2022 - 11.2024
- Coordinated cross-functional efforts among Sales, Supply Chain, Production, and Dispatch to meet business targets.
- Drove sales planning through analysis of historical data, market trends, and pricing variables; supported optimized pricing and discount strategies.
- Managed end-to-end Production–Planning–Dispatch cycles using SAP SD and CRM, improving operational efficiency and stock liquidation.
- Developed and maintained key customer relationships, enhancing retention and trust.
- Oversaw inventory control processes to maintain optimal supply levels.
Executive – Sales & Business Development
Bombay Chemical Industries
06.2021 - 05.2022
- Led negotiations and contract closures, resulting in increased profitability through effective pricing discussions.
- Expanded market presence by identifying new segments and implementing targeted penetration strategies.
- Conducted market research and competitor analysis to refine product and sales strategies.
Education
B.Tech -
NMIMS University
Mumbai01.2022
HSC -
Pace Junior College
MumbaiSSC -
Rustomjee International School
MumbaiSkills
- Supply chain management
- Customer operations
- Project management
- Process development
- Salesforce
- CRM
- SAP SD
- ERP Systems
- OMS
- Tableau
- Advanced Excel
- Technical sales
- Cross-functional collaboration
- Relationship building
Technology And Tools
- Salesforce (Pre-Order Journey)
- OMS / ERP Systems
- SAP SD, CRM
- Tableau, MIS, Advanced Excel
Languages
- Hindi (Native)
- Marathi (Very Good)
- Gujarati (Highly Proficient)
- English
- Hindi (Native)
- Marathi (Very Good)
- Gujarati (Highly Proficient)
Core Leadership Capabilities
- Platform Operations & Supply Chain Leadership
- Customer Experience & Escalation Governance
- PAN-India Supplier & Stakeholder Management
- OMS / ERP Implementation & Analytics (Tableau)
- Credit Enablement & NBFC Collaboration
- Technical Sales & Solution-Led Growth
Executive Profile - Summary
Customer Operations, Supply Chain, and Platform Leader with 5+ years of experience scaling B2B businesses across steel, commodities, and digital platforms. Proven track record of building functions from scratch, driving PAN-India supply scale, and enabling revenue growth from ₹35 Cr to ₹225 Cr through process excellence, systems implementation, and stakeholder leadership. Experienced in managing 32,000+ MT/month supply, reducing customer complaints by 80%, improving order TAT by 25%, and enabling credit-led growth in commodity markets through close collaboration with NBFC partners. Adept at operating at the intersection of operations, technology, sales, and finance.
Certification
The Art of Sales : Mastering the selling process - Northwestern University
Timeline
Deputy Manager – Customer Operations & Supply
JSW ONE Platforms Limited
12.2024 - Current
Assistant Manager – Sales Operations & Planning
JSW Steel Limited
06.2022 - 11.2024
Executive – Sales & Business Development
Bombay Chemical Industries
06.2021 - 05.2022
B.Tech -
NMIMS University
HSC -
Pace Junior College
SSC -
Rustomjee International School