Mohan C
Supply Chain Operations Specialist
Bangalore
Summary
Strategic and result-driven Supply Chain & Customer Operations Leader with over 9+ years of experience in order management, logistics, customer experience, and demand planning across global markets. Adept at creating and implementing Standard Operating Procedures (SOPs), streamlining processes, and building scalable systems that enhance operational efficiency and compliance. Proven leader in people management, driving high team performance through mentorship, structured development plans, and continuous training. Recognized for deep domain expertise in shipping, customs, logistics, and demand planning. Skilled in SAP, Microsoft Dynamics, and Salesforce, with a strong commitment to delivering superior customer experience and OTIF targets.
Overview
10
10
years of professional experience
5
5
Certifications
Work History
Supply Chain & Customer Operations Specialist
Pentland India Trading Pvt Ltd
12.2021 - Current
- Managing global customer operations and leading high-performing teams for world-renowned brands including Speedo, Ellesse, and Berghaus.
- Key Responsibilities:
- Lead a team of Customer Operations Executives, managing performance reviews, training programs, and daily workload planning.
- Created and implemented multiple SOPs that standardized operational workflows, significantly reducing process deviations and training time.
- Streamlined order management, export documentation, and direct delivery processes—reducing operational inefficiencies and improving customer satisfaction.
- Proactively manage end-to-end order lifecycle from placement to delivery, ensuring accurate allocation, processing, and shipping in compliance with international customs regulations.
- Monitor OTIF metrics, resolve escalations, and optimize fulfilment processes using data analytics and exception management.
- Facilitate cross-functional collaboration with supply chain, merchandising, shipping, and finance to improve visibility and service continuity.
- Regularly engage with regional and global stakeholders to share performance insights, drive process alignment, and ensure KPI achievement.
- Support demand planning activities with customer order trends, in-season change management, and forecast alignment.
- Pentlandbrands.com
- Streamlined supply chain processes by implementing inventory management systems, enhancing accuracy and reducing stock discrepancies.
- Collaborated with cross-functional teams to optimize order fulfillment strategies, improving customer satisfaction and delivery timelines.
- Analyzed customer feedback to identify trends and develop actionable solutions, resulting in increased operational efficiency.
- Developed training materials for new staff, improving onboarding processes and ensuring compliance with company standards.
Sales Support Specialist
Blackbox Network Services India Pvt Ltd
10.2020 - 11.2021
- Supported EMEA region order flow, logistics coordination, backlog resolution, and customer service excellence.
- Managed customer inquiries and provided timely resolutions, enhancing overall client satisfaction and retention rates.
- Coordinated sales documentation and order processing, ensuring accuracy and efficiency throughout the sales cycle.
- Developed and maintained comprehensive product knowledge, enabling effective communication with clients and supporting sales initiatives.
- Collaborated with the sales team to streamline processes, resulting in improved operational efficiencies and reduced turnaround times.
Senior Associate – Order to Cash (OTC)
Diageo Business Services India Pvt Ltd
06.2020 - 09.2020
- Managed order lifecycle, credit management, and resolution of billing and EDI-related issues for a premium beverage portfolio.
- Led cross-functional teams to streamline order processing, resulting in improved cash flow and customer satisfaction.
- Developed and implemented process improvements in the order-to-cash cycle, enhancing operational efficiency and accuracy.
- Mentored junior associates on best practices in order management, fostering a culture of continuous learning and development.
- Analyzed order discrepancies and implemented corrective actions, reducing processing errors and enhancing compliance with company standards.
Senior Associate – Supply Chain Operations & Analytics
HP Inc
06.2015 - 01.2020
- Owned order execution and backlog management for top-tier customer accounts. Delivered supply chain analytics and implemented automation tools.
- Key Projects:
- 3W Project (MS Dynamics CRM) – Integrated CRM for order tracking, improving traceability and turnaround time.
- OMNI (Order Management Nested Interface) – Enhanced order flow control and exception handling efficiency.
Education
Bachelor of Science - Mathematics
Bangalore University
Bengaluru, India 04.2001 -
Skills
Supply Chain Management
SOP Development & Process Streamlining
People & Team Leadership
Logistics & Shipping Compliance
Demand Planning & Forecasting
Global Order Management
Customer Relationship Management
Export Documentation & Customs
Operational Excellence & KPIs
SAP / Microsoft Dynamics / Salesforce
SAP (MM, SD, ERP)
Microsoft Dynamics AX & 365
Salesforce (SFDC)
Microsoft Office Suite
Nexus
CRM Tools
Decision Making & Problem Solving
Strategic Planning & Execution
SOP Development & Training
Time Management & Multitasking
Cross-functional Communication
Process Optimization
Certification
Microsoft Excel
Interests
Photography, Cricket, Travelling, Music & Movies
Awards & Recognition
15+ awards including:, Best Performer, Customer Champion, Best Team Player, Zero Defect Champion, Sense of Urgency
Declaration
I hereby declare that all the information provided above is true to the best of my knowledge and belief. Place: Bangalore Date
Timeline
Supply Chain & Customer Operations Specialist
Pentland India Trading Pvt Ltd
12.2021 - Current
Sales Support Specialist
Blackbox Network Services India Pvt Ltd
10.2020 - 11.2021
Senior Associate – Order to Cash (OTC)
Diageo Business Services India Pvt Ltd
06.2020 - 09.2020
Senior Associate – Supply Chain Operations & Analytics
HP Inc
06.2015 - 01.2020
Bachelor of Science - Mathematics
Bangalore University
04.2001 -