Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
PAWAN KUMAR

PAWAN KUMAR

Customer Service Manager
Faridabad

Summary

A dynamic customer service manager with 12 years of professional experience specializing in client relations, operations management, and cross-functional leadership and business development in Oil and Gas well drilling, cementing and completion equipment.


Proven track record in business development, sales growth, enhancing customer satisfaction, and fostering cross-functional communication.

Overview

12
12
years of professional experience

Work History

Customer Service Manager

Varel Energy Solutions
01.2023 - Current
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Execute strategic, financial and operational objectives/ KPI set by the global team to ensure alignment with business goals.
  • Manage order processing from receipt of order to delivery, ensuring accuracy and timely processing of orders.
  • Coordinate with in cross-functional teams to improve order management workflows.
  • Lead and manage the customer service team to deliver outstanding support across cross functions ( Sales, Operation, production planning, Production and Logistics etc)
  • Ensure compliance with company policies and QMS procedures in order processing and customer satisfaction
  • Lead the contract review for every order to ensure product feasibly, legal and statuary requirements as per API Q1
  • Developed strong relationships with key clients, ensuring their operational needs were well understood and met consistently and promptly.
  • Facilitated clear communication between intercompany departments, ensuring seamless resolution of customer concerns and operational requirements in a timely manner.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.


Sr. Manager Sales and Marketing - Completion Tools

SledgeHammer Oil Tools Pvt Ltd. (Acquired by Varel Energy Solutions)
10.2021 - 01.2023
  • Established strong relationships with clients and stakeholders, ensuring long-term partnerships and regular business.
  • Domestic and Global Business Development for Downhole Drilling and Completion Equipment like Packers, Bridge Plugs, Cement Retainers, flow control equipment and Liner Hangers
  • Develop, execute, and oversee a business strategy that prioritizes growth and positive customer ratings
  • Manage contracts with ADNOC, KOC, PDO, Sonatrach, ONGC, Baker and Slb
  • Developed untouched market for primary cementing equipment and Completion tools
  • Conduct high-level industry research to develop effective sales solutions and Participate in collaborative business meetings to update key stakeholders
  • Review sales contracts to ensure they meet legal and corporate guidelines

Sales and Marketing Manager

Aventus Oil Tools
02.2019 - 09.2021
  • Domestic and Global Business Development for Downhole Equipment
  • Conducted market research to identify new business opportunities and stay ahead of industry trends.
  • Registration in AVL of E&P Companies and ensure to comply techno-commercial requirements of respective Tenders/RFQs
  • Prepare drafts for agency agreement /JV/MOU/Contracts and finalize the agreements by negotiation with agents/service companies/Operators.
  • Organize and manage company visits by customers.
  • Resolving queries/clarifications from customer and take feedback about supplied products
  • Monitoring customer satisfaction by timely delivery of Quality Products.
  • Responsible for handling marketing related activities
  • Review contract and ensure that it is in line with the SOW.
  • Analyzed sales and marketing data for improved strategies.

Sr. Sales Engineer

Wellcare Oil Tools Pvt Ltd
08.2013 - 01.2019
  • Increased sales revenue by identifying new market opportunities and implementing targeted sales strategies.
  • New Business Development in domestic and global market by market survey, exhibitions, customer visits and through registration in AVL of E&P companies.
  • Prepare pre-qualification documents for E&P companies and to ensure registration in the AVL to get Tenders/RFQs.
  • Technical and Commercial presentation to customers and visitors.
  • Visit global partners to review their techno-commercial capabilities and submit report on finalizing agreements.
  • Look after tenders from overseas E&P companies like PDO Oman, CCED Oman, MEDCO Oman, PT. PERTAMINA Indonesia, NIS Serbia, KOC Kuwait, , INA Croatia, Qatar Petroleum, ONGC, GAIL, BPCL, OIL, CAIRN etc.
  • Responsible to attend enquiries from customers and review the requirements as per API standards.

Education

MBA - Business Development

EIMSR
New Delhi, India
04.2001 -

B.Tech - Mechanical Engineering

MAIET, Rajasthan Technical University (RTU)
Jaipur, India
04.2001 -

Skills

Customer Service Management

Demand Planning and Order Management

Customer Relationship Management

Business Development

Oil and Gas well Drilling and Completion Equipment

Cross Functional Communication

Lean Six Sigma

Accomplishments

Annual performance medals for best employee for 2023 and 2024 in Varel Energy Solutions.


Hand written appreciation letters from COO and EVP on exceptional performance.


Certified API Q1 internal auditor.

Timeline

Customer Service Manager

Varel Energy Solutions
01.2023 - Current

Sr. Manager Sales and Marketing - Completion Tools

SledgeHammer Oil Tools Pvt Ltd. (Acquired by Varel Energy Solutions)
10.2021 - 01.2023

Sales and Marketing Manager

Aventus Oil Tools
02.2019 - 09.2021

Sr. Sales Engineer

Wellcare Oil Tools Pvt Ltd
08.2013 - 01.2019

MBA - Business Development

EIMSR
04.2001 -

B.Tech - Mechanical Engineering

MAIET, Rajasthan Technical University (RTU)
04.2001 -

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PAWAN KUMARCustomer Service Manager