RAJESH ROY
Navi Mumbai
Summary
Customer service professional with extensive experience at DOW CHEMICALS INT. PVT. LTD, specializing in order to cash management and supply chain coordination. Demonstrated ability to drive operational improvements and strengthen customer relationships. Skilled in problem-solving and digital transformation, ensuring exceptional service delivery and ongoing process enhancement.
Overview
14
14
years of professional experience
Work History
Sr. Specialist Customer Service
DOW CHEMICALS INT. PVT. LTD
03.2024 - Current
- Order to Cash Process: Overseeing and operate the entire process from order placement to cash receipt.
- Customer Service Coaching: Guiding and supporting the customer service team in handling orders and resolving issues.
- Supply Chain Coordination: Working with planners and schedulers to ensure timely material availability and shipments.
- Logistics Coordination: Ensuring timely shipments and deliveries by coordinating with logistics teams.
- Sales Forecasting: Assisting the sales team in updating forecasts for accurate material allocation.
- Customer and Marketing Communication: Responding to queries and providing shipment status updates.
- Production and Dispatch Scheduling: Aligning production plans with dispatch plans for North America local and Canada orders.
- Rail Logistics Planning: Planning rail orders/shipments as per the customer schedule to avoid customer shutdown at various points.
- Digitalization: Supporting the commercial team in achieving digitalization goals for order processing and customer support.
- Conducting thorough root cause investigations to identify underlying issues and implement effective corrective actions in daily huddles.
- Raised and managed Quality Notifications for customer, internal, and process-related complaints, ensuring timely resolution.
- Conducted root cause analysis to identify underlying issues and implemented corrective actions to prevent recurrence.
- Assisting the business improvement team in enhancing processes by identifying and addressing loopholes.
Deputy Manager Customer Service In charge
AARTI INDUSTRIES LTD
07.2023 - 02.2024
- Handling team of customer service and documentation.
- Making and Sharing monthly sales plan to plant and central supply chain team by coordinating with marketing team.
- Driving S&OP meeting on 1st and 16th to arrive at consensus of Plan and providing commitment for sales to marketing.
- RM Rolling Plan- Based on rolling FG and SFG plan, sharing RM, PM rolling plan with Purchase team.
- Responding customers and marketing team on their queries. Update shipment status and monitoring order master and timely deliveries as per customer schedule.
- Scheduling-Obtaining day wise production plan from Operations and aligning it with dispatch plan for export.
- Logistics Planning-Based on order's required date of dispatch providing logistics planning so as to ensure no detention of vehicle at plant, port, customer site.
Analyst (Customer Support & Operation)
UPL Limited
12.2017 - 07.2023
- Execute the order entry process and manages the order fulfillment process for a given business or group of businesses and customers, which are typically key customers, high value and/or margin value centers, or scenarios with a high degree of complexity.
- Acts as focal point for key systems, tools or business processes.
- Find solutions for more complex matters and looks proactively for improvements.
- Maintain service levels according to business prioritization.
- Maintain a thorough knowledge of the businesses' products, businesses, applications, and service offerings.
- Coordinate activities at assigned customer accounts, proactively address issues, and implement solutions.
- Differentiate between customer requirements and UPL capabilities; choose the best/cost effective solution.
- Supporting commercial strategies with UPL customers across multiple businesses.
- Maintain order cycle & repeat orders as per last trends.
- Maintain open order, shipment status and shipment documents records.
- Supply Chain related responsibilities - Planning & Forecasting: Developing and implementing effective supply chain strategies. Analyzing market demand, forecasting future needs and planning.
- Inventory Management: Oversee inventory levels to ensure optimal stock levels while minimizing carrying cost. Analyzing existing customer's demand patterns, track inventory levels and coordinate with suppliers and internal teams to maintain an adequate supply of materials.
- Helping in identify, evaluate and select suppliers or vendors.
- Monitoring Logistics and transportation for internal and external supplies. External - Coordinating with Forwarding agent, CHA & shipping lines for vessel planning & timely dispatch and delivery of material to customer. Internal - Coordinating with suppliers form material readiness & quick movement as per production requirement.
- Identify potential risk and develop strategies to mitigate them & assess risks related to supply disruptions, quality issues, regulatory compliance and others that may impact the process.
- Identify potential shipping lines, transporters and signing annual agreements with competitive freights rates to enhance business profitability.
Sr. Officer Marketing operations
Indoco Remedies Ltd
09.2015 - 12.2017
- Responding to customer inquires promptly and accurately through call, email or chat, addressing questions, concerns and providing relevant information.
- Trouble shooting and problem solving: investigating problems, analyzing situations and using available resources to resolve customer complaints or technical difficulties.
- Helping marketing team in completing SLA's, SC's & preparing of Dossiers.
- Arrange product samples, impurities & HPLC column's.
- Processing orders in the system for production planning.
- Arrange/attend PPIC meeting for highlighting concerns & for advance planning of raw materials.
- Coordinate with plant, procurement (RM & PM), Marketing, Regulatory, Artworks and logistics team for smooth production & dispatch planning.
- Generate reports on weekly, bimonthly, and monthly of open orders, dispatches, and payments.
- Ensure timely creation of all types of non-conformances in NCM system and coordinate with relevant stack holders to the timely and effective closure of non-conformance.
- Generate forecast for 3months, 6 months & yearly.
Executive International Marketing
FAMY CARE LTD
04.2014 - 08.2015
- Handling Europe-regulated market. (i.e., UK, GERMANY, BELGIUM)
- Follow up with international Customers for new orders, enquiries & timely provide information as requested by the customer.
- Following up with customer & artworks development team for timely completion of artworks, labeling & final packaging compliances as per FDA guidelines.
- Coordinate with agent, authorities for launch of new product.
- Punching the orders in SAP, generating Sales reports, maintaining customer details, etc.
- Troubleshooting client queries.
- Outstanding & Overdue payments follow up with customers and keep records of all expenses & incomes.
- Generating reports on weekly, bimonthly, and monthly open orders, dispatches, and payments.
- Maintain Customer & Product wise Post Shipment documents register.
Executive International Marketing
Umedica Laboratories Pvt. Ltd
04.2013 - 04.2014
- Digital Marketing
- Prepare Export order and RRF (Request Registration form) for new customers and products.
- Prepare L/C documents for bank submission.
- Arrange Promotional gifts & Items for marketing purpose.
- Registration fees remittance (New registration, Renewal /Retention fees).
- Prepare Bank Guarantee/Performance bond Application/ Debit Note.
- To assist in Tender documents, participate in SPC tenders.
- Handle Travel agent's & Courier bills for payment purpose.
Digital Marketing Officer
SG Pharma Pvt Ltd
01.2012 - 12.2012
- Digital Marketing
- Send enquiries daily basis to overseas customers.
- To assist in Tender documents, participate in tenders.
- Prepare shipping Documents.
Education
MBA - Operations
ITM Business School
Navi Mumbai01.2018
Post Graduate Diploma - Supply Chain Management
L.N.Welingkar Institute of Management
Mumbai01.2013
Graduated - Commerce
Mumbai University
Mumbai01.2009
Skills
- Customer-focused excellence
- Sales forecasting
- Customer relationship management
- Business process improvement
- Problem solving
- Team leadership
- Digital transformation support
- Root cause analysis
- Supply management
- Operational enhancement
- Continuous improvement
- Order to cash management
- Supply chain coordination
- Top-notch service delivery
- Data analysis
- Inventory management
- Logistics and transportation
- Demand planning and forecasting
- Observational skills
- Decision making
- Communication skills
- Multi-tasking
Accomplishments
- 2015 - 2017, Designed & implemented ERP (MS Navision) order flow system and process in Indoco Remedies and reduce order process lead time by 20%.
- 2015 - 2017, Developed ISO tank operators for bulk products and designed logistics channel.
- 2015 - 2017, Increase customer on time deliveries from 67% to 94% for export business.
- 2015 - 2017, Manage more than 1000+/P.A shipments single handedly from start to end.
- 2014 - 2015, Launched two OTC contraceptive products in Europe.
Hobbies and Interests
- Cricket
- Table Tennis
- Swimming
- Exercising
- Singing
Personal Information
- Pan Number: ARHPR2812F
- Blood Group: O+
- Date of Birth: 03/06/90
- Nationality: Indian
- Marital Status: Married
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Marathi
Proficient (C2)
C2
Timeline
Sr. Specialist Customer Service
DOW CHEMICALS INT. PVT. LTD
03.2024 - Current
Deputy Manager Customer Service In charge
AARTI INDUSTRIES LTD
07.2023 - 02.2024
Analyst (Customer Support & Operation)
UPL Limited
12.2017 - 07.2023
Sr. Officer Marketing operations
Indoco Remedies Ltd
09.2015 - 12.2017
Executive International Marketing
FAMY CARE LTD
04.2014 - 08.2015
Executive International Marketing
Umedica Laboratories Pvt. Ltd
04.2013 - 04.2014
Digital Marketing Officer
SG Pharma Pvt Ltd
01.2012 - 12.2012
MBA - Operations
ITM Business School
Post Graduate Diploma - Supply Chain Management
L.N.Welingkar Institute of Management
Graduated - Commerce
Mumbai University