Shital Kadam
Process Lead- Customer Service
Panvel
Summary
Customer Service and Logistics professional with 14+ years in the chemical manufacturing industry, specializing in O2C, international trade documentation, and compliance (DG handling, Incoterms). Skilled in streamlining operations, managing cross-border supply chains, and driving customer satisfaction. Proficient in SAP SD, Salesforce, MS Office, Power BI, and Visio. Recognized for problem-solving, process efficiency, and alignment with corporate and regulatory standards. Seeking a role that fosters leadership, collaboration, and continuous improvement.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Process Lead-Customer Service Desk
Sudarshan Chemicals Limited
03.2025 - Current
- Manage O2C and export operations for Bangladesh and Sri Lanka, including LC scrutiny and shipment execution.
- Handle stock reservation through SAP for key accounts to support service level agreements and priority fulfillment.
- Coordinate with global teams (India, Germany, China) for material planning and dispatch alignment.
- Adhere to defined lead times for order entry, delivery creation, and shipment execution.
- Ensure prompt disbursement of customer rebates and agent commissions in compliance with commercial policies.
Assistant Manager-Customer Service
Perstorp Chemicals India Pvt Ltd.
05.2021 - 02.2025
- Led international O2C cycles for direct indent business for India and the subcontinent.
- Processed orders and managed 24 hours of TAT for order acknowledgments issuance, ensuring timely and accurate communication., managed LC shipments, and maintained master data in SAP.
- Managed LC shipments, third-country exports, and domestic distribution via 3PLs.
- Managed import documentation for India and the subcontinent region, including both regular and Letter of Credit (LC) transactions, in compliance with regulatory requirements.
- Led a cross-functional project to standardize customer master data across multiple business lines, resulting in a 95% reduction in time spent on data validation and correction.
- Handled key customer accounts by proactively addressing concerns, providing timely resolutions, and maintaining strong customer relationships.
- Coordinated with freight forwarders and ISO tank operators in Europe for vessel bookings, adhering to defined lead times to ensure on-schedule dispatches.
- Managed replenishment stock orders, including purchase order creation and coordination with European counterparts to ensure timely shipment execution.
- Resolved customer issues via Salesforce, improved complaint closure rate.
Assistant Manager- Customer Service
Evonik Catalysts India Pvt Ltd
06.2011 - 05.2021
- Handled 150 + domestic/export orders, dispatch planning, and CRM-based issue resolution.
- Drove price negotiations and order generation aligned with commercial strategy.
- Coordinated cross-functionally with production, planning, R&D, QC, and dispatch to ensure timely, error-free deliveries.
- Handled payment follow-ups and ensured timely collections.
- Supported new product launches, and R&D collaboration.
- Acted as ISO auditor, ensuring quality and compliance.
Education
B.Sc. - Chemistry
Mumbai University
Mumbai 06.2010 - 05.2011
H.S.C. -
Maharashtra State Board
Mumbai 06.2007 - 06.2008
S.S.C. -
Maharashtra State Board
Mumbai 06.2005 - 06.2006
Skills
- SAP sales and distribution
- Salesforce
- Transporeon
- Power BI
- Order-to-Cash (O2C) Management
- Import & Export Documentation
- Freight & Transport Coordination
- Customer Satisfaction & Relationship Management
- Inventory Management & Replenishment
- LC Documentation & Compliance
- Data Analysis & Reporting (Excel, Visio, PowerPoint)
Accomplishments
- Awarded 'Performer of the Quarter' (Q3 2022) and 'Rising Star' (Aug 2022).
- Led 95% accurate Customer Master Data standardization project.
- Developed SOPs for transport booking and inventory planning.
- Certified in Dangerous Goods Handling – IMDG.
- Served on internal ISO audit team and compliance reviewer.
Personal Information
- Total Experience: 14 Years
- Notice Period: 30 days
- Date of Birth: 10/12/90
- Gender: Female
- Marital Status: Married
Disclaimer
I hereby declare that the above details are correct and complete to the best of my knowledge and belief.
Timeline
Process Lead-Customer Service Desk
Sudarshan Chemicals Limited
03.2025 - Current
Assistant Manager-Customer Service
Perstorp Chemicals India Pvt Ltd.
05.2021 - 02.2025
Assistant Manager- Customer Service
Evonik Catalysts India Pvt Ltd
06.2011 - 05.2021
B.Sc. - Chemistry
Mumbai University
06.2010 - 05.2011
H.S.C. -
Maharashtra State Board
06.2007 - 06.2008
S.S.C. -
Maharashtra State Board
06.2005 - 06.2006
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