Shiv Kumar Singh Kushwaha
Gurgaon
Summary
Results-oriented Hybrid Senior Customer Service Representative experienced in leadership, problem-solving, and vendor management. Achieved operational excellence through expertise in OTC processes, order fulfillment, and SAP SD module. Focused on optimizing business processes and driving efficiency while enhancing customer loyalty and compliance.
Overview
19
19
years of professional experience
2
2
years of post-secondary education
Work History
Sr. Rep. Customer Service
SABIC India Private Limited
Gurgaon
06.2017 - Current
- Focal for E-business generation & implementation of E-Business strategy across INS.
- Power user for LSP update, resolution.
- Power user of E-access for customer service operation.
- Focal for FTWZ outbound operation in India.
- Identify area of improvement, SOP development, implementation and governance across OTC cycle.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Training to customers, peers on E-commerce portal & it's enhancement.
- Monitored key metrics like DT1P, NPS, Cycle Lead Time, QN, and High Seas, implementing corrective actions to enhance performance.
- Managed pre-order processes for inventory control and customer satisfaction.
- Master Data Governance focal to create, change & update customer master for INS region. Ensure data cleansing as DQ rules.
- Order fulfillment process for segments like Automotive, Foam, Pipe, Health & Hygene, Caps & Closure etc. with specific segment requirement for INS region.
- Managed warehouse operations including stock inward and outward, stock replenishments, goods issue, and JIT billing.
- Collaboration with Sales, Demand Planner, BU, Logistics, Manufacturing team, MDTM for seamless customer fulfilment.
- Follow-up on order status to ensure timely delivery and close Order Fulfillment as per TAT.
- Closely work with Vendor for non-negotiable documents & original document delivery at customer end. Monitor performance of Vendor proactively to avoid customer complaints for late delivery of shipping docs.
- KPI review for documentation vendor, transporter etc. & take corrective action for improvement.
- Resolved customer complaints through root cause analysis, payment settlement, and timely communication to maintain customer satisfaction.
- Execute diversion return & diversion order (reverse logistics).
- Execute credit/debit notes monthly basis, Rebate settlement for term contract customer.
- Prepare and submit day-to-day operational and performance reports.
- Focal for analysis, measurement, and improvement of ROA level report.
- Demonstrate excellent customer engagement behavior as measured by 360-degree customer survey (NPS).
- Engage in Sales and Operations Planning Meetings.
- Take initiative for process enhancement & improvement.
- Participate in Customer Service-related projects.
- Coach and Mentor customers, peers, logistics partners on process compliance and operational excellence.
- Vendor bills processing & timely payment.
- Represented the organization at conferences and trade shows e.g. Plastindia
SCM Analyst
Randstad India Pvt. Ltd.
04.2016 - 06.2017
- Generate customer orders via SAP and ensure all validation points are correct.
- Create Outbound Delivery (OBD), shipment.
- Identify Material Availability, confirm delivery date and release sales order.
- Interacting with Credit Financial Services (CFS) for hold orders.
- Monitor & execution of the OTC process with no errors.
- Create STO / Inbound Delivery.
- Liaise with 3PLs for all distribution activities.
- Resolution of all SAP related issues & ensure no IT related issue.
- Ensure product lifting by customer and agreed lead time for loading and delivery.
- Advise customer on order status.
- Monitor transactions from W/Hs proactively to avoid customer complaints.
- Monitor STC movement & timely delivery at W/Hs.
- Handling complaints and feedback from unsatisfied customers via phone & email.
- Execute credit/debit notes based on written communication and approval.
- Issuing special reports according to needs from reporting Manager.
- Demonstrate excellent customer engagement.
- Engage in Sales and Operations Planning Meetings.
- Raising the SSRS for W/H related issue or any other issue.
- Managing and monitoring customer master data like Address, Contact, VAT/CST, PAN & other details.
- Client: SABIC Innovative Pvt Ltd.
SAP SD Support Consultant
Elegant Technosoft
06.2014 - 04.2016
- Testing of the changes made and making necessary changes in documentation.
- To support End-Users for resolving the issues encountered during day-to-day process.
- Coordinated with client management and Key users for resolution of problems.
- Finding root cause analysis and Document solution once it is solved.
- Preparing training manuals for new functionalities and enhancements.
- Worked on new Developments and change in Developments.
- Handling issues on sales order, delivery and billing, master data and sales process.
- Client: Pratibha Syntex
Area Head- Sales
Videocon d2h, Bharat Business Channel Limited
03.2012 - 05.2014
- Handled channel sales in Delhi, Ghaziabad, Bareilly, Badaun & Pilibhit.
- Execution of distribution plan for the territories, forecast sales and set targets for distributors.
- Implementation of Scheme in territory to raise the revenues & activation.
- Plan for products-wise primary and secondary for PCS and achieve sales targets.
- Ensure appropriate inventory at all times with the Dealers, Franchises and other stores.
- Working closely with the retention team and addressing customer's complaints to minimize the churn ratio.
- Managing sales through consumer durable counters, modern trade, telecom counters & others.
- Appointing distributors and dealers.
- Monitoring distributors sales representative & In Shop Demonstrators(ISDs).
- Executing exhibitions and others promotional activities.
Marketing Executive
M/s Electro-Med
Lucknow
07.2007 - 04.2009
- Meet monthly targets on various product ranges like MW indicator/Panel meter/Frequency monitor, LED displays etc.
- Planning & execution visits to customers for potential business.
- Maintained relationships with existing clients (NTPC, sugar factories, paper mills) and acquired new clients.
- Managed tender processes, including filling, submission, and negotiation.
- Collected market and customer insights and presented findings to marketing manager.
- Represent the company at trade fair, exhibitions, events and demonstrations to Customers/clients.
- Executed below-the-line marketing activities to enhance product visibility.
- Operated in Lucknow region to establish client relationships.
Education
PGPM/MBA - Business Management
Unitedworld School of Business/ Punjab Technical University
03.2010 - 03.2012
PGDMSM - Barabanki, UP
Govt. Polytechnic
B.Sc. - Varanasi
Harish Chandra PG College
Skills
- Customer relationship management
- Order fulfillment
- Customer master data management
- E-business strategy
- Warehouse operation and Inventory management
- Process improvement
- Reverse logistics
- SOP development and deployment
- Import/Export documentation
- ERP: ECC 60/S/4Hana
- MS-Office
Projects Highlights
- CMS Enhancement Project, 2017
- Singapore HUB Project, 2017
- SSNC Automation, 2018
- DT1P Project, 2019
- E-Invoice project, 2020
- MDG (Master Data Governance) project, 2020
- SCOUT project, 2020
- FTWZ Set up in India with OTC process, 2023
- Track & Trace project, 2023
- COA Enhancement per BIS compliance, 2024
- Inttra Booking implementation to ROA region from MEAF plants, 2024
- S4Hana Implementation for outbound operation, 2025
- Mundra FTWZ setup- Outbound operation for customer fulfilment, 2026
- Saheen Project- an extended source of fulfilment under new Journey products(Aramco), 2026
Accomplishments
- Outstanding and Excellent rating throughout SABIC journey.
- Consistently maintained high customer satisfaction ratings.
Training
- Lean Six Sigma- Green Belt
- Customer service Essentials
Personal Information
- Passport Number: Yes (J4902084)
- Father's Name: Sri Moti Chand Singh Kushwaha
- Date of Birth: 08/14/83
- Marital Status: Married
Languages
English
First Language
Hindi
Proficient
C2
Timeline
Sr. Rep. Customer Service
SABIC India Private Limited
06.2017 - Current
SCM Analyst
Randstad India Pvt. Ltd.
04.2016 - 06.2017
SAP SD Support Consultant
Elegant Technosoft
06.2014 - 04.2016
Area Head- Sales
Videocon d2h, Bharat Business Channel Limited
03.2012 - 05.2014
PGPM/MBA - Business Management
Unitedworld School of Business/ Punjab Technical University
03.2010 - 03.2012
Marketing Executive
M/s Electro-Med
07.2007 - 04.2009
PGDMSM - Barabanki, UP
Govt. Polytechnic
B.Sc. - Varanasi
Harish Chandra PG College