Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
VIJAYKUMAR BHANDARI

VIJAYKUMAR BHANDARI

Order Management Analyst
Pune

Summary

PROFESSIONAL CONSPECTUS - With 12+ years of versatile experience across diverse organizational domains and significant exposure in Quote & Order Management, Schedule Management, Purchase Operations (Direct + Indirect Procurement), Vendor Management, Commercial Operations, Team Handling and Operation Management, Pricing Concepts (Distributor and OEM Pricing), Hands on experience in supporting various manufacturing sites and handling customer and suppliers base located in Australia, Europe (EMEA) & North America (US) regions.

WORK SUMMARY Enthusiastic Senior Customer Service Representative with more than 8 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.

Overview

13
13
years of professional experience
6
6
years of post-secondary education

Work History

Senior Customer Service Representative

Qualys, Inc
Pune
02.2022 - Current
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Greeted customers and listened closely to problems described to determine solutions.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Visited customer offices to handle on-site concerns and maximize account loyalty.
  • Responded to customer calls and emails to answer questions about products and services.
  • Researched and rapidly resolved client conflicts to maintain key accounts.
  • Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries.
  • Coordinated customer service responses for high-value customers with complex issues as leading representative of [Type] team.
  • Strategically scheduled team members to maintain optimal staffing levels for expected customer loads.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
  • Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.

Customer Service Representative

Medline Industries Pvt. Ltd
02.2018 - 02.2022
  • Order Management expertise)
  • Lead the India Order Management team, take care of the process and administrative responsibilities
  • Manage purchase and sales orders process for Australia domestic and global customers
  • Work with the ERP team on ERP testing and implementation
  • Co-ordinate with other departments like Supply chain /Pricing/Invoicing/Shipping/Credit with order issues
  • Manage weekly and monthly calls with Australia counterparts/customers for process, customer and performance review
  • Manage dedicated accounts for critical customers
  • Work on process improvement ideas, efficiency reports to improve process and customer satisfaction
  • Send daily /weekly reports for intake, sales, back orders, performance, RMA, price deviation etc
  • Work on short term Projects related to sales, customer data maintenance, analytics, resource efficiency, TAT & Accuracy
  • Follow-ups with the warehouses to achieve on-time deliveries
  • Adherence to company quality procedures and policies
  • Update and maintain database systems
  • Achieve all KPI’s.

Customer Support Executive

Eaton Technologies Pvt. Ltd
01.2014 - 01.2018
  • (Order Management expertise)
  • Core Responsibilities: Extensive Internal Customer Handling, Training & Mentoring, Team Motivation, Order Cycle Management, Testing
  • Repair and Spares Order Entry
  • OEM and Distributor Order Entry activity
  • To audit tasks on key parameter and to create an action plan for repetitive errors and to analyze the progress around this
  • To handle End to End process from Quote Management to Order Fulfillment
  • Managing RFQ’s received from the customer in the ERP system (Siebel)
  • To handle Customer Schedule (Forecast Management) and Order Entry in the ERP system (Oracle & MFGPRO)
  • To co-ordinate between production & planning team and plan the forecast accordingly
  • Respond to customer on their portal regarding Expedite and De-Expedite queries
  • To continuously look for process improvement and to make revenue and time impact
  • To monitor all the tasks and prepare and update Standard Operating Procedures with version controls
  • To deal with customer escalations and provide action plan
  • To work on different timely reporting activities to report out the open order reports, backlog information, shipping information, monthly/yearly intake for different sites
  • To transition different kind of work from the sites over the phone and manage the new work
  • Transition Team, I was part of the 10-member team to transition order management activities from the Eaton – Jackson Michigan plant in USA
  • (Order Entry, Portal and Forecast mgmt.)
  • In collaboration with the Account managers, learnt and executed these activities and successfully transitioned them over to Pune
  • Prepared the SOP for these processes and concluded with the discussion on different process parameters like TAT, escalation matrix etc
  • Post successful transition; maintained the performance data for the members involved in the process in terms of Productivity, Quality and Schedule Adherence on a monthly basis
  • Liaising with the Quality team to define/measure the Quality parameters.

Assistant Accountant

Infosys BPO Limited
05.2010 - 01.2014
  • Process: Nike Retails US
  • Team: Inventory Management, Serving a US based client Nike Sports goods, for there outsourcing set up in Infosys through IOT team for Accounts Payable and Partial Inventory management
  • Job Role: Execute transaction as per prescribed guidelines and timelines, review and validate the inputs from the process executives, Support Team leader in training, daily reviews and escalation resolutions with the objective to meet SLA targets for the specific process within the guidelines, policies and norms of INFOSYS
  • Responsibilities
  • Invoice verification and Posting: - Invoice posting of 3rd party and Affiliates on daily Basis through MIRO in SAP for Nike retails
  • Vendor payment: - Weekly and monthly vendor payments on behalf of Nike Retails
  • Inventory management: - Resolving the issues related to Goods receipt through a workflow tool In SAP (WPER) and also reporting the status of the good in transit to the client on Weekly basis
  • Reporting: - weekly, monthly and quarterly reporting to client
  • Preparing weekly and Quarterly operational Governance presentations for management as part of quarterly business review with the client
  • Transition coordination: Conduct Trainings for the team in order to ensure right skilling
  • Talent Management (people management): Support TL by training people on process / domain as part of growth plan in order to ensure high E-sat
  • SLA Compliance: Executes Transactions as per the prescribed guidelines and timelines in order to meet SLA and conduct daily hurdles in order to ensure delivery predictability
  • Process compliance: Execute transaction processing in order to meet quality standards
  • Conduct QC/QA programs as part of the quality plan in order to ensure adherence to process steps
  • Customer interaction: Handles/help resolve escalations at the process level and attain high customer satisfaction
  • Knowledge management: Reviews and validate the inputs from PEs and creates case studies /FAQs to capture tacit Knowledge
  • Process Reengineering: Participate in the ideation process and produce the documentation and train the team on the reengineered process to meet client and internal commitments on continuous basis
  • Competencies
  • Analytical Ability: Break down the problem into its constituent parts to get better understanding of issue
  • Evaluates the available solutions options while solving problem
  • Customer Orientation: Seeks to understand customer needs and build credibility with the customer by providing inputs on solutions
  • High impact Communication: Structured thoughts
  • Use of simple words and is proficient in the English language
  • Communicates with convocation and is confident to share own points of view in team meeting
  • Transition and program management: Basic awareness of the specific processes related to Transition methodology to contribute to the overall transition deliverables with guidelines
  • Quality Knowledge and continues Improvement Management: - Demonstrate through Grasp of Quality procedure and technique needed to deliver consistent process performance in the given area of work
  • Process: Cisco
  • Team: Global discount team and Commit Reporting
  • Level: Senior Process executive
  • Responsibilities:
  • Process purchase orders submitted by global customers on oracle 11i system (IC orders or Fax orders)
  • Maintaining records of SR’s
  • Processing the End to End orders till booking
  • Updating of order information in Oracle 11i system
  • Updating order information as per customer request
  • Validating the orders for discount validation through internal tools and Deals
  • For any issues contacting respective person (Account Manager) to resolve the issues
  • Resolving customer query and requests regarding their orders
  • Maintain SLA (Service Level Agreement) and prioritize the High value and high aging order through internal interaction with client, Front office (Language support) and internal seniors
  • Also tracking of prioritize High Value order and High Ageing orders
  • After resolution we need to release the discount holds from the order then order gets booked
  • Maintaining productivity & quality as per KRA’s
  • Preparing Daily APJ, EMEA and USAI Commit Reports for clients
  • Achievements


Education

Post Graduation Diploma - Supply Chain Management

NMIMS Global Access - School
Pune
03.2022 - Current

Bachelor of Commerce - Financial Accounting

Pune University
Pune
06.2007 - 05.2010

High School Diploma -

Jaihind Jr College
Pune
06.2005 - 06.2007

No Degree - Secondary Education

St Jude High School
Pune
04.2001 -

Skills

COMPUTER SKILLSundefined

Accomplishments

  • Received Best entity award for CS Group Australia 2020 across Medline
  • Received top performer quarterly and monthly awards, consistently received high performance annual rating
  • Awarded in Eaton with Top Performer award for July 2016
  • Awarded in Eaton with Top Performer award for quarter End Dec 2014
  • Awarded in Infosys with Top Performer award for Year End for July 2013
  • Awarded in Infosys with extra miller award (Top Performer) for May 2011
  • Awarded in Infosys with extra miller award (Top Performer) for quarter End Jan 2011.

Timeline

Post Graduation Diploma - Supply Chain Management

NMIMS Global Access - School
03.2022 - Current

Senior Customer Service Representative

Qualys, Inc
02.2022 - Current

Customer Service Representative

Medline Industries Pvt. Ltd
02.2018 - 02.2022

Customer Support Executive

Eaton Technologies Pvt. Ltd
01.2014 - 01.2018

Assistant Accountant

Infosys BPO Limited
05.2010 - 01.2014

Bachelor of Commerce - Financial Accounting

Pune University
06.2007 - 05.2010

High School Diploma -

Jaihind Jr College
06.2005 - 06.2007

No Degree - Secondary Education

St Jude High School
04.2001 -

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VIJAYKUMAR BHANDARIOrder Management Analyst