Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Languages
Passions
Timeline
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Vivek Marathe

Pune

Summary

Dynamic team leader with proven expertise in customer service and strategic account management at Optimas OE Solutions. Successfully enhanced order fulfillment efficiency and customer satisfaction through process optimization and effective communication. Proficient in Oracle NetSuite, driving initiatives that reduced order errors and improved response times.

Overview

15
15
years of professional experience

Work History

Inside Sales Team Lead

Optimas OE Solutions Pvt LTD
Pune
06.2024 - Current
  • Leading a team of five Customer Service Representatives and Account Controllers, including two members based in the UK, to drive customer satisfaction, order fulfillment, and key account management.
  • Managing customer order books, ensuring accurate order processing, and resolving order discrepancies.
  • Collaborating with Operations, Supply Chain, and Demand Planning teams to meet customer demands efficiently.
  • Maintaining and running open order books across all customers weekly, ensuring minimal discrepancies.
  • Spearheading initiatives to improve customer satisfaction by reducing order errors and shipping delays.
  • Preparing and presenting proposals and quotes to customers, ensuring alignment with their needs.
  • Focused on building strong customer relationships by initiating direct calls to customers using the team's activated app line.
  • Conducting weekly HIPO (High-Potential Customers) calls to identify and track opportunities from both new and existing customers.
  • Enhanced customer outreach by incorporating outbound calls through Microsoft Teams, pushing for stronger engagement.
  • Leveraging the 'New Business Not Trading' reports to identify additional order opportunities from existing customers.
  • Collaborating with a supply chain team member to improve transactional efficiency, reduce supplier lead times, and enhance response times for customer inquiries.
  • Tracking live part quotes, monitoring quotes received from the commercial team and ensured the successful implementation of price increases with customers.
  • Maintained GP% standards by ensuring orders were processed at target profitability levels.
  • Working on export evidence by uploading PODs (Proof of Delivery) into the system to meet compliance and operational requirements.
  • Ensuring daily task completion by closely monitoring team activities.
  • Talent Acquisition and Team Building.
  • Interview and Assessment.

Senior Customer Support Representative

Optimas OE Solutions Pvt LTD
Pune
03.2021 - 06.2024
  • Generated sales leads by suggesting product solutions to customers
  • Managed Key Account portfolios for UK and Export customers
  • Ensured smooth order processing using ERP systems (Oracle NetSuite, SAP)
  • Handled returns, RMA processes, and invoice discrepancies
  • Worked closely with the warehouse team to ship orders before the deadline.
  • Improved customer satisfaction by reducing response times and enhancing order fulfillment efficiency

Warehouse Lead

Hindustan Coca-Cola Beverages
Pune
08.2018 - 03.2021
  • Directed warehouse functions, inventory control, and logistics.
  • Ensured adherence to FEFO (First Expired, First Out) standards.
  • Coordinated with sales and audit teams to ensure accurate dispatches.
  • Handled stock allocation and coordination of audits.
  • Enhanced labor productivity by efficiently managing work schedules.

Key Account Executive / RTM Executive / Order Execution (Supply Chain)

Hindustan Coca-Cola Beverages
Nasik/Pune/ROM
08.2010 - 08.2018
  • Managed order execution, dispatch planning, and customer satisfaction.
  • Collaborated with vendors and internal stakeholders to ensure timely delivery.
  • Handled purchase orders, stock replenishments, and inventory management.
  • Implemented cost-effective delivery solutions without compromising service quality.

Education

MBA - Marketing

J.S.P.M’s Jaywant Institute of Management
Pune
01.2009

B.Com - Commerce

Modern College
Pune
01.2006

Master of Commerce -

Symbiosis College
Pune

Skills

  • Customer Service Expertise
  • Process Improvement and Optimization
  • Strategic Account Management
  • Team Leadership and Coordination
  • Order Management Expertise
  • Experience with Oracle NetSuite and SAP
  • Effective Communication
  • Inside Sales Expertise
  • Inventory Management
  • Customer Returns Coordination

Accomplishments

  • Promoted to Team Lead within 3 years of joining Optimas Solutions.
  • Shining Star Award for outstanding performance in Q1-2023 at Optimas Solutions.
  • Consistently achieved high customer satisfaction scores throughout the career.

Languages

  • Hindi, Proficient
  • Marathi, Proficient
  • English, Proficient

Passions

  • Building strong customer relationships to drive business growth.
  • Delivering exceptional customer service and ensuring end-to-end satisfaction.

Timeline

Inside Sales Team Lead

Optimas OE Solutions Pvt LTD
06.2024 - Current

Senior Customer Support Representative

Optimas OE Solutions Pvt LTD
03.2021 - 06.2024

Warehouse Lead

Hindustan Coca-Cola Beverages
08.2018 - 03.2021

Key Account Executive / RTM Executive / Order Execution (Supply Chain)

Hindustan Coca-Cola Beverages
08.2010 - 08.2018

MBA - Marketing

J.S.P.M’s Jaywant Institute of Management

B.Com - Commerce

Modern College

Master of Commerce -

Symbiosis College

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