Customer Service Management

SUMAN MAITRA

Baguihati, Kolkata – **, ph: 987-***-****; *****.**********@*****.***

Profile

RETAIL / FMCG – SCM / Logistics / Inventory / Replenishment

IT - SCM / Logistics / Forwarding & Distribution

15+ yrs of work experience in Retail. 7+ yrs of experience in warehouse management & fleet management.

Currently working with Reliance Jio Infocomm Ltd. (FCPL) since 13.07.15; Senior Executive; SCM Store Lead

Previously worked with Future Group; Future Lifestyle fashions ltd. as SCM Executive; Sept 2009 to July 2015

Addressed operational issues, resolved performance bottlenecks and achieved desired objectives.

Managed fleet operations in a cost-effective manner.

Developed a logistics network, ensured smooth vehicle movements.

Effectively communicated with excellent planning, organisational and interpersonal skills.

Functional competencies

Warehouse Management

Managing warehouse operations ensuring optimum inventory levels to achieve maximum cost savings without hampering the operation process.

Maintaining proper co-ordination, planning with Central Distribution Centre and Regional Distribution Centre.

Allocation/transfer of stocks, conducting routine inspection to ensure reconciliation of physical stock at the warehouse.

Analysing stock movement to stores and warehouse and preparing despatch schedule.

Preparing Management Information System (MIS) of stock related. Daily report / Weekly report /Key Performance Indicator Report preparation.

Fleet Operations

Identifying & developing a base of reliable transporters, selecting best mode of transport.

Supervising the fleet of vehicles, ensuring on time delivery & monitoring transit norms.

Fixing the annual contract with transporters for outbound material.

Logistics Management

Overseeing entire logistics operations of negotiating with agents for timely execution of orders at the destination in the given cost parameters.

Developing route plans, vehicle selection, scheduling drivers & resources so as to ensure operational efficiencies through seamless movement of vehicles to various destinations.

Preparing weekly productivity reports thereby facilitating in decision-making.

Client Servicing

Relationship Management with key accounts for increasing the level of sales growth.

Ensuring customer satisfaction & implementing quality service standards.

Acting as a frontline interface between the customers, distribution agents & service teams to troubleshoot on unresolved grievances & queries of individual and corporate clients.

Exposure to SAP MM/ WMS ERP 6.0-EHP 6(SAP SERVER-P91) & FIORI (SAP

SERVER-P447)

Various type of reports analysis through various transaction in sap are as follows:

MB0A- inward of DC stock

MB01- Inward of supplier direct delivery stock

MB51 Inward and outward

MB52- stock report.

MB1A-consumption booking.

Multiple transaction simultaneously - SAP server of FIORI is P447.

Warehouse, Physical Inventory Modeling, Handling, Storage, Facilities Management.

Resource Strategy & Demand planning, Network planning & Scheduling, Non-seasonal & Promotional Inventory management.

Order management - Replenishment planning, Order Generation, Tracking, & Reconciliation.

Hands on Experience of SAP-R/3(ECC5), SCM, systems and efficient user to track the huge retail operations & opportunities in order to maximize the utilization & minimize the wastage.

MIS tools Pivot, Excel

STOCK AUDIT PROGRAMME:

Quarterly stock audit activities

2.5 lacs stock qty. in every singly instance

Career Highlights

Apr 2005 – Aug 2009; Pantaloons Retail India ltd, Gurgaon; Team Leader in operations

Managing entire store function and Responsibility in area 65k sq.ft.

Handling Customer Service Desk.

Maintaining proper records through tally between system report and physical.

Preparation of different MIS report.

Jan 2004 – Apr 2005; Pantaloons Retail India Ltd, Team member,Gurgaon

Store operations and Customer handling

Merchandise placed in proper order like size, color and offer wise.

Working environment SAP/R3 & REM.

Award of excellence in warehouse category and floor

Appreciation of category team – for storing material

Maintain picking and replenishment time average of 6 hrs

Sept 2001- Nov 2003; Pantaloons Retail India Ltd, Kolkata; Team member

Processing indents arising from Monthly Sales Projection

Procurement & Follow Up

Inventory Control

Cost Reduction Initiatives

Vendor Bill Processing

System operation; All documentation

Handing 35k sq.ft. operation and transportation

Education : B.Com. (Hons.) Calcutta university

D.O.B - 30.10.1977; Marital Status : Married

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