Customer Service Representative

Professional Summary

Having * years of total experience in Inventory control specialist, CSR/CRR departments with SAP system knowledge and other data base knowledge as an end user experience on OTC and P2P full cycle process.

Very good exposure on having to understand the business process and system functionality expertise to support on P2P Process ( Procurement to Pay cycle) and OTC ( Order to Cash cycle).

Follow correct business process to communicate with corresponding teams to solve problems, get the information needed for an inquiry, and ensure all process takes place in timely manner.

Excellent written oral and interpersonal communication skills

Extensive knowledge and identify opportunities and enhance and improve daily activities.

Good understanding of inventory control policy and Customer support procedures

Experienced with training personnel in inventory control/Customer support procedures

Able to anticipate inventory needs and submit orders

Having good knowledge computer application and database tracking and entry skills

Excellent record-keeping and filing skills

Able to Strong analytical, problem-solving and decision-making skills

Gained good experience as Good team player, Self-Motivated.

Educational Background

Graduation in commerce from Osmania University, Hyderabad, India

Master Diploma in computer applications from Bureau of Data processing systems Ltd (BDPS)

Key Skills

End user Platform Talley, SAP system knowledge and various data base systems

Software Languages Pascal, C and C++, ORACLE

Operating Systems Windows 98/NT/2000/XP, UNIX, MS DOS

Application software MS Office (Word, Excel), MS PowerPoint

Client: Ion Exchange India Ltd, Hyderabad, India

Duration: Jan 2007 to Sept 2009

Role: Customer service representative/Inventory control specialist

Responsibilities#

Good experience/knowledge gained in Procure to pay cycle (P2P) and Order to cash (OTC) process.

Having good Experience working on P2P cycle process coordinating with concerned departments like different types of creating STO (internal and external), Vendor POs (Subcontract POs and Consignment POs), plan the load/Transportation, Dropping delivery note (delivery time, BOL), Goods issue postings, Goods receipt postings and invoice.

Having good experience working on OTC cycle coordinating with concerned departments like different types of creating customer orders, return orders, Refusal orders, Salvage orders, Donation orders, Landfill/Secure disposal orders, Plan the load/Transportation, Dropping delivery notes (Delivery time, BOL), Goods issue postings and Invoice.

Monitor and validate all transactions of company-owned and contracted manufacturing facilities to ensure accurate inventory reporting and timely postings in SAP systems.

Implemented developed and maintained inventory control policies and procedures.

Ordered and tracked inventory on hand.

Kept careful track of inventory via database systems and anticipated inventory needs when ordering.

Conducted training of personnel on inventory control procedures and policy.

Responsible for preparing detailed month-end analysis reports for complex manufacturing facilities.

Responsible for inventory reconciliation, resolution of disputed shipments and the analysis of the financial impact

Creates, Analyzes, and communicates monthly inventory reports and sales trends to appropriate team members, which has assisted multiple cross-functional teams

Excellent written oral and interpersonal communication skills

Having Good organization skills, time management skills, Customer focused, Team Player.

Client: MODI XEROX INDIA LIMITED, Hyderabad, India

Duration: Oct 2005 to Dec 2007

Role: Customer service Representative

Responsibilities#

Participating in business integration discussions, recognizing where there are changes impacts and help to resolving the Gap Analysys.

Very good exposure on having to understand the business process and system functionality expertise to support, OTC Process ( Order to cash cycle process), variuos types Customer orders process, function related Inventory management, Load plan process, dropping delivery note on deliver time and shipment posting and invoicing in businessprocess of SAP and related system Environment.

Greet and address customers in a friendly and respectful way.

Deliver prompt and professional solutions for customer inquiries via phone, email, online chat etc.

Handle dissatisfied customers in a polite and professional fashion.

Direct or route customer calls to appropriate personnel for assistance.

Maintain documentation of customer inquiries and responses for future reference.

Maintain broad knowledge of all company products, services and promotions.

Maintain procedures and processes for first level problem determination.

Very good interest to follow of 5 behavior skills of Organization communaction excellence methodologies. Speak up, Mindful, Involvement, follow the rules, caring of Environment.

Ability in effectively communicate with individuals at all levels of the organizations, and strong interpersonal and written skills.

Interact/coordinate with other 3rd party system teams to be in place all postings like Goods issue in timely manner.

Return customer calls in a timely manner to ensure customer satisfaction and have a hands on and “let’s get it done” attitude

Outstanding customer focus including attributes of empathy, compassion, and service orientation

Strong analytical, problem-solving and decision making skills

Client: PARLE INDIA Ltd, Hyderabad, India

Duration: June 2003 to Sept 2005

Role: Inventory coordinator specialist

Responsibilities#

Implemented developed and maintained inventory control policies and procedures.

Ordered and tracked inventory on hand.

Kept careful track of inventory via database systems.

Anticipated inventory needs when ordering.

Conducted training of personnel on inventory control procedures and policy.

Responsible for preparing detailed month-end analysis reports for complex manufacturing facilities.

Responsible for inventory reconciliation, resolution of disputed shipments and the analysis of the financial impact

Monitor and validate all transactions of company-owned and contracted manufacturing facilities to ensure accurate inventory reporting and timely postings in SAP.

Review manufacturer's shipment disputes and inventory adjustments, and analyze the financial impact to company.

Interact closely with different divisions and management levels at company warehouse and manufacturing facilities through verbal and written communications

Identify and implement process improvements and facilitate cross-functional meetings to resolve open issues.

Review and present bad goods data alongside financial impacts to each different division on a quarterly basis.

Track record of over-achieving quota

Strong phone contact handling skills and active listening

Familiarity with P2P systems and practices

Customer orientation and ability to adapt/respond to different types of characters

Excellent communication and presentation skills

Ability to multi-task, prioritize, and manage time effectively

Client: ATCOM INDIA Ltd, Hyderabad, India

Duration: Dec 2001 to May 2003

Role: ELECTRONIC DATA PROCESSOR analyst (EDP)

Responsibilities#

Provides support and maintenance to local area computer networks (LAN) and ensures that the network runs smoothly and remains connected at all times.

Typical duties include troubleshooting and performing disaster recoveries, as well as backing up data in the event of possible network issues or malfunctions.

The replacement of defective applications and installation of software are also common components of the position.

Design and implement virus protection, computer hardware, and system software.

Prepared document all network issues and changes, as well as confer with employees on network problems and solutions.

Manage large amounts of incoming calls

Generate service leads

Identify and assess customers’ needs to achieve satisfaction

Build sustainable relationships and trust with customer accounts through open and interactive communication

Provide accurate, valid and complete information by using the right methods/tools

Meet personal/customer service team sales targets and call handling quotas

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents

Follow communication procedures, guidelines and policies

Take the extra mile to engage customers

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