KRISHNA PRANNATH KALIA
Mobile: +91-982******* • Email: firstname.lastname@example.org • email@example.com
Address: Kashish Park, L - 2 Building, 6th Floor, Room No. 27, Opposite Raheja Garden, Thane (W) – 400604, Maharashtra. India.
An astute professional with over 12 years of experience in Customer Service, Order Management, Logistics, Supply Chain, Warehouse, Inventory Management & SAP ERP.
Dec 2017 - till date with Evonik Industries (German based Specialty Chemical Company), Mumbai as Assistant Customer Service Manager
Taking care of complete role and responsibilities of Order Management (Order to Cash/Order Fulfillment) in SAP ERP.
Looking after complete role and responsibility from Enquiring/ procuring the material from Vendors/Foreign suppliers by placing Purchase Orders, Taking goods receipt, Creations of Sales order, Creation of Delivery notes, Invoicing in in SAP ERP.
Completely looking after Preparing Highs Seas Sales documents. If needed.
Internal Coordination (Including Warehouse, Sales, Logistics, Finance, Overseas Collogues from Germany, Master Team for account set up in SAP)
Follow up/ Co-ordination for orders from Customers.
External Coordination with Shipping line/CHA, if any.
Managing Customers orders by placing Sales order, Updating customer on the status of shipments (Sea/Air), Generating Sales Invoice, Adjustments (if any) in SAP ERP.
Co-ordinating and arranging for local Dispatches from warehouse.
Payment follow up with customer, payment adjusted with co-ordination AR team, maintaining Days Sales Outstanding (DSO).
Helping/training new colleagues on Order Management.
Closely working with Sales team.
Arranging payment to local vendors/ foreign remittance to Foreign supplier with help of Finance Dept.
Successfully achieved Month and Quarter ends invoicing.
Bagged appreciations from Sales team for Meeting Business Needs and Outstanding contribution.
Easing out the documents requirement by giving idea of Express BL to be issued for all shipments.
Jan 2015 – Nov 17 with Ashland Inc ( US based Chemical Company), Mumbai as Customer Service Representative (Order to Cash) - Supply Chain
Currently handling and supporting India and sub-continents Nepal and Sri Lanka regions Import Orders (Indent Sales order) of Industrial Business Unit (Paints).
Handling entire order processing operations and supporting the business needs of the sales department, with strong contact with internal business partners (internal clients, other teams, colleagues) and external as well.
Coordinating with overseas counter parts Singapore, USA, Europe and China Export Regions on day to day basis for availability/ timely dispatches.
Resolving pre-shipment and post-shipment issues.
Co-coordinating with Shipping Lines/ Customers CHA (if needed) for the issues faced at Customer End at the time of clearance of cargo.
Ordering of raw materials at Free Trade and Warehousing Zones(FTWZ) in India for stocking and supplying to Customers.
Following up with customers for opening L/C’s, getting advance payment, discrepancies, if any.
Handling the issuance of Debit, Credit notes, Physical returns in SAP after appropriate Business Approval’s.
Successfully achieved Month and Quarter ends invoicing.
Bagged appreciations from Sales team & Supply Chain Manager for Meeting Business Needs and Outstanding contribution.
Achieved high level of customer satisfaction and quarterly sales targets.
Proficiently achieved constantly 100 % in Vendor performance for timely and quality supplies for key Accounts.
Developed good business relationship with Sales team which helps to smooth daily operations and finally achieving business goals.
Apr 2012 – Jan 2015 DOW Chemicals (2nd Largest US Chemical Company in the world) with TATA Consultancy Services Customer Service Representative (Order to Cash) - Supply Chain
Worked on correcting the customer commercial invoices (wide scenarios) by doing Order Management which consists of placing/executing the orders in SAP which results in creation of Credit/ Debit Invoices.
Resolved quantity discrepancies (short/over payment) on customer accounts.
Coordinated via e-mails & phone with multiple functional groups over the globe say (Credit Team, Invoicing, Logistic / Site logistic/ Planner/ Schedulers, CSR’s, CAMP & Focal Points and SME’s) to accumulate data and to resolve end customer queries.
Handled various transactions in SAP like Inventory Movements for Orders, Creating Delivery notes, posting the Goods receipt.
Overseas Co-ordinations with EMEA region.
Assisted the CSR’s in placing/ executing the fresh orders in SAP that is Order Management.
Performed the adjustments on commercial invoices under widely variable scenarios such as Physical return of materials, Physical Diversion to other customer, price corrections, product quality claims, quantity claims, transport & demurrage cost, custom duty & customer/ consignee changes.
Analyzed reasons for the errors and coaching the CSR on the errors committed with proper solution.
Received numerous accolades from the client for having met all parameters 100% YTD.
Maintained up to client metrics and respective updates in terms of achieving respective SLAs up to and above the required percentage.
Bagged a pat on the shoulder numerous times from my reporting manager for excelling in my duties.
Jul 2008 – Feb 2012 with Wipro, Mumbai as Senior Associate (Customer Service)
Worked as the part of the trainee team for the pilot batch for IL G-Corr.
Received data from the customers i.e. (request, grievances and general information).
Maintained quality of 95%, TAT of less than 5 days and an iph (issues per hour) of 25 to 30.
Updated ready and shared with the team during huddles as and when required basis
Ensured that all types of new cases are shared with the team and supervisor.
Provided high level of customer satisfaction by helping them in handling loan accounts.
Received certification from the client for being the top performer for the quarter.
Rated amongst the top quarter almost every month and was selected for second pilot batch for secured messaging which is considered to be a very sensitive queue involving direct interaction with the end customer.
Worked as the part of pilot batch for two queues starting from training till the tenure in the company.
Achieved knowledge regarding the process and maintaining quality score, IPH and TAT.
Acquired knowledge of other queues for the client by working on them and provided number of updates regarding the different queues that we work on have given exposure for me to be able to handle almost any queue in the back office space with minimal training.
Coordinated with US customer via emails and calls.
2016 2 Year Post Graduate Diploma in Supply Chain Management from DEC Welingkar Institute of Management Development & Research with First Class
2009 M.Com. from Mumbai University
2006 B.Com. from Mumbai University
Windows 98, XP, 7, MS Office 2003, 2007 (Word, Excel, PowerPoint), SAP (ERP) Sales and Distribution module.
Date of Birth: 6th January 1985
Languages Known: English, Hindi, Punjabi, Marathi & German Basic
Passport Number: M2560941 (Valid till: 29th September 2024)