GURUPRASATH V
Customer Service Manager | Order to Cash Specialist
Bengaluru, IN.About
Dynamic Customer Service Manager and Order to Cash Specialist with over 10 years of progressive experience in manufacturing and technology sectors. Proven leader in optimizing Order-to-Cash processes, driving digital transformation, and enhancing customer satisfaction, resulting in significant operational efficiencies and a 15% reduction in processing times. Adept at cross-functional team leadership, project management, and leveraging data analytics for strategic improvements.
Work
Bengaluru, Karnataka, India
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Summary
Led global order fulfillment and customer service operations, driving significant process improvements and digital transformation initiatives across multi-regional teams.
Highlights
Achieved a **15% reduction** in order processing time by leading process improvement initiatives and streamlining workflows, significantly enhancing operational efficiency.
Spearheaded digital transformation projects, including automation and RPA systems, and drove customer engagement programs, improving satisfaction and operational effectiveness.
Directed the successful global rollout of ERP Order-to-Cash solutions, increasing operational efficiency and eliminating redundant processes.
Managed complex customer issue resolution, credit clearance, logistics coordination, and provided comprehensive business intelligence reporting to inform strategic decisions.
Mentored staff and ensured compliance with ISO 14001 and 5S standards, contributing to operational excellence and receiving executive leadership appreciation for critical migration and process transformation projects.
Bengaluru, Karnataka, India
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Summary
Oversaw global order management for multi-region operations, optimizing fulfillment processes and enhancing customer service metrics.
Highlights
Oversaw global order management for multi-region operations across US, Canada, EMEA, and LATAM, ensuring seamless and efficient order flow.
Reduced order fulfillment time by developing efficient tracking systems and proactively resolving stakeholder escalations, enhancing delivery performance.
Presented key customer service metrics at global sales meetings and established a comprehensive knowledge base, accelerating process learning and improvement.
Collaborated effectively with IT and marketing to drive product strategy, execute user testing, and improve overall process effectiveness.
Bengaluru, Karnataka, India
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Summary
Led a cross-functional team in order processing and productivity reporting, providing critical support across engineering, production, sourcing, and marketing departments.
Highlights
Led a team responsible for order processing, productivity reporting, and cross-departmental support, enhancing operational efficiency and coordination.
Managed comprehensive training and team development, successfully resolving complex non-catalogue pricing issues to maintain service quality.
Organized independent product quality testing and facilitated the transfer of advanced material management skills from international training to the India team, fostering local expertise.
Bengaluru, Karnataka, India
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Summary
Processed diverse order types and provided technical support, ensuring compliance and continuous improvement in customer service.
Highlights
Processed purchase, return, and free-of-cost orders, ensuring strict compliance with established procedures and policy standards.
Resolved escalated customer issues and actively managed customer databases for continuous improvement and enhanced satisfaction.
Provided essential technical support on product selection and regulatory compliance (NFPA20, UL/FM/ULC), ensuring customer adherence and safety.
Bengaluru, Karnataka, India
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Summary
Maintained critical materials data and supported ERP rollout, ensuring data integrity and security for order and customer information.
Highlights
Maintained and updated materials master data and Bill of Materials (BOM), implementing change order management within SAP MM.
Supported the successful ERP roll-out, collaborating closely with production and quality teams to ensure seamless integration and data accuracy.
Ensured the confidentiality and security of sensitive order and customer data, upholding stringent data integrity standards.
Skills
Customer Service & Order Management
Customer Service Management, Order to Cash (OTC) Processes, Order Management & Fulfillment, Customer Relationship Management, Sales Process Management.
Process Optimization & Project Management
Process Optimization & Change Management, Workflow Design & Analytics, Project Management (Agile, JIRA), Lean & 5S Principles, ISO 14001 Standards.
ERP & CRM Systems
SAP (MM, SD), Infor LN, Infor CRM, CPQ.
Data Analysis & Reporting
Data Analysis & Reporting, Power BI, MS Office (Excel, Word, PowerPoint).
Leadership & Development
Team Leadership & Training, Mentoring, Cross-functional Collaboration.