Ashish Kumar Email & Phone Number

Gurugram, Hr, In

Gurugram

Customer Support and Customer Relationship Management:• Leadership role involving managing teams that overlook global operational processes that starts from customers inquiry, sales order to delivery and invoicing. Guiding teams to ensure optimized performance against service level agreements. • Interface to distributors as India Country Manager for resolution of cross organizational operational issues related to suppliers & 3rd party. • Identifying and implementing enhancements to order management processes and tools.• Collaborates closely with all departments to ensure excellent customer service and timely delivery of all orders. • Acting as a SPOC for all escalations & complaints for our channel partners and key customers. • Handling disputes or adjustments arising in the normal course of business. • Oversee day-to-day operations of Customer Support and handing escalations• Create an Inspiring environment with an open communication culture in Customer Support function.• Customer Service and effective Customer EngagementOperations Management and Order Processing:• Manage existing pending Orders, from all sources (EDI, Fax, E-Mail, Phone) and ensure correspondence to customers about short life, sub items and ensuring that customers are informed of long backorders. • Coordination with internal teams for order processing, Customer Complaints and Query resolutions within the Turn Around time.• Handling Customer Order Cancellations as per the Delegation of Authority • Assisting in material planning as per the Customer Shelf-Life Requirement, Shipment Schedules and Purchase Order Terms• Working towards improvement of the process and highlighting issues during daily Customer Service Huddles• Ensuring that TAKT goal is met.Mentoring and Team Management:• Discover Training needs and provide coaching to the team members• Ensuring that the Level Loading in in place

Noida Area, India

Operations Management and Customer Relationship Management•Grow the efficiency of existing organizational processes and procedures to enhance and sustain the organization’s internal capacity•Develop, Implement and Maintain Operational Protocols. Support achievement of business goals by working on various projects with Cross Functional Teams •Actively pursue strategic & operational objectives. Ensure operational activities remain On Time and within defined budget•Worked to resolve Operational problems, improve operations and provide exceptional customer service•Manage timely data collection to update operations metrics to achieve productivity targets and deliver excellent customer service•Partner with Cross functional teams for improving Operational processes. Responsible for daily operational activities and coordination with various departments•Responsible for customer service, duties include answering Customer queries, Customer grievances, problem solving and client engagementBusiness Development and Client Retention•Visit potential, new and existing customers to facilitate new business. Perform client presentations articulating the value proposition of service offerings with focus on Customer Support and Customer Relations activities•Working towards Improving NPS score and reducing detractors by Customer focused strategiesSupply Chain Management•Assisting in material planning using Inventory Planning Tools. Inventory Analysis and managing Inventory Turns•Achieving Production Planning & Control as per available Inventory and Customer RequirementMentoring and Team Management•Lead, motivate and support team. Setup and implementation of career development plans for all direct reports and problem resolution.•Track Staffing requirements, hiring new employees as needed & their Induction•Maintain an environment of Trust and Diversity within the team •Established friendly yet professional atmosphere that promote customer service & respect for co workers

Noida Area, India

Coordinated with group leaders and other departments for smoothrunning of various projectsAssessed project, business development and logistics related mattersduring teleconferencesEnhanced customer relationship management in order to furtherdevelop business from existing customersEnsured packaging of deliverables according to client’s specificationsand coordination with excise and other departments for their dispatchProvided data in preparation of quarterly/annual client reviews fordesignated clientsCollated competitor data on products in different markets; trackedallied industry activities and shared with the product teamLed the preparation and distribution of MOC to client & respectivescientistsAssessed presentations

New Delhi Area, India

Streamlined sales and marketing operations, thereby achievingincreased sales growth and set targetsIdentified new markets and developing network and positioning thebrand in premium positionAppointed new business partners (Stockiest) to expand product reachin the market and coordinating with the dealers & distributors to assistthem to promote the productKept close check on the availability of stocks/ outstanding figures andensuring adherence to the defined norms of the company. Monitoringand controlling of various reportsForging relations with dealers/contacts in the market & in theinstitutionsBoosted brand value, client base and goodwill of the company in theassigned territory

Master Of Business Administration - Mba, International Business

B.Sc (Honours)-Biotechnology, Biotechnology