Vikas Chavan
Thane
Summary
Possessing strong work ethics, positive attitude, pro-activeness and ability to work effectively in both independent and team situations with positive results. Background includes handling operations, managing development and training of process new recruits with overall experience of 10+ years in all vital areas of Oder to Cash (operations). Excellent interpersonal skills, effective verbal communication, strong team player, enjoy working in dynamic circumstances. Ambitious and flexible with an ability to adapt to changing environment and working in Ambiguous situations. Quick learner, able to grasp new ideas, concepts and methods.
Overview
13
13
years of professional experience
Work History
Complaint Process Specialist
Dow Chemical International Private limited
Mumbai
07.2024 - Current
- Handling daily customer complaints for LAA region PM&C business, All customer distinctions
- Closely monitoring aged QN’s, along with stall QN’s.
- Rigorously follow business and regional SOF to handle complaint effectively.
- Represents the business ISC in front of the Area Commercial teams and customer care centres monthly meetings.
- Taking rigorous follow-up with stake holders to get action completed to achieve delivery of the target service levels in the Area of scope, Service QNs and days to close.
- Providing cross regional support and helping stake holders with process knowledge, training (CSS on compliant process) thus creating/maintaining a culture in the businesses where every employee is generating value for the customers and for Dow
- Working with BCQ to implement the defined plans and actions in support of business needs.
- Works closely with leveraged support functions (in particular Customer Service, Logistics including outplants, Procurement) to ensure the business requirements are most effectively met
- Leads collaboration projects with strategic customers to reduce waste in the E2E Supply Chain and enhance customer and supplier collaboration
- Networks with other Supply Chain Quality Leaders to optimize operations and leverage best practices globally
- Ensures effective design, implementation, and deployment of the cross functional CAMP work process for the business in the Area of scope and ensure effective RCIs and minimizes rework on customer complaints
- Co-lead in Process Exceptions & Variances project which is focusing more on capturing business and region exception.
Return Order Specialist - EMEAI
Dow Chemical International Private limited
Thane
02.2020 - 06.2024
- Creation of Physical/Virtual return order and return delivery
- Returns Revisions and Revision Outbound order creation along with Returns Delivery and Rev Invoice Only Delivery and completion of GR, stock movement and GI
- Creation of Diversion Returns, Diversion Outbound/Virtual ZOR orders
- Diversion Returns Delivery, Invoice Only Del Delivery and completion of stock movement
- Creation of Sample Returns order and Returns DN
- Process single fold, two-fold and triangular STO as per requirement
- Prepared Knowledge Repository file for new updates and new scenarios
- Working as returns super user and support team Members in critical scenarios while processing QN's
- Prepare process MAP for various process
- Handling Urgent QN' on priority as per customer distinction
- Co-ordinate with various teams for Price Issue, Credit Block, Stock issue & Master Date issue
- Coordination through E-mail, Call's, teams (Dow's internal communication software) and QN's
- Providing training to new TM
- Worked on return automation project
- Working on Returns metrics dashboard automation project
- Trained team members on use of CRM tool for returns activity
- Presenting returns dashboard in CCC meeting to drive improvement
- Manage maximum Accuracy on all Task
- Stickly adherence to work process
Regional Customer Service Executive - IMEA
Henkel Adhesive Technologies India Pvt. Ltd.
01.2018 - Current
- Adhere to all Audit Compliances.
- Order Creation, Delivery & Shipment creation as per Sales PO & Material Requirement
- Order Creation Include - Sales Orders, Samples Orders, Return Orders, Schedule orders, Consignment orders, Quotations and Export Orders
- Process CCMS, Credit Note, Debit Note and Rebate
- Close Monitoring to Achieve 95% to 97% of OTIF and ECSL
- Manage 100% Accuracy on all Task & 95% SLA (Service Level Agreement)
- Handle Steering Business unit (SBU) which includes- AC, AT, AI, AG and VRM (AC- Adhesive Construction, AT - Adhesive Transport, AI - Adhesive Industries, AG- Adhesive General and VRM - Vehicle Repair & Maintains)
- Coordination through E-mail, Call's and Fresh Desk (Fresh Desk is Henkel Own Software)
- Reports Creation -: Open / Pending order reposts - Sales report Stock allocation report
- Maintain master data updating file
- Ensure all pricing activities are performed in a timely manner with high efficiency
- Co-ordination with RS, pricing co-ordinator, Credit Manager and Supply chain
- Complete tasks required to support the Order-to-Cash cycle, specific to order management, Order Receipt & Handling and Payment Receipt & Handling
- Understand and utilize optimal internal mechanisms in SAP ECC to build pricing framework that best matches the pricing strategy defined
- Maintain privacy of competitive pricing
- Sustaining quality and accuracy for all requests
- Prepared Process Map, FMEA, Knowledge Sharing File, Quality Check list
- Preparing Report-: - Utilization and Productivity report for Team
- Weekly Database report & Monthly Metrics report
- Develop Graph, Report and presentation
- Adhere to all audit requirements and SOX compliance.
- Appreciated with Performance linked Reward (PLR) by Team Leader for outstanding contribution to the organization and for being an inspiring role model for other colleagues.
Senior Process Associate
Tata Consultancy Service Pvt. Ltd.
08.2012 - 12.2017
Education
PG - Foreign Trade Management, Supply Chain Management
Welingkar Mumbai (WeSchool)
Mumbai, MH01.2023
Bachelor of commerce - Accounting
Mumbai university
Mumbai, MHSkills
- SAP SD module
- Microsoft Office - Excel
- Outlook
- Word
- PowerPoint
- Strong Communication Skills
- O2C
- Supply Chain
- Generating Report (Metrics and Presentations)
- Complaint Management
- Process improvement
Languages
- Marathi, First Language
- English, Intermediate
- Hindi, Intermediate
Accomplishments
- Bronze awards for providing excellent support to BQC and CSR
Timeline
Complaint Process Specialist
Dow Chemical International Private limited
07.2024 - Current
Return Order Specialist - EMEAI
Dow Chemical International Private limited
02.2020 - 06.2024
Regional Customer Service Executive - IMEA
Henkel Adhesive Technologies India Pvt. Ltd.
01.2018 - Current
Senior Process Associate
Tata Consultancy Service Pvt. Ltd.
08.2012 - 12.2017
PG - Foreign Trade Management, Supply Chain Management
Welingkar Mumbai (WeSchool)
Bachelor of commerce - Accounting
Mumbai university
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