SAP - SD
Kavita Kayaroganam
Customer Service Manager - Asia
12, Jalan 8/62, Bandar Menjalara
Summary
With over 10 years of experience in order management, I am currently the Customer Service Manager at Weir Minerals, a global leader in mining solutions. I hold a certification in SAP-SD, a professional diploma in purchasing and supply chain, and a Masters degree in Logistics and Supply chain management. In the current role, I manage and supervise the customer service team in Asia overseeing end to end process in 15 countries in the region. My responsibility includes ensuring customer satisfaction, inventory management, sales input and output reporting, and escalation process improvement. I use my strong analytical, communication, and people management skills to deliver high-quality service and solutions to customers in the region. Furthermore, process improvements have been made by leveraging my expertise in SAP-SD to streamline and automate the order management process, increase the on-time delivery rate, and reduce errors and costs. My mission is to optimize the customer service and supply chain operations at Weir Minerals, using my knowledge and skills in logistics, materials, and supply chain management.
Overview
10
10
years of professional experience
4
4
Languages
Work History
Customer Service Manager-Asia
Weir Minerals
4 2022 - Current
- Management and Supervision of the Customer Service Team:
- Provide leadership, guidance, and support to the customer service team.
- Conduct regular team meetings to communicate goals, strategies, and expectations.
- Offer training and development opportunities to enhance team members' skills.
- Input & Output Reporting for the Asia Region:
- Develop reporting systems to track input and output across the region.
- Analyse data to identify trends, strengths, and areas for improvement.
- Present reports to management regularly to keep them informed of performance.
- Inventory Management for the Asia Region:
- Track inventory levels and forecast demand to maintain adequate stock.
- Conduct regular inventory counts and reconcile discrepancies.
- Collaborate with suppliers to ensure timely delivery of materials.
- Achievement of Customer Support KPIs:
- Set clear Key Performance Indicators (KPIs) for the customer service team. Monitor performance against KPIs and implement corrective actions as needed.
- Focus on both financial (e.g., revenue, profitability) and non-financial (e.g., customer satisfaction) metrics.
- Sales Input and Output Assessment:
- Analyze sales data on a regular basis to identify trends and opportunities.
- Work closely with the sales team to understand market dynamics and customer needs.
- Adjust strategies and tactics based on sales performance and market feedback.
- Escalation Process for On Time Delivery (OTD) Improvement:
- Develop a clear escalation process to address issues affecting on-time delivery.
- Collaborate with logistics and operations teams to streamline processes and eliminate bottlenecks.
- Continuously monitor OTD performance and implement measures to improve results.
- Credit Management and Payment Follow-Up:
- Monitor customer accounts for credit limits and payment status.
- Coordinate with the finance department to ensure accurate and up-to-date information.
- Follow up on overdue payments and implement collection strategies when necessary.
- Quotation Management and Inventory Control:
- Ensure all quotations are entered accurately and in compliance with company policies.
- Review inventory levels regularly and adjust purchasing parameters as needed.
- Investigate and address discrepancies in inventory quantities to maintain accuracy.
- Delivery Schedule Monitoring and Document Control:
- Monitor delivery schedules and ensure timely fulfillment of customer orders.
- Create and manage commercial documents according to agreed-upon incoterms.
- File claims for defective products and process debit/credit notes as necessary.
- Procurement Management
- Negotiated contracts with suppliers to obtain favorable terms and pricing.
- Scrutinized purchasing data to identify areas for improvement and cost savings.
- Led sourcing process for new vendors to get quality products and services and mitigate risk.
- Developed strong relationships with key suppliers, resulting in improved communication, better pricing, and reliable delivery schedules.
- Employee Performance Evaluation and Feedback:
- Conduct regular performance evaluations for team members.
- Provide constructive feedback and support to help employees improve their skills.
- Identify training needs and opportunities for professional development.
Customer Service Executive
Weir Minerals
09.2018 - 03.2022
- Timely order entry for sales and purchase orders into SAP operating system in accordance with policy and procedure
- Achievement of Customer Support KPI's (financial and non-financial)
- Ensure customer reports (OTD) are generated accurately and distributed on time
- Ensure all quotations (RFQs) are entered in accordance with policy and procedure
- Escalation process - Drive to improve On Time Delivery (OTD) results by expediting and supporting logistic activities
- Verifying pricing with sales department and execute & monitor all implemented guidelines
- Follow up on customer accounts in terms of credit limits and payment, working closely with finance department for updated information
- Ensure all quotations (RFQs) are entered in accordance with Policy and Procedure Perform inventory counts and ensure all inventory is accounted for and reported according to company policy
- Maintain adequate inventory levels to meet customer demand (Safety Stock Reviews)
- Maintain Lean inventory by checking on purchasing parameters, lead times and transit times from factory's requirement and stock replenishment
- Investigate and correct discrepancies in quantities as reported in locations of all inventory (Missing inventory)
- Assess inventory output on a daily, weekly, or monthly basis to identify trends in productivity
- Monitor delivery schedule and customer orders - Delivery note creation, commercial documents to customer according to incoterm
- Control goods issue for customer - Packing, documents and shipment mode (incoterms) as agreed with customer
- File claims when defective products are discovered (Warranty/Replacement Orders)
- Process debit and credit notes wherever applicable
- Weekly Sales input/output report to management
- Inventory report - output expected on a monthly basis
- Inventory review - perform reviews to ensure safety stock levels maintained are able to support the business.
Order Management Officer
BASF
08.2016 - 04.2018
- BL draft checking (for LC orders, 3rd party supplier orders and key customer orders)
- Order creation and order transmission to supplier
- Checking on the availability of stock and material requirement with supplier (Internal BASF Plant)
- Follow up on Allocation and Material availability, production forecast and delivery reliability based on customer requested date
- Ensuring that customer is aware should there be any issues or the confirmation delivery date to be later then their requested date
- Picking/Packing and Post Goods issue of orders
- Shipment planning, follow up on shipment details, ETD/ETA and provide said information to customer
- Follow up on shipment documents based on ETD, provide full documents based on country/custom requirement
- Based on payment terms, provide billing documents, i.e invoice,credit memo,debit memo
- DA/DP and LC payment terms, follow up documents and invoicing with HSBC (Appointed Bank
- Cash in Advance payment, process payment and provide proof of payment to finance team to release block in order for further processing
- Manage Insurance Certificate (if necessary)
- Collection of Original Bill of Lading and other documents from goods suppliers
- Provide full and accurate required documents to internal and external customers
- Upload / maintain documents in SAP for audit trail
- Register all and follow-up with all non-conformances in the NCM system
- Chase the investigators to ensure a quick and efficient response
- Participate proactively in new workflow for on time & accurate documents
- Service contact for assigned countries - monitor order status and provide update information to the countries
- Ensure that delivery capability and reliability of all orders
- Verifying pricing with Marketing and execute & monitor all guidelines implemented
- Process debit and credit notes wherever applicable (BU) Additional Task.
Senior Documentation Specialist
A.P. Moller - Maersk
01.2014 - 05.2016
- Handling Inbound and Outbound calls with customers and suppliers
- Handling multiple accounts under Ocean freight
- Documentation by confirming Bill of Lading as well as invoicing to supplier
- Checking on all information on KEWILL making sure that system is running well
- Handling all SOA ( Statement of Accounts) and clearing all payments making sure that companies goals and profits are still met
- Handling disputed invoices from suppliers/shippers
- Checking and confirming rates with sales personnel
- Giving back up support for booking agents and receiving shipping instructions
- Placing bookings with liners and checking on suitable availability
- Experienced in handling CIF and FOB shipments
- Also handled console shipment and LCL shipments dealing with Vanguard Logistics
- Extensive knowledge in handling trade lanes like china and colombo
- Handling up to a total of 30 to 40 shipments a week depending on volume
- Mentoring new employees on customer requirements and monitoring progress by providing time to time reviews and hands on training.
Education
Masters In Logistics And Supply Chain Management - Logistics And Supply Chain Management
UCSI University
Kuala Lumpur 09.2022 - 2023.05
Profesional Diploma in Purchasing and Supply Chain - Logistics, Materials, And Supply Chain Management
Universiti Teknologi Malaysia
Kuala Lumpur 01.2018 - 2019.04
Certification - SAP SD, Sales and distribution
SAP Malaysia
Kuala Lumpur 01.2017 - 2018.04
Bachelor of Science - BS - Biotechnology
Monash University Malaysia
Selangor 01.2009 - 2011.04
Cambridge A'Levels - Science
Sunway College
Selangor 01.2007 - 2009.04
High School Diploma -
Methodist Girls School, Ipoh
Ipoh, Malaysia 04.2001 -
Skills
Work Planning and Prioritization
undefinedTimeline
Masters In Logistics And Supply Chain Management - Logistics And Supply Chain Management
UCSI University
09.2022 - 2023.05
Customer Service Executive
Weir Minerals
09.2018 - 03.2022
Profesional Diploma in Purchasing and Supply Chain - Logistics, Materials, And Supply Chain Management
Universiti Teknologi Malaysia
01.2018 - 2019.04
Certification - SAP SD, Sales and distribution
SAP Malaysia
01.2017 - 2018.04
Order Management Officer
BASF
08.2016 - 04.2018
Senior Documentation Specialist
A.P. Moller - Maersk
01.2014 - 05.2016
Bachelor of Science - BS - Biotechnology
Monash University Malaysia
01.2009 - 2011.04
Cambridge A'Levels - Science
Sunway College
01.2007 - 2009.04
High School Diploma -
Methodist Girls School, Ipoh
04.2001 -
Customer Service Manager-Asia
Weir Minerals
4 2022 - Current
Accomplishments
- Achieved 95% On time delivery through effectively helping with managing escalations and sourcing issues.
- Successfully recruited and trained 8 new customer service representatives.
- Used Power BI to develop inventory tracking spreadsheets.
- Achieved lean processes within the region by introducing logistics helpdesk for repetitive tasks.
Software
SalesForce
Power BI
Microsoft Share point Design
Microsoft Excel
Additional Roles - Weir
- SAP integration team
- Key User - Quote to Cash
- Key User - Procure to Pay
- Change Management - Weir Business System (WBS)
- Change Management - SalesForce
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