Victoria De Silva

• Managed quotations, sales orders, purchase orders, deliveries, and invoices for spare parts and interventions using the AutoCount system.
• Determined accurate prices for customer services, consistently searching for deals and best prices to meet customer budgets and enhance satisfaction.
• Acted as the interface between customers and intercompany teams in Germany and France, facilitating smooth communication and coordination.
• Collaborated with cross-functional teams to ensure the timely and accurate processing of orders and resolution of issues.
• Engaged in conversations with customers to understand their needs, resolve issues, and answer product questions, ensuring a high level of customer service.

Achievements:

• Improved the accuracy and efficiency of order processing by implementing best practices in using the AutoCount system.
• Resolved customer issues in a timely manner, enhancing customer satisfaction and loyalty.
• Developed effective solutions to address customer complaints, resulting in improved customer relations.
• Strengthened customer retention by offering discount options, leading to increased repeat business.

• Utilized SAP B1 system to manage spare part stock, including handling quotations, sales orders, purchase orders, delivery orders, invoices, returns, inventory, shipping and customs.
• Managed installed base structure and general data for installed base and its components, ensuring accurate and up-to-date records.
• Administered Map-solution for installed units and service contract management, including structuring, renewal, and data management.
• Generated invoices for all activities in LCS, such as service calls, support calls, and service contracts and supported Finance department in collecting invoices and following up on payments.
• Provided support to Kardex Certified Agents and partners addressing their needs and ensuring effective collaboration.
• Handled incoming communication via phone and email, managing customer inquiries and complaints with a client-focused approach.
• Planned preventive maintenance in accordance with service contracts, scheduling technicians for maintenance, repair, relocation, dismantling, and new machine installation.
• Ensured all spare parts warranty claims were handled and processed in coordination with the Germany headquarters.
• Conducted LCS customer satisfaction surveys for the country/region and managed monthly reporting and forecast administration.

Achievements:

• Improved spare parts inventory accuracy by implementing a more robust tracking system, reducing discrepancies by 25%.
• Successfully managed a high volume of orders and customer inquiries, maintaining a customer satisfaction rating of over 90%.
• Streamlined the spare parts ordering process, reducing lead times by 15% and increased sales.
• Played a key role in enhancing service contract management, leading to a 10% increase in contract renewals and customer retention.

• Created both reactive and initial quotes according to Juniper policy using SAP, CRM and Salesforce, ensuring adherence to expected KPIs.
• Maintained quote documentation with accurate pricing and configurations, supporting the sales team with precise and up-to-date information.
• Ensured the integrity and accuracy of client and internal information within databases, regularly updating CRM system to reflect the latest data.
• Collaborated with sales and operations teams to streamline the quotation process, ensuring timely delivery and accuracy of quotes.

• Monitored daily attendance and movement of factory workers and contract employees ensuring compliance with company policies and procedures.
• Prepared monthly manpower reports consolidating performance evaluations, attendance statistics, overtime records, and punctuality metrics for permanent employees.
• Created memos, notices, and conducted briefings to promote a safe working environment for all employees.
• Scheduled meetings for managers and directors, prepared refreshments, and documented meeting minutes to facilitate effective communication and decision-making.
• Managed executive and company visitor travel arrangements including flight bookings, hotel accommodations, and catering.
• Organized company events such as annual dinners, sports events, and outings, ensuring smooth coordination and execution.
• Handled recruitment activities including posting job vacancies, screening resumes and coordinating interviews.
• Conducted Basic English training sessions for factory workers weekly.

• Generated daily sales leads and managed customer service using SQL system for order management and customer inquiries.
• Cold calling, processed orders and coordinated deliveries.
• Processed daily orders and responded to fresh inquiries promptly.

• Managed incoming calls professionally, providing efficient assistance and directing inquiries to appropriate personnel.
• Support Operations department in order processing, shipment follow-up, and invoicing.
• Prepare Sales Orders, Delivery Orders, Invoices, Purchase Orders, and other relevant documents.
• Conduct quantity and visual checks on incoming shipments to ensure accuracy.
• Coordinate delivery of orders and verify goods against delivery orders.
• Participate in periodic stock checks and assist with inventory management.
• Liaise with customers and suppliers as required to facilitate smooth operations.
• Perform any additional clerical duties as assigned.

• Conducted market research, cross-promotion, and brand awareness activities to drive sales.
• Developed and implemented effective advertising strategies, resulting in increased membership sales.
• Collaborated with sponsors to enhance marketing efforts and reach a broader audience.

• Greet and welcome visitors in a professional and friendly manner.
• Answer and direct phone calls promptly and accurately.
• Manage the reception area, including maintaining office supplies, uniforms and equipment.
• Distribution of all incoming mail to recipients.
• Ensure that all outgoing mail through post/courier is sent out in a timely manner.
• Assisted in organizing company events, meetings and writing minutes.
• Provided administrative support to executives and staff.