Poonam Saini
Sydney
Summary
Seasoned Customer Service and Order Fulfilment Manager bringing years in order desk, sales management, and support. Skilled people motivator with proven leadership abilities to go extra mile. Enthusiastic individual with superior skills in working in both team-based and independent capacities. Bringing strong work ethic and excellent organizational skills to any setting. Excited to begin new challenge with successful team. Resourceful and client-focused Customer Service Manager with over 10 years of experience leading teams in exceeding sales goals and customer expectations. Meticulous and results-oriented with expertise educating employees on all stages of sales cycle while recommending best options to meet short- and long-term needs. Personable relationship builder with polished communications skills.
Overview
19
19
years of professional experience
Work History
Head of Order Fulfilment
Samsung
Olympic Park
11.2021 - Current
- Exceptional stakeholder engagement and communication skills with the ability to collaborate influence and negotiate with a diverse range of internal and external stakeholders.
- Proven ability to exercise good judgement and sound decision-making in highly sensitive and complex matters.
- A strong understanding of the sector and related regulatory and statutory requirements, supported by a proven commitment to exceptional customer service.
- Upskill, coach, develop and support team on product knowledge and process and foster a culture of customer service and operational excellence.
- Focusing and ensuring that all operational compliance obligations for the company are met by working closely with Sales and Supply chain to ensure customer purchase forecasts are regularly met.
- Developed and implemented strategic plans to improve the efficiency and accuracy of the order fulfilment process.
- Monitored and managed inventory levels, ensuring accuracy and stock availability.
- Managing the inbound and outbound operation by overseeing the Order desk team and monitoring the performance of 3PL partner.
- Act as a Primary point on contact to Provide clear communication link between sales team, Customers and 3PL.
- Collaborate and cross-functional teams to identify opportunities for process improvements and implement solution to enhance efficiencies.
- Identified trends and developed strategies to improve customer satisfaction.
- Key Performing indicators metrics and customer feedback to identify areas for improvements and evaluate the team provide excellent service level to all customers to achieve delivery KPI.
- Manage the team to effectively investigate and respond to queries relating to lost, delayed and missed deliveries.
- Create alignment between the Supply Chain and Field Operations teams for optimization and performance improvement of order execution.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Utilized various software and tools to streamline processes and optimize performance.
Customer Service Manager
Philips Lighting
North Ryde
01.2018 - 10.2021
- Execute order management strategy to provide superior order fulfilment service to field operations, from order to invoice.
- FOC & POS KPI Management, with development of action plan to reduce long pending items & wastage that promotes process efficiencies.
- Assessed call centre trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
- Resolved complex customer complaints, credit and debit, while prioritizing customer satisfaction and loyalty.
- Completed special projects by using effective decision-making, critical thinking and time management skills.
- Confirmed with customers about concerns with products or services to resolve problems and drive sales.
- Monitoring individual workload and adjusting account coverage so that order volume is balanced across desks.
- Work actively with Inventory, 3rd Party Warehouse and Freight teams to ensure efficient flow of customer orders within the Core Network.
- Evaluates performance data on key metrics and provides continuous performance feedback to team.
- Manage, mentor, and develop Order Desk Team.
- Identify and drive process improvement initiatives working to improve accuracy, timeliness, and productivity within the team.
- Recommended, selected, and helped locate and obtain out-of-stock product based on customer requests.
- Investigated and resolved accounting, service, and delivery concerns.
Customer Service Officer
Philips Lighting
08.2011 - 12.2017
- Respond promptly to Customer enquiries, complaints, and aid customers in the resolution of any issues.
- Communicates effectively with teams in the program to ensure quality and timely expedition of customer requests.
- Create and implement customer service training program for new hires.
- Prepared daily, weekly, and monthly statistical reports Manage the day-to-day operations including customer service, order entry, level warehousing, budgeting, and maintaining a high level of customer satisfaction.
- Monitor and resolve order and interface issues.
- Manage orders received through email, fax and EDI and prioritize it.
- Liaise with internal contacts including sales and marketing, logistics, distribution, Propose, implement standardization for customer service processes Manage and Work Closely with Carrier Company to ensure drivers meet targeted delivery times, and communicate with customers if there are any shortages.
- Investigate any incorrect shipment claims and respond accordingly to the customers.
- Liaise with Supply team and Customers on the return of all over supplied and faulty stock in a timely manner.
- Implement any adjustments into the system to show product availability after products have been ordered from the vendors.
- Work closely with project manager and project administrator regarding project completion.
- Served as the point of contact from the beginning of the project to the end.
- Work with project team members, clients, and suppliers to coordinate activities installation and testing integration.
Customer Service Officer
Electoral Enquiry Centre
03.2011 - 04.2011
- Maintaining a high level of customer service.
- Provide exceptional customer service, information, and assistance to electors.
- Recording accurate and complete information.
- Maintaining the privacy and confidentiality of electors.
- Resolving issues or referring to appropriate area for assistance.
- Attend and respond to elector's queries in a timely and professional manner (approx.800 calls per day).
Assistant Team Leader
Novotel
Mainly
01.2007 - 01.2011
- Maintaining a high level of customer service.
- Attend the phone enquiries & provide relevant information with professional manner.
- Coordinating and mentoring team of 6 staff members.
- Bookings for functions and other parties.
- Operate Point of sale system.
- Cash Handling & Processing credit card and other payments.
- Reconciliation at the end of the day.
- Responding to customer enquiries in a professional manner.
- Clean & Maintain work area.
- Opened and closed store by processing daily paperwork, balancing register drawers, producing staffing schedules and preparing deposits.
Sales Assistant
Price line
Broadway
11.2006 - 02.2008
- Attend the customer enquiries and responding in a professional manner.
- Entering the customer's complaints and information in the system accurately.
- Direct Customers with store services.
- Maintaining the database records by using Excel.
- Operate Point of sale system.
- Processing credit card payments.
- Delivering relevant information to the customers.
- Making outbound telephone calls to the Customers to ascertain up to date contact details.
- Registration, creation, retrieval and disposal of data collected.
- Maintaining the database records.
- Routing the phone calls to appropriate division within the company.
- Processing invoices and raising purchase orders.
- Inputting data collected via phone, email and fax into the system.
Education
Masters - Business Management
University of Western Sydney
09.2008
Bachelors - Business management
Thapar College
Patiala07.2005
Skills
- SAP
- EDI
- Order management
- Customer service
- Stakeholder engagement
- Compliance management
- Data analysis
- Performance metrics
- Team leadership
- Conflict resolution
- Critical thinking
- Decision making
- Supply chain coordination
- Windows XP
- Microsoft Office Suites
- Process improvement
- Team management
- Customer satisfaction
- Cross-functional collaboration
- Project management
- SAAS
- Extended Warranty Management
- Call centre
- Logistics
- Sales
- Lean Management
- Claim and Return Management
- Continuous improvement
- Mentor
- Statistics
- Supply Chain
- Customer Relationship Management Software (CRM)
- Personnel training and development
References
Reference available upon request.
Timeline
Head of Order Fulfilment
Samsung
11.2021 - Current
Customer Service Manager
Philips Lighting
01.2018 - 10.2021
Customer Service Officer
Philips Lighting
08.2011 - 12.2017
Customer Service Officer
Electoral Enquiry Centre
03.2011 - 04.2011
Assistant Team Leader
Novotel
01.2007 - 01.2011
Sales Assistant
Price line
11.2006 - 02.2008
Masters - Business Management
University of Western Sydney
Bachelors - Business management
Thapar College