Rahul Kumar
Noida
Summary
Results-driven Manager with a decade of experience in Operations and Supply Chain Management. Proven track record of optimizing processes, reducing costs, and increasing efficiency across inventory management, warehousing, customer support, and distribution. Skilled in managing cross-functional teams and leveraging technology to streamline operations. Seeking a challenging role in Warehouse Operations and Supply Chain Management where I can leverage my skills and experience to drive success.
Skilled supply chain management professional with deep expertise in logistics, procurement, and inventory control. Proven track record in optimizing processes, reducing costs, and ensuring seamless operations. Strong focus on team collaboration, adaptability, and delivering measurable results. Adept at using technology and data analysis to drive efficiency and support strategic decision-making.
Overview
9
9
years of professional experience
Work History
Assistant Manager
Yuantai International SCM Pvt. Ltd.
07.2023 - Current
- Led forward dispatch operations, ensuring 100% dispatch accuracy, timely picking, packing, and QC handover of shipments to logistics
- Managed inventory of 4,250 SKUs and 600,000 units of stock, ensuring accurate stock levels and efficient distribution
- Effectively handled forward process escalations, ensuring all issues were resolved within SLA
- Supervised the receipt and validation of returned shipments, ensuring all returns were properly inspected and logged
- Led the IQC process, maintaining compliance with SLA targets for return shipments
- Managed GRN creation in the system within the required TAT, ensuring timely updates and tracking
- Coordinated with Supply Chain, ASPs, and clients to address reverse process escalations, ensuring efficient problem resolution
- Ensured that client requirements were met by monitoring and optimizing processes for both forward and reverse operations
- Collaborated with internal teams and clients to ensure quality service delivery and swift resolution of operational issues
SCM - Assistant Manager
Shellz India Pvt. Ltd.
04.2023 - 07.2024
- Company Overview: FMCG Company
- Managed a high workload with a consistent record of achieving deadlines and productivity targets
- Developed a system that successfully increased time productivity within the company by 100%
- Ensured that all complaints and queries were resolved within SLA and forwarded tickets related to complaints and inquiries to the concerned department while following up to ensure tickets were closed within SLA
- Improved customer satisfaction scores through superior conflict resolution and problem-solving skills
- Worked with senior developers to manage large, complex design projects for customers and was responsible for identifying and managing risks, issues, and dependencies
- FMCG Company
AM- Operations & SCM
KRS Multipro Pvt. Ltd.
11.2021 - 04.2023
- Company Overview: FMCG Company
- Used behavioral-based coaching techniques to enhance the productivity and performance of both individuals and teams
- Regularly communicated performance-related feedback and conducted performance evaluations
- Managed courier partners by addressing exceptions in different zones, reporting them to the manager, and taking action to improve delivery services
- Managed delivery pin codes by marking them in grey or black based on courier performance
- Settled monthly claims with courier partners for damaged or lost shipments and freight charges, as well as for RTO with fake exceptions
- Managed the LTL Panel of Delivery and raised claims for daily lost/damaged shipments
- Monitored inventory using over 1,300 radio-frequency tags and 850 barcode scanners, optimizing picking systems by 40%
- Renegotiated contracts and eliminated obsolete vendor parts, leading to a 90% improvement in customer service satisfaction ratings
- Developed an order entry system handling over 2,800 consumer orders through phone, SMS, and email, resulting in a 99% improvement in the accuracy of customer records
- FMCG Company
Assistant Manager
Glaze Trading India Pvt. Ltd.
09.2016 - 10.2021
- Company Overview: FMCG Company
- Monitored daily reports related to order approval, non-pickup shipments, shipments where SLA had been crossed, and shipments returned to origin (RTO)
- Provided end-to-end high-level customer order tracking
- Managed courier partners by analyst exceptions and shared this information with the reporting manager
- Took action to improve delivery services based on this feedback
- Managed delivery pin codes, marking them grey or black based on courier performance
- Settled monthly claims with courier partners for shipments lost, damaged, or with freight charges associated with them (RTO with fake exceptions)
- Controlled threshold, attrition, and shrinkage, and monitored employee attendance to maintain a well-functioning work environment
- Achieved 98% of monthly call quality targets and maintained AHT, with answered calls reaching 98 to 100% productivity
- Achieved C-SAT and A-SAT ratings of 95%
- FMCG Company
Customer Support Specialist
Arvato Bertelsmann Marketing Service India Pvt. Ltd.
11.2015 - 09.2016
- Company Overview: Service-Based
- Received and managed incoming calls related to customer complaints and queries
- Effectively handled escalated and upset calls, resolving complaints regarding orders, shipments, and claims
- Ensured timely follow-up and optimized eBay systems
- Assisted customers with inquiries and concerns through 40 calls and 20 emails
- Service-Based
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
Education
MBA - Operations Management
Emperial Institute of Management Science & Research
New Delhi06.2018
BSc - Computer Science
Karnataka State Open University
Buxar12.2011
ISC - Math Science
M.V. College Buxar
Buxar, Bihar03.2008
Skills
- Inventory management
- Dispatch operations
- Quality control
- Logistics coordination
- Process optimization
- Performance monitoring
- Data analysis
- Problem solving
- Supplier management
- Warehouse organization
- Regulatory compliance
- Shipping and receiving
- Warehouse operations
- Inventory and stocking
- Order picking and processing
- Employee safety
- Order fulfillment
- Staff management
- Warehouse layout optimization
- Workflow coordination
- Team building and leadership
- Warehouse logistics
- Logistics
- Documentation
- Operations planning
- ERP software
- Cost reduction
- Vendor relationship management
- Stock control
- Storage management
- Distribution and warehousing
Accomplishments
- Received an Appreciation Award at Talkatora Stadium in Delhi for improving customer satisfaction and SCM operations.
- Awarded a bronze medal in the project efficiency program for developing a complaint-tracking process that reduced costs and improved tool utilization.
- Created CTI to identify the nature of complaints and queries.
- Increased time productivity within the company by 100%, improved customer satisfaction scores, and achieved a 98% customer service satisfaction rating.
- Optimized picking systems by 40% and developed an order entry system that resulted in a 99% improvement in the accuracy of customer records.
Languages
Hindi
Bilingual or Proficient (C2)
English
Advanced (C1)
Personal Information
- Father's Name: Late Deepak Kumar
- Date of Birth: 11/12/91
- Marital Status: Single
Timeline
Assistant Manager
Yuantai International SCM Pvt. Ltd.
07.2023 - Current
SCM - Assistant Manager
Shellz India Pvt. Ltd.
04.2023 - 07.2024
AM- Operations & SCM
KRS Multipro Pvt. Ltd.
11.2021 - 04.2023
Assistant Manager
Glaze Trading India Pvt. Ltd.
09.2016 - 10.2021
Customer Support Specialist
Arvato Bertelsmann Marketing Service India Pvt. Ltd.
11.2015 - 09.2016
MBA - Operations Management
Emperial Institute of Management Science & Research
BSc - Computer Science
Karnataka State Open University
ISC - Math Science
M.V. College Buxar
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
CRM
WMS
RCSM
SAP
ERP
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