Debashish B

Assistant Manager

Yokohama • Full time

Sep 2024 - Present • 1 yr 11 mos

Manage a dedicated portfolio of 15+ European customers as primary point of contact for sales escalations, supply disruptions, pricing disputes, order management, and service delivery issues. • Own end-to-end Order-to-Cash (O2C) operations including order processing, order fulfilment, order confirmations, pricing coordination, credit/debit note processing, and AR management. • Collaborate cross-functionally with Customer Service, Supply Chain, Finance, and Receivables teams to meet customer commitments and ensure seamless global order management. • Coordinate with the pricing team to obtain approvals and upload prices in SAP SD, ensuring compliant, error-free order execution and proactive resolution of pricing disputes. • Analyze sales data and operational KPIs to generate actionable insights and present dashboard-driven reports on backorders, overdue shipments, and AR status via Microsoft Teams. • Lead 5-member customer operations team, enforcing SLA adherence, and timely resolution of customer support issues. • Manage customer support escalations through Zendesk/Helpdesk, ensuring timely ticket resolution, high customer satisfaction, and continuous process improvement. • Oversee dispatch and order fulfilment of ~1,600 tons/month (≈180 containers), ensuring regulatory compliance and on-time delivery commitments. • Deliver pre-sales and post-sales support driving revenue operations of ~90,000 EUR through effective cross-selling and upselling. • Represent the sales function in customer review meetings, audits, and internal assessments, providing accurate operational data and performance insights. • Lead initiatives to automate workflows and improve internal communication, leveraging Microsoft Copilot and productivity tools to streamline global operations.

Senior Executive

Galaxy Surfactants Limited • Full time

May 2023 - Sep 2024 • 1 yr 4 mos

Managed customer service and order management operations for 7 key international customers, acting as single point of contact across sales, logistics, finance, planning, freight forwarders, and customers. • Led global order dispatch planning and order fulfilment by coordinating with supply planners, dispatch planning, and warehouse teams to ensure timely execution of international orders. • Partnered with demand and supply planning teams to manage orders exceeding S&OP allocation, balancing customer commitments with operational capacity. • Owned SAP master data management (material and customer), ensuring 100% transaction accuracy and streamlined end-to end order-to-cash processing. • Oversaw preparation and coordination of purchase orders, quotations, sales orders, proforma invoices, export documentation, and return orders. • Strengthened global logistics execution by building strong partnerships with freight forwarders, ensuring compliance and on-time delivery. • Resolved escalated customer support issues including supply disruptions, documentation errors, and delivery delays through proactive stakeholder communication.

Senior Operations Executive

BYJU'S • Full time

Oct 2018 - Jun 2021 • 2 yrs 8 mos

Provided end-to-end customer support by coordinating with customers, vendors, logistics, and internal teams for smooth order execution and issue resolution. • Prepared daily operational reports and highlighted critical issues to management, supporting timely decision-making and escalation handling. • Executed order scheduling and cost-benefit analysis, ensuring orders were processed per customer requirements. • Maintained and updated backorder status and tracked incoming work items to support inventory visibility and productivity monitoring. • Processed Product Quality Reviews (PQR) and supported initiatives to improve the Customer Satisfaction Index (CSI).