Darshan Shah

About Darshan Shah

Customer Service Representative with 10+ years of experience in international order…

Experience

1. Executive - Customer Service & Order Management

   Apotex Inc.

   Apr 2024 — Present · Mumbai, IN

   Responsible for receiving, assessing and processing all Purchase Orders into SAP to ensure timely support, with strong focus on customer required delivery dates for all launch and existing orders.• Receive/process all customer inquiries and product complaints into QMS/Call Track system, ensuring appropriate details/documents are completed and triaged effectively with appropriate department to investigate, including CAPA. Responsible for follow up and maintenance of complaints accordingly. • Where required, create, and provide customized open order/backorder summaries for customers by extracting/ analyzing information while capturing short expiry dates, adherence to minimum order quantities, anticipated release dates and order status requests. In addition, liaise with customers/ departments regarding pack size substitutions and alternatives to fulfil orders where possible.• Utilize advanced problem-solving techniques to identify root causes of problems/issues and determine best course of action. This may also include mentoring colleagues in entry level role and providing support as required.• ⁠Serve as a technical specialist of SAPregarding process improvements including support of test cases andcompleting documentation as required.• Work closely with QA Recall Management and Inventory Management teams to coordinate/ communicate product recalls and ensure appropriate SOPs/procedures are followed accordingly. • ⁠Responsible for New Account Set Up,including update/maintenance and ensure documentation is filed accordingly.• Collaborate with customers and develop strong working relationships with internal departments such as Program Managers, Supply Chain, Logistics, Quality, Finance, Sales Managers etc. to ensure customer requirements are met.• ⁠Manage Import/Export authorization permits of Controlled Substance. Ensure process is followed.

Education

• National University of Singapore

  Executive Master of Business Administration (MBA)