Jitesh Shetty

About Jitesh Shetty

Experience in Customer Service,Distribution,Logistics,Pricing and Warehousing Management,handling CS activities on pan india basis for food and beverages customers,providing end to end solutions,strategically supporting sales for achieving business targets,consistently achieved OTIF target > 90%,rated high on customer complaint resolution,well versed with indirect taxes and pricing,Handled GST project system enchacements in JD Edwards,Customer Insights & Customer service excellenceSpecialties: Customer Service, Distribution,Logistics,Pricing, Project Management.

Experience

1. Customer Service Manager

   Diversey

   Feb 2006 — Present · Mumbai, IN

   End to End Management of Customer experience and operational efficienciesManage and accountable for Customer service activities for sales and customers in F&B business segment,Manage order to cash flow cycle,Communicate and roll-out customer service related initiatives within the station/ country in line with the corporate directions,Ability to manage complex situations and sometimes contradictory information, to effectively solve problems by using existing precedents or procedures, proactive on any bulk orders, and after sales support,Closely monitor customer orders and ensure on time complete order fulfilment,Monitor and take actions on Daily Backorder report, order age analysis,Providing Value added support to sales team ensuring all sales and service objectives are met through leads,opportunity or inside sales. SLA monitoring for key account. Backorder review with supply planner to prioritize urgent orders.Identify continuous improvement opportunities and to participate in super user projects utilising defined tools and techniques,Ensuring customer service levels are maintained at 95% plus,Worked on customer delight project an initiative to streamline the processes in consultation with regional sales head,Ability to document and publish root cause analysisOrienting new sales team members on Diversey customer service policies and procedures Super User for JD Edwards,System Enchancements and developing Best Practices Developing cost effective solutions for operational efficiences,Sucessfully rolled out GST project System enchancements,Monthly Participate in Global super user meetings with APAC countries,Improve complaint management and per agreed SLA,Participate in VOC survey and understand customers pain points,Develop Plan to maximise customer satisfactions levels,Increase net promoter score,Customer Journey Mapping,Understanding customer journey,Designing the journey,Conducting workshop on customer Journey Mapping,Actioning the outcomes.

Education

• SIMSR - MBA

  Information Technology

  2006 — 2009

• BCOM

  Business Management