Sumita Gangisetty

Results-driven Supply Chain and Order Management professional with 9+ years of experience in customer operations, order processing, and cross-functional coordination. Skilled in managing end-to-end order lifecycle, vendor/customer communication, and resolving escalations to ensure high service levels. Proven ability to improve KPIs such as STR, CES, and FCR while enhancing operational efficiency and customer satisfaction.

Experienced in CRM tools like Salesforce and supply chain workflows including scheduling, fulfillment tracking, and issue resolution.

Customer Service Associate IV - TE Connectivity India Pvt Ltd

(2024-01)

• Act as the central point of contact for customers, handling daily inquiries and ensuring timely resolution of issues.
• Maintain proactive communication with internal teams and external stakeholders to resolve open and upcoming matters efficiently.
• Built strong customer relationships, improving satisfaction and repeat business.
• Reviewed quotes and order requirements, ensuring accuracy and alignment with customer expectations.
• Created and managed scheduling agreements to support demand planning and fulfillment.
• Monitored order workflows, cleared system blocks, and ensured smooth processing of critical shipments.
• Tracked shipments and coordinated with logistics teams to ensure timely delivery.
• Monitored critical orders and proactively addressed delays or risks in the supply chain.
• Managed customer escalations related to pricing, quality issues, and delivery delays.
• Collaborated with cross-functional teams (quality, logistics, procurement) to resolve issues efficiently.

Sls Supt Mgmt Coordinator IV - HP Inc.

(2015-01 - 2024-12)

• Responsible for order processing and fulfillment in B2B Portal / SAP as per customer requirement. Working with internal stakeholders to resolve the issues.
• Allocating the purchase orders based on region in FIFO basis. Reviewing the quality of electronic orders logged by customers through E-Portals
• Sales Order creation – Order entry into the system upon completion of PO Cleansing.
• Hold Releasing – Removing the block codes on orders due to varied reasons which hold the orders from dropping to production.
• Invoice Release – Generating the Invoices to the Customers
• Quality Checking on Order is rightly placed and completed.
• Internal Quality check on each order to avoid Customer errors/escalations. Following up with customer and responding to the queries on time within the TAT
• Handling process updates whenever there is a change in the process.
• Training new hires on Order Management process (APJ region). Closely working with operation excellence team during any enhancement or automation.
• Escalate to team leads or supervisors as necessary.
• Analyzed metrics reporting and data to monitor sell-thrus, on-time/right quantity shipment deliveries, order fulfillment, and product inventories.
• Partnered with key stakeholders to onboard new customers.
• Strong customer service, communication, and teamwork skills. Professional demeanor to maintain and enhance relationships.
• Good knowledge of operational quote to cash business processes
• Strong knowledge of general sales procedures, pricing, letter of credit, and terms of payment
• Involved in setting up process and documentation for functionalities which were customized as per clients.
• Managed the inflow of requests, distribution, and delivery of the same across work force.
• Manage Hardware and Software orders for EMEA Region, using Tools- Oracle ERP and Siebel.
• Maintaining 100% quality on Order entry with quick turnaround time.
• Work closely with sales team to identify issues and discuss & resolve the same to continuously improve Sales and Customer experience.
• Also, handle other responsibilities of sending reports of the Open orders having issues to ensure meeting the SLA.
• Drive queue movement to contribute towards better turnaround time by sending hourly Queue counts, creating visibility around across the team.
• Work closely with Cross Functional Teams in maintain customer records in Oracle.

Order Management Specialist-I - Juniper Networks Pvt Ltd

(2014-01 - 2015-12)

• Manage Hardware and Software orders for EMEA Region, using Tools- Oracle ERP and Siebel.
• Maintaining 100% quality on Order entry with quick turnaround time.
• Work closely with sales team to identify issues and discuss & resolve the same to continuously improve Sales and Customer experience.
• Also, handle other responsibilities of sending reports of the Open orders having issues to ensure meeting the SLA.
• Drive queue movement to contribute towards better turnaround time by sending hourly Queue counts, creating visibility around across the team.
• Work closely with Cross Functional Teams in maintain customer records in Oracle.

Graduation - Commerce - Lala Lajpat Rai College, Mumbai (2005-01)

10+2 - Lala Lajpat Rai College, Mumbai (2002-01)

SSC - St. Anne's Girls High School, Maharashtra State Board (2000-01)