Vikas Kumar

Results-driven Order Management professional and Team Lead with hands-on experience in managing end-to-end order processing operations across Kuwait, India, Bahrain, Qatar, Dubai, and various regions of the UAE. Experienced in process transition and Knowledge Transfer (KT), customer order management, inventory coordination, stakeholder and client management, mailbox management, and cross-functional collaboration with P2P, AP, AR, and O2C teams. Seeking a challenging role where I can leverage my expertise in operations management, team leadership, process efficiency, client engagement, and service delivery to contribute to organizational growth while driving operational excellence and timely execution.

Lead-SCM/Supply Chain /Logistics Planner/Oracle Functional Consultant at Capgemini Tech Servs Pvt Ltd. (2011-12 – 2022-05)

EMC2 is a leading provider of IT storage hardware solutions to promote data backup and recovery and accelerate the journey to cloud computing. Transitioned and Implemented pilot project of quote management successfully with zero escalation.

• Handling escalation calls and emails/issues from requestors and different vendors/partners of EMC2
• Exposure of Oracle 11i, Outlook, Excel, Sales Force, Work Force Management & other business applications
• Comprehensive problem-solving abilities, excellent verbal and written communication skills, ability to deal with people properly, willingness to learn, team facilitator, hard worker
• Act as conduit for Logistics Support between various internal groups (Such as Field Service Engineers (CEs), Schedule & Dispatch Teams, Planning, Distribution, 3PLP's, CSHD, Unisys, Siemens, etc.) via phone, email, and internal messaging for part order availability escalations & general Logistics inquiries
• Fast paced, multi-tasking, multi-functional position using various computer and web-based applications
• Utilize EMC Parts Compatibility Database notes, part documentation, & minor technical knowledge to determine part compatibility & substitutions to fill orders
• Ensure the most-cost effective ship methods are used within the parameters of customer's service time requirement
• Monitor Global part order queues in Work force management ( WFM) & Oracle 11i environments
• Maintain the correct availability of inventory for parts and related reports
• Providing a supply chain management solution to client to procure hardware from suppliers
• Doing First Phase of transition from Oracle to WFM [Work Flow Management]
• Resolving the Incidents/Tasks appearing in Universal Queue [Oracle 11i] once assigned within the specified target time
• Ensuring the delivery of Hardware to customer through tracking down the shipment from logistics and updating the customer
• Providing floor support to entire team and ensuring to meet the SLA
• Drive continuous improvement on all related processes, work instructions, and procedures to ensure ongoing standardization and simplification

Transition team member, Team Lead at Capgemini Tech Servs Pvt Ltd. (2021-11 – 2022-05)

Jashanmal Project. Joined the Jashanmal project in January 2021 and became an integral part of the Transition Team. Relocated to Dubai as part of the Knowledge Transfer (KT) process, supporting process transition, knowledge sharing, and operational handover. Played a key role in establishing and stabilizing the Order Management process during the transition phase. Progressed to the role of Team Lead – Order Management, managing day-to-day order management operations for the Jashanmal account.

• Managed Order Management activities across Kuwait, India, Bahrain, Qatar, Dubai, and various locations across the UAE with a diverse product portfolio, including FMCG and grocery items, luggage and travel products, fragrances/scents, beauty and personal-care products, purses and accessories, home appliances, and other consumer goods
• Supported daily operations by processing customer orders based on quotations for goods received from customers
• Coordinated with the warehouse team to check product availability and inventory before processing orders
• Ensured orders were accurately processed and completed within defined turnaround times (TAT) and agreed timelines
• Interacted with senior management and onshore clients to monitor order-processing efficiency, address operational concerns, and ensure timely processing of customer orders
• Acted as a key point of coordination between onshore clients, senior management, warehouse teams, and the Order Management team to facilitate smooth order execution
• Managed the Order Management mailbox, ensuring timely review, prioritization, and response to incoming requests and order-related queries
• Coordinated with vendors, store managers, and the Marketing team to address order requirements, confirm delivery details, and ensure requisite orders were delivered within the required timelines
• Collaborated closely with P2P (Procure-to-Pay), AP (Accounts Payable), AR (Accounts Receivable), and O2C (Order-to-Cash) teams to resolve order, billing, payment, receivables, and account-related issues
• Coordinated with accounts and finance-related teams to ensure accurate processing and timely resolution of transactions impacting the Order Management process
• Monitored order status and followed up with relevant stakeholders to resolve order-related issues and minimize processing and delivery delays
• Coordinated with cross-functional teams and regional stakeholders to ensure smooth and timely order processing
• Supported issue resolution, process adherence, and operational continuity across multiple geographic markets
• Contributed to maintaining service quality and meeting operational requirements while managing a geographically diverse Order Management operation

PG diploma in PR (Public Relations) – Bhartiya Vidya Bhavan New Delhi

B.A (Hons) in Journalism & Mass communication – University of Delhi (2006)

10+2 – CBSE Board (2003)

10th – CBSE Board (2001)