SAP SD/CRM Senior Functional Consultant - Parts Town LLC - Addison, IL, USA
(2024-10)
Parts Town LLC is a leading North America-based distributor of genuine OEM foodservice, HVAC, and appliance replacement parts, specializing in high-volume e-commerce, same-day shipping, and fast order fulfillment operations.
- Played a key role in SAP ECC to S/4HANA migration for end-to-end OTC processes, including Customer Master to Business Partner conversion, pricing validation, output migration, and order-to-cash regression testing; supported cutover execution and post-go-live hypercare stabilization.
- Collaborated with business stakeholders and CRM teams to perform AS-IS/TO-BE analysis across SAP SD, gather requirements, and deliver functional specifications; worked closely with ABAP and middleware teams (SAP CPI/PI) to ensure seamless integration across CRM and backend systems.
- Configured complex OTC scenarios including third-party order processing, inter-company billing, consignment stock, and cross-company sales transactions, along with CRM-to-SD order replication via middleware for integrated process execution.
- Configured and optimized SD and CRM pricing procedures, including condition techniques, access sequences, and customer-specific pricing agreements to ensure pricing consistency across CRM front-end and S/4HANA backend.
- Implemented SAP Variant Configuration (VC) for configurable products using KMAT materials, characteristics, and object dependencies, enabling real-time product configuration and ensuring accurate BOM explosion during sales order processing and delivery execution.
- Integrated VC with SD pricing, enabling variant-based pricing conditions to ensure accurate order-to-cash processing and reduced manual intervention in pricing determination.
- Resolved SAP Variant Configuration (VC) issues, including configuration inconsistencies, object dependency errors, and BOM determination problems across sales and delivery processes, ensuring smooth end-to-end order execution.
- Resolved EDI/IDoc and CRM middleware issues, including failures in order (850), order confirmation (855), ASN (856), and invoice (810) messages, along with CRM-SD data inconsistencies.
- Delivered L3 production support for SAP SD & CRM landscapes, resolving issues related to pricing discrepancies, billing errors, delivery blocks, ATP failures, IDoc errors, and order replication issues.
- Led data migration activities to S/4HANA using LSMW, BAPI, and SAP Data Migration Cockpit (LTMC) for customer master, material master, open sales orders, and pricing condition records.
- Executed comprehensive testing strategies including Unit Testing (UT), System Integration Testing (SIT), User Acceptance Testing (UAT), and regression testing for SAP SD and CRM processes in S/4HANA environment.
- Configured and supported SAP CRM Sales module including activity management, opportunity pipeline, and quotation-to-order flow with seamless replication into SAP SD via CRM middleware (CRM-SD integration).
- Managed SAP CRM Service module configuration covering service orders, complaints, and returns, ensuring end-to-end service-to-cash process integration with SAP SD billing and ECC backend.
- Supported SAP CRM–ECC/S/4HANA integration processes including Business Partner synchronization, middleware monitoring, and resolution of CRM-SD data inconsistencies for smooth lead-to-cash execution.
- Configured SAP CRM Interaction Center (IC) settings to support inbound customer service scenarios, linking IC activity records to SD sales and service order processing for unified OTC visibility.
SAP SD Functional Consultant - Alcami Corporation - Durham, NC, USA
(2023-11 - 2024-09)
Alcami Corporation is a leading pharmaceutical Contract Development and Manufacturing Organization (CDMO) providing drug product manufacturing, analytical laboratory services, packaging, labeling, and cGMP-compliant storage solutions for pharmaceutical and biotech clients.
- Worked closely with business users to gather requirements, conduct UAT (User Acceptance Testing), and provide post go-live support and hyper-care stabilization.
- Translated business requirements into detailed Functional Specification (FS) documents for ABAP developments and enhancements.
- Provided L2 production support, resolving high-to-low priority tickets related to pricing errors, billing discrepancies, delivery failures, IDoc issues, and tax configuration problems.
- Executed mass uploads and maintained SD configurations, including route determination, shipping point determination, and pricing condition records, supporting system stability and performance.
- Participated in SIT/UAT testing, defect resolution, cutover activities, and SAP transformation initiatives, ensuring smooth deployments and business continuity.
- Collaborated with QA, validation, warehouse, and supply chain teams to ensure compliance with FDA, cGMP, and pharmaceutical regulatory requirements in a regulated environment.
SAP SD/CRM Functional Lead - Robert Bosch Engineering and Business Solutions Pvt. Ltd - Coimbatore, India
(2016-11 - 2022-04)
Client: Robert Bosch GmbH – Consumer Goods. Robert Bosch GmbH is a leading multinational engineering and technology company; its Power Tools division develops and distributes professional and consumer power tools, accessories, and measuring instruments across global markets.
- Presenting KPIs on a monthly basis to PT business stakeholders and PT solution cluster managers.
- Resource capacity planning on a quarterly basis, based on productivity and resource availability.
- Conducting daily stand-up meetings with all team members to discuss open points, ongoing issues, ticket status, and providing suggestions about problems.
- Regularly interacting with process owners and ICOs to ensure customer satisfaction is met.
- Developed business requirements into configuration specifications of new organizational structure (Sales Organization, Plant, Shipping point, etc.) with reference to the existing Org Structure.
- Worked with LSMW tools to migrate existing Org Data to new proposed Org. structure for different OTC functional objects as part of cutover activities.
- Hands-on experience in SAP S/4HANA (Bosch HANAMIX project) covering SD enterprise structure and master data configuration, sales document types, item categories, pricing, condition technique, and end-to-end OTC cycle setup and execution.
- Configured SAP CRM Sales and Marketing modules to support opportunity management, campaign-to-lead, and quotation processes with real-time replication into SAP SD for end-to-end order execution.
- Managed SAP CRM–ECC integration processes including middleware configuration, Business Partner master data synchronization, and monitoring of CRM-SD data flows to ensure consistent lead-to-cash processing.
- Configured SAP CRM Service module for service order management, complaints, and returns processing, integrating with SAP SD billing to support after-sales service-to-cash scenarios for the Power Tools division.
- Supported SAP CRM Interaction Center (IC) configuration for customer service scenarios, enabling inbound service request handling linked to SD service orders and OTC processes.
- Resolved CRM middleware issues including BDOC errors, queue blockages, and failed object synchronization between SAP CRM and ECC, ensuring uninterrupted business operations.
- Prepared knowledge transfer documents and conducted training for new team members on SAP SD and CRM processes and configurations.
- Mentored team to resolve issues within SLA and led team to exceed quality assurance standards in defect rate.
Senior Associate Consultant - Infosys Limited - Bangalore, India
(2014-11 - 2016-11)
Client: Johnson Controls Inc. (JCI). BE Turkey project at Johnson Controls focused on SAP SD and SM production support and enhancements, including incident resolution, minor developments, and stabilization of end-to-end OTC processes for the Turkey region.
- Handled Incident, Change, and Service Request Management using ITSM ticketing tools, ensuring SLA-compliant resolution and stable SAP SD production support.
- Performed configuration and troubleshooting across SAP SD areas including Master Data, Enterprise Structure, Order Management, Delivery, Billing, Pricing, Output Determination, and Material Listing/Exclusion/Substitution.
- Resolved cross-functional integration issues involving SAP MM, FI, LE, TM, and GTS, ensuring smooth end-to-end Order-to-Cash (OTC) execution.
- Executed Functional Unit Testing (FUT) in development systems and Integration Testing (SIT) in QA systems after configuration changes, ensuring system stability before business validation.
- Managed and resolved IDoc/EDI issues for Sales Orders, Deliveries, and Billing documents in interfaces with customers and logistics partners.
- Strong functional expertise in OTC processes, including pricing, credit management, delivery, billing, shipping, partner determination, copy control, and export-related processes.
- Supported key business scenarios such as third-party sales, consignment, inter-company sales, return processing, and approval-based order processing (AF framework).
- Led automation and process improvement initiatives including mass updates in customer master data, route determination optimization, and streamlining IT service requests for SD processes.
SAP SD/CRM Project Engineer - Wipro Technologies - Chennai, India
(2012-05 - 2014-11)
Client: Apple Inc. Worked as an SAP SD/SM Associate Consultant for Apple Inc., supporting both Sales and AppleCare service operations, including global OTC processes, warranty management, returns, and high-volume e-commerce fulfillment.
- Configured the customer master, partner determination, and added customized partners in the customer master record.
- Worked in Output Determinations, Pricing Procedures, and creating new reports or programs to reduce ticket counts on a monthly basis, billing of lading forms, and enterprise configuration changes.
- Integration for various interfaces (master data and transactional data), such as customer, material, and equipment master, functional locations, service orders, service contracts, billing requests, sales/marketing, and service teams.
- Provided critical support end to end: functional unit testing, integration testing, user acceptance testing, performance testing, and regression testing.
- Worked on the project end-to-end life cycle following ASAP methodologies.
- Worked on SAP Variant Configuration (VC) and BOM setup using KMAT materials, characteristics, and object dependencies to support product/service configuration and correct BOM explosion during order processing.
- Supported sales order and quotation processing in VA21 and VA01, ensuring accurate data entry and order validation for AppleCare requests.
- Configured SAP CRM Sales module to support Apple's opportunity management and quotation-to-order processes, enabling seamless replication of CRM quotations into SAP SD sales orders for end-to-end OTC execution.
- Managed SAP CRM Service module configuration for AppleCare service orders, complaints, returns, and warranty processing, integrating CRM service processes with SAP SD billing and ECC backend for unified service-to-cash flow.
- Supported CRM-to-ECC integration scenarios, including Business Partner synchronization, middleware monitoring, and validation of sales orders replicated from SAP CRM to ECC, ensuring data consistency across systems.
- Configured SAP CRM Interaction Center (IC) to handle inbound AppleCare customer service requests, linking IC activities to SD service orders and enabling real-time order status visibility for customer service agents.
- Resolved CRM middleware issues including BDOC errors, object synchronization failures, and order replication discrepancies between SAP CRM and ECC, ensuring uninterrupted AppleCare and sales operations.
- Worked on various Apple Care business processes, data publishing using various interfaces from SAP to frontend systems via middleware, repair strategies, contract processes, service notifications, serial numbers, and warranties.
- Worked in the complaint management process, such as returns, debit, and credit memos.
- Provided knowledge transfer (KT) on Apple's business processes to new joiners and cross-functional teams.
