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@erikawulandari
Customer Service & Order Management Specialist with 12+ years in FMCG and BPO.
PakistanI am an Order Management Specialist with over 12 years of experience in the FMCG and BPO sectors. My expertise lies in managing end-to-end order fulfillment operations, utilizing systems like SAP, OMS, and Oracle to ensure seamless execution and customer satisfaction. I have a proven track record of achieving high performance metrics, including 90% OMS utilization and 95% adherence to requested delivery dates.
Throughout my career, I have been recognized for my ability to resolve issues efficiently and optimize processes. My Lean Six Sigma Green Belt certification underscores my commitment to continuous improvement and operational excellence. I thrive in high-volume environments, where I can leverage my strong communication skills to coordinate effectively with stakeholders and drive results.
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Work history, roles, and key accomplishments
Genpact Malaysia
May 2019 - Present (6 years 6 months)
Managed end-to-end order fulfillment operations for the Indonesian market using RMS and OMS platforms, ensuring accurate order capture, pricing validation, delivery coordination, and returns processing. Provided timely order status updates and issue resolutions to the sales department via email, Microsoft Teams chat, and calls, ensuring alignment and responsiveness across functions.
Infosys China
Oct 2011 - Apr 2019 (7 years 6 months)
Led full-cycle SAP order management operations for the Indonesia market, overseeing daily order processing via Email, Manual, Semi-touch, and EDI platforms; ensured accurate pricing, Sales Order via email, call, and chat creation, credit limit and overdue validations, delivery execution, returns, and rejections. Supported SAP key users as technical lead, resolving system issues and performing plat
PT. Tiki Jalur Nugraha Ekakurir Medan
Jun 2005 - Sep 2011 (6 years 3 months)
Prepared structured Excel reports based on dispatch inputs to identify shipment issues; coordinated with origin stations and clients via email and phone to ensure resolution and service accountability. Submitted case data into internal systems (My Orion / Oracle) to support tracking, documentation workflows, and performance visibility across inbound and outbound operations.
Degrees, certifications, and relevant coursework
Bachelor of Education, Education
1999 - 2004
Grade: 2.96
Completed a Bachelor of Education degree, focusing on foundational educational principles and practices. Achieved a GPA of 2.96.
Software and tools used professionally
PakistanYou can contact Erika and 90k+ other talented remote workers on Himalayas.
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