Open to opportunities

Erika Wulandari

@erikawulandari

Message

Customer Service & Order Management Specialist with 12+ years in FMCG and BPO.

Pakistan

Message

What I'm looking for

I am looking for a role that values process optimization and offers opportunities for growth in a collaborative environment.

I 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.

Experience

Work history, roles, and key accomplishments

Current

Customer Service - Order Management

Current

Genpact Malaysia

May 2019 - Present (6 years 3 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.

Order Management RMS OMS Platforms Microsoft Teams SOP Development Process Optimization Data Analysis

Customer Service - Order Management Team Leader

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

SAP Order Management EDI Process Automation Test Systems Reporting Problem Solving Technical Support

Customer Service Specialist

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.