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kaustubh Paranjape

@kaustubhparanjape

Supply chain and customer service leader at Henkel who raised Service Cloud and Genesys adoption by 31 percentage points.

India

Message

At Henkel Adhesive Technologies India Pvt. Ltd., I lead regional escalation management across IMEA and the Salesforce Service Cloud program. I increased Service Cloud and Genesys adoption by 31 percentage points while standardising case management.

As Customer Service Team Lead at Henkel, I led a team supporting order-to-cash and supply chain service delivery. I improved OTIF by 8 percentage points and reduced SAP complaint resolution time by 38%.

Earlier, I managed customer service and supply chain operations at Lonza India Pvt. Ltd., and SAP order cycles at Idemitsu Lube India Pvt. Ltd. I hold an MBA, CSCP certification, and AS9120/EN9120 certification.

Experience

Work history, roles, and key accomplishments

Current

Lead, CSX COE Escalation Solutions, IMEA

Current

Henkel Adhesive Technologies India Pvt. Ltd.

Aug 2023 - Present (3 years 2 months)

Own regional escalation management across IMEA, leading cross-functional projects and the Salesforce Service Cloud program. Increased Service Cloud and Genesys adoption by 31 percentage points.

Salesforce Service Cloud Genesys Escalation Management Cross functional Leadership Project Management Analytics Control Tower

Customer Service Team Lead

Henkel Adhesive Technologies India Pvt. Ltd.

Oct 2018 - Jul 2023 (4 years 9 months)

Led a team of 8 supporting order-to-cash and supply chain service delivery for 3 strategic business units. Improved OTIF by 8 percentage points and reduced SAP complaint resolution time by 38%.

SAP SD SAPMM SAP LE Order Management OTIF KPI Reporting MIS Reporting Team Leadership Complaint Resolution

Assistant Manager – Customer Service

Lonza India Pvt. Ltd.

May 2016 - Oct 2018 (2 years 5 months)

Managed end-to-end customer service and supply chain operations, coordinating SAP complaints, logistics, and 3PL partners. Maintained credit control and supported GST implementation.

SAP Customer Service Supply Chain Operations Logistics Coordination 3PL Management Credit Control GST

Sales Coordinator

Idemitsu Lube India Pvt. Ltd.

Sep 2013 - May 2016 (2 years 8 months)

Managed the complete SAP SD/LE order cycle from order entry through delivery and invoicing. Monitored depot inventory and coordinated receivables with sales, banking, and accounts teams.

SAP SD SAP LE Order Management Inventory Management Receivables Management Coordination

Executive – Sales

Rothe Erde India Pvt. Ltd.

May 2012 - Sep 2013 (1 year 4 months)

Managed sales-support operations covering customer enquiries, quotations, dispatch planning, and SAP SD processing. Improved order accuracy by maintaining customer master data and coordinating export documentation.

SAP SD Sales Support Dispatch Planning Export Documentation Customer Master Data