Open to opportunities

Mukilan K

@mukilank

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Order Management Analyst improving SaaS billing workflows through accurate quotes, contracts, and escalations.

India

Message

What I'm looking for

I’m looking for an order management or customer support role in a SaaS environment where I can own billing/escalations, ensure quote-to-order accuracy, partner with Deals Desk and Sales, and continuously improve the customer experience through CRM and reporting.

I’m a motivated Order Management Analyst with expertise in researching complex quotes, errors, and billing-related escalations, with a demonstrated history of working in the SaaS industry. I closely work and interact with the Deals Desk, Sales, customers, renewals, and Finance to ensure orders are processed according to customer contracts, including product compatibility checks and creating order documents.

I manage global customer orders across revenue streams—handling quotes, purchase orders, invoices, and more—while reviewing quotes and generating Order Forms for accuracy and completeness. I handle billing queries through CRM (emails), prepare Quotes/Contracts for existing customers, and support sales with product-issue follow-ups; I also work with account and customer success teams to improve customer experience and effectively manage billing support and collection-related escalations.

Experience

Work history, roles, and key accomplishments

Order Management Analyst

Freshworks

Mar 2021 - Jul 2024 (3 years 4 months)

Coordinated global customer orders by reviewing quotes, generating order forms, and preparing order documents aligned to customer contracts. Managed billing queries and escalations through CRM and partnered with Deals Desk, Sales, Renewals, and Finance to ensure accurate order processing and customer experience improvements.

Order Management Quote Generation CRM Deal Desk Client Services

Senior Customer Service Rep

Sutherland Global Solutions

Mar 2018 - Jan 2019 (10 months)

Handled complex, time-bound customer queries within strategic queues and supported customers through end-to-end issue resolution. Coordinated scheduling activities, communicated with field technicians, and supported the sales team toward MRR targets.

Customer Service Queue Management Time Management Scheduling Team Collaboration Strategic Support Sales Support

Customer Service Consultant

MKSP Imports And Exports

Feb 2017 - Mar 2018 (1 year 1 month)

Supported order-to-shipment operations by tracking deliveries from ordering through shipment monitoring to end-customer delivery. Booked sales orders and processed invoicing for international customers using SAP and maintained monthly reports for received and dispatched products.

Sales Orders Invoicing Shipment Tracking ERP Process Monitoring