Open to opportunities

Nisha Suhag Rohra

@nishasuhag

Message

I improve eCommerce order operations, fulfillment accuracy, and customer experience.

India

Message

What I'm looking for

I'm open to hybrid or remote opportunities where I can improve eCommerce order management, supply chain operations, fulfillment, and customer experience.

At Birkenstock India, I manage web shop and marketplace operations across Myntra, Ajio, and Nykaa, handling 8,000+ monthly orders with 98.5% order accuracy and SLA adherence.

I lead contact centre and customer service operations across eCommerce, retail stores, marketplaces, and social channels. I improved dispatch TAT by 30%, reduced cancellations by 22%, and reduced customer complaints by 35%.

I led Increff WMS implementation across three warehouses, increasing order-handling capacity from 6,000 to 8,000+ orders and training 25+ people. I also managed marketplace integrations supporting order, inventory, and operational synchronization.

Across Birkenstock, Lancer Footwear, Dice Enterprises, Crocs India, and AFL, I’ve improved inventory accuracy, escalation handling, workflow efficiency, reporting, and service delivery in footwear, manufacturing, retail, and eCommerce operations.

Experience

Work history, roles, and key accomplishments

Current

Asst. Manager – Order Management, Supply Chain & Customer Services

Current

Birkenstock India Pvt Ltd

Jan 2023 - Present (3 years 8 months)

Manage end-to-end web shop and marketplace operations across Myntra, Ajio and Nykaa, handling 8,000+ monthly orders with 98.5% order accuracy and SLA adherence. Lead contact centre operations and customer service, improving dispatch TAT by 30%, reducing cancellations by 22%, and cutting customer complaints by 35%.

Order Management Supply Chain Operations Omni Channel Fulfillment Contact Centre Operations Customer Experience Inventory Management Marketplace Operations WMS MIS Reporting SLA Management KPI Management Escalation Management Process Improvement Team Leadership

Sr. Sales Coordinator

Lancer Footwear

Nov 2021 - Dec 2022 (1 year 1 month)

Managed marketplace sales and coordinated inventory movement across warehouses. Handled customer escalations, reducing response TAT by 40%, and prepared MIS reports supporting tracking of approximately Rs. 1.5 Cr monthly sales.

Marketplace Sales Inventory Coordination Customer Escalation Management MIS Reporting

Process Excellence Manager

Dice Enterprises

Jan 2015 - Oct 2021 (6 years 9 months)

Oversaw daily manufacturing operations and workflow optimization to meet production targets. Managed end-to-end footwear production and sales operations, controlled inventory with 95%+ stock accuracy, and reduced debtor outstanding days by 20%.

Manufacturing Operations Workflow Optimization Inventory Management Process Improvement CRM Debtor Management

Sales Co-ordinator

Crocs India Pvt. Ltd.

Jun 2012 - Jan 2014 (1 year 7 months)

Managed daily order operations through E-one, maintaining order accuracy and SLA adherence. Supervised 10+ sales professionals and oversaw inventory reconciliation and planning to improve availability and reduce stockouts.

Order Management SLA Management Team Leadership Inventory Reconciliation Inventory Planning MIS Reporting

Sales Co-ordinator

Footwear (Klick) India Pvt. Ltd.

Jun 2010 - May 2012 (1 year 11 months)

Coordinated sales activities, order processing, inventory updates and logistics for on-time delivery to retail locations. Prepared sales reports, maintained customer databases and supported analysis of market trends.

Sales Coordination Order Processing Inventory Management Logistics Sales Reporting Customer Database Management Market Analysis

Commercial Executive

AFL Pvt. Ltd.

Sep 2007 - May 2010 (2 years 8 months)

Managed client relationships and account inquiries while collaborating with sales teams to streamline service delivery. Developed account strategies supporting customer engagement and satisfaction.

Customer Relationship Management Account Management Sales Collaboration Customer Engagement