Soumen Ghosh
@soumenghosh1
Global Order Management Leader | 20+ Yrs @ Eaton | Driving OTC Excellence, SAP/AI Transformation & 80+ Team Leadership | PMP®, CSM®
IndiaWhat I'm looking for
At Eaton Corporation, I lead global customer support operations across four divisions, guiding 80+ professionals to deliver accurate order entry, fulfillment, and on-demand delivery performance.
Over 20+ years at Eaton, I've built order management and customer experience operations supporting Aerospace, Filtration, Electrical, and Mobility businesses across North America and Europe. I align SLA governance, cross-functional stakeholders, capacity planning, and escalation management to improve service delivery.
I lead practical transformation programs spanning SAP migration, process digitization, AI adoption, automation, Six Sigma, BPI, Kaizen, and Value Stream Mapping. Through Project LEAP, I created a SharePoint-based self-service learning platform that reduced new-hire training from four months to one month.
I've also automated high-volume order-entry, schedule-management, and reporting processes, delivering efficiency equivalent to about 10 FTEs. I enjoy developing high-performing teams, preparing future leaders, and translating emerging technology into sustainable operational gains.
Experience
Work history, roles, and key accomplishments
Orchestrated end-to-end global customer support operations for four Eaton divisions, leading a team of 80+ professionals. Established SLA governance frameworks, spearheaded Six Sigma and BPI initiatives, and drove digital adoption and AI readiness.
Operations Manager – Order Management & Customer Experience
Jul 2016 - Feb 2024 (7 years 7 months)
Directed a cross-functional team of Subject Matter Experts, Assistant Team Leads, and Customer Service Representatives. Administered comprehensive order management governance for 8 plants across North America and Europe, optimizing pre- and post-sales processes and elevating customer loyalty metrics.
Led a team of Customer Service Representatives handling order processing, query resolution, and escalation management for global accounts. Monitored team performance against SLAs and KPIs, coaching representatives to improve accuracy and customer satisfaction.
Managed end-to-end order processing and customer query resolution for assigned accounts, ensuring adherence to service level agreements. Supported onboarding and training of new team members on order management systems and processes.
Processed customer orders, inquiries, and requests accurately and within defined turnaround times. Built foundational expertise in order lifecycle management and customer service standards within Eaton's Aerospace and Filtration divisions.
Education
Degrees, certifications, and relevant coursework
Rani Durgavati Vishwavidyalaya
Bachelor of Arts, Arts
Pursued a Bachelor of Arts degree at Rani Durgavati Vishwavidyalaya.
Symbiosis Centre for Distance Learning
Post Graduate Diploma, Supply Chain Management
Completed a Post Graduate Diploma in Supply Chain Management from Symbiosis Centre for Distance Learning.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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