Poonam Shahadat
Windsor,ON
Summary
Experienced, goal-oriented leader in "Order to Cash" process and logistics management (Transportation & Distribution) with global, multi-million-dollar organization. Skilled in providing strategic leadership of short- and long- term goals to implement positive change and execute projects.
Overview
11
11
years of professional experience
Work History
Customer Solution Analyst
Nestlé Bangladesh PLC
01.2022 - 12.2024
- Complete and resolve all demand capture failures within defined service level agreement
- Engage customer, when required, to propose mitigation actions due to Out of Stock risk
- Manage Stock Allocation issue when there is availability concern
- Manage Delivery Creation issue in collaboration with Order Filtering and/or ICC (Interface Centre of Competence)
- Contact the customer and propose a resolution in case of Transportation issue related to Load Optimization, Carrier Selection, Appointment Scheduling and Delivery delay
- Provide 360 visibility on status of orders to customers and internal teams
- Be the principal contact for the customer for registering & capturing all returns and refusals
- Coordinate with purchasing team for rate negotiation with transporters.
- Coordinate with warehouse for timely dispatch of vehicles and investigating any delays in delivering.
- Manage relationships with key stakeholders in the Market and CoC to ensure the quality and processes are meeting the business and system requirements
- Drive and encourage continuous improvement within the team moving to a more efficient exception management process meeting all internal and external KPI’s
Customer Service Analyst
Nestlé India Limited
07.2020 - 12.2021
- Analyze customer data and trends to identify areas for improvement in the supply chain process
- Monitor order fulfillment and ensure on-time delivery of products to customers.
- Sharing transportation planning with warehouse for timely delivery.
- Collaborate with cross-functional teams, including sales, logistics, and production, to resolve customer issues and concerns
- Check and analyze load planning to optimize cost.
- Manage 3PL partners performances, leveraging Procurement support.
- Participate in cross-functional projects and initiatives to improve overall supply chain efficiency and effectiveness
Customer Service Executive
Nestlé Bangladesh PLC
07.2013 - 06.2020
- Understand customer order methods (EDI, B2B, Excel, Fax to order, etc.)
- Implement Order Management Norms in terms of desired processes in a uniform way
- Process customer order in the most efficient way to reach the perfect order
- Enable implementation of service level agreements with key customers
- Work with Sales and Customer Facing Supply Chain to minimize order changes and eliminating non value activities of the process
- Work with Demand Management Team to maximize Service Levels
- Sustain the process raising alarms on a daily/ weekly basis on critical availability of SKUs and disseminating information on invoicing
- Have visibility of stock or timeliness issues impacting the demand of the customer
Education
Masters in Logistics & Supply Chain
University of Windsor
04-2026
BBA - Accounting
University of Dhaka
Dhaka, Bangladesh03.2010
Higher Secondary Certificate -
Dhaka City College
07.2005
Secondary School Certificate -
B. M.S. Girls' High School & College
03.2003
Skills
- SAP
- Collaborative Problem Solving
- Stakeholder Management
- Strong Organizational Skill
- Excel
- MS Power Point
- Windows XP
Languages
Bengali
Native or Bilingual
English
Full Professional
Timeline
Customer Solution Analyst
Nestlé Bangladesh PLC
01.2022 - 12.2024
Customer Service Analyst
Nestlé India Limited
07.2020 - 12.2021
Customer Service Executive
Nestlé Bangladesh PLC
07.2013 - 06.2020
Higher Secondary Certificate -
Dhaka City College
Secondary School Certificate -
B. M.S. Girls' High School & College
Masters in Logistics & Supply Chain
University of Windsor
BBA - Accounting
University of Dhaka
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