Debashish Behera

DEBASHISH BEHERA Order Management & Sales Operations Manager | O2C Leader | SAP SD | Virtual specialist | Global Customer Operations | Customer Service & Support PROFILE SUMMARY Results-driven professional with 5+ years of experience in customer service, sales support, and operations management in B2B environments. Skilled in client communication, benefits explanation, order processing, and resolving customer queries with a high focus on satisfaction and retention. Proven ability to manage remote workflows, maintain accurate records, and support revenue growth. Seeking a remote role as a Virtual Benefits Specialist to deliver exceptional customer experiences and drive client engagement. KEY ACHIEVEMENTS    Successfully handled high-volume customer interactions while maintaining service quality. Contributed to revenue growth through effective sales support and upselling. Recognized for strong communication and problem-solving skills. WORK EXPERIENCE Assistant Manager- Customer Service | Sales Operations Sept 2024 - Present Yokohama Off-Highway Tyres, Mumbai  Provided end-to-end customer support for B2B clients, ensuring timely resolution of queries and high satisfaction levels  Managed order processing, tracking, and updates, improving turnaround time and service quality  Maintained accurate records of customer interactions and transactions in internal systems  Assisted customers with product-related information, pricing, and order status  Prepared MIS reports and dashboards to support management decision-making  Collaborated with cross-functional teams to resolve issues and improve service delivery  Supported customer retention through proactive communication and follow-ups Senior Executive- Customer Service | Global Order Management (O2C) May 2023 – Sept 2024 Galaxy Surfactants Limited, Navi Mumbai  Handled customer inquiries via email and calls, ensuring quick and effective resolutions  Supported sales team with documentation, reporting, and customer coordination  Improved customer satisfaction by addressing concerns and providing accurate information  Maintained data accuracy and updated CRM systems regularly Senior Operations Executive- Logistics Revenue Oct 2018 – Jun 2021 Think and Learn Private Limited, Bangalore  Provided end-to-end customer support, handling inquiries related to orders, billing, and service updates  Communicated order status, shipping details, and payment information to ensure transparency and customer satisfaction  Resolved customer issues and escalated complex cases for timely resolution  Managed customer records and documentation, ensuring data accuracy and compliance  Coordinated with internal teams to fulfill customer requirements efficiently  Addressed customer feedback and service concerns, contributing to improved CSAT/CSI scores QUALIFICATION  Post Graduation Diploma Management (PGDM) Universal Business School, Mumbai Operations & Supply Chain Management and Business Analyst Aug 2021 – Apr 2023  Bachelor of Technology (B. Tech) Institute of Technical Education & Research, Bhubaneswar Electrical & Electronics Engineering Aug 2012 – May 2017 CORE COMPETENCIES Core Skills: o Order to Cash (O2C) – End-to-End o Sales Operations & Order Management o SAP SD Module (Order Processing, Billing, Master Data) o Accounts Receivable (AR) & Credit Control o Supply Chain Coordination & Material Allocation o Pricing Coordination & Price Upload (SAP SD) o Customer Service & Client Support o Benefits Explanation & Enrollment Assistance o CRM Tools (Salesforce, HubSpot, Zoho – or similar) o Data Entry & Record Management o Virtual Communication (Email, Chat, Calls) o Problem Solving & Conflict Resolution o Sales Support & Upselling o Microsoft Excel & MIS Reporting o Order Management & Processing o Time Management & Remote Work Discipline Data, Tools & System: o SAP SD (Order-to-Cash) o Microsoft Excel, Advanced Excel (Pivot Tables, VLOOKUP/XLOOKUP, Dashboards) o GoComet (Shipment Tracking & Logistics Visibility) o Zendesk / Helpdesk Tools o Microsoft Teams (Customer Reviews & Stakeholder Meetings) o Claude, Microsoft Copilot & ChatGPT (Productivity & Reporting) o Data Management & Reporting o MS Excel, Word, PowerPoint o CRM Systems o Google Workspace o Communication Tools (Zoom, Slack, Teams) Additional Information    Open to remote work opportunities Strong interpersonal and communication skills Ability to adapt quickly in dynamic environments Languages    English (Professional) Hindi (Native) Odia (Native)