Zulfiqar Malik

Zulfiqar Ayub Malik House # B-III-174, Street # 9, Muslim Town, Rawalpindi Cell: - Email:-LinkedIn: https://www.linkedin.com/in/zulfiqar-malik-0a483b49 BASIC INFORMATION Capable, skilled, and level-headed supply chain management professional versed with experience and expertise in procurement, supply chain, logistics and supplier management. Highly accomplished in formulating and managing a concerted approach towards sourcing and planning activities to ensure cost saving and value maximization. Result-oriented expert with abilities to manage ERP system Linnworks and NetSuite operations. Responsible for the integration and maintenance of ERP applications within a company, providing and implementing the SOP. Excellent customer services and compliance operations specialist with out-class negotiations skill. Experienced Procurement and Logistics Specialist with a demonstrated history of working in the Ecommerce especially Amazon FBA (Wholesale and Private Label) and Textile, Apparels, Sports, Fitness, MMA Boxing Industry. Skilled in Lean Six Sigma, Warehouse Operations, Inventory Management, Procurement, and Inventory Control. Strong purchasing & logistics professional. WORK EXPERIENCE Razor-Group GmbH Position: Linnworks ERP & Customer Services Team Manager Company: Razor Group GmbH Address: Prinzessinnenstraße 20, 10969 Berlin, Germany Duration: January 2022 To November 2022 Duties and Responsibilities: Customer service associate with excellent communication skills, who excels at simplifying complex data. Driven by helping others and self-development. Seeking to provide support to All Razor's Brands customers and align their strategies to the company’s. Implemented eDesk for customer services tickets and live chat answers. Developed/distributed new analytical approaches and help clients make better decisions. Identified opportunities to collaborate and deliver provocative Thought Leadership on the market, industry, and category trends. Created the SOP for website and marketplaces customer services and implemented for the customer services team to get the accurate result and providing best end to end customer support. My responsibilities were Linnworks implementation to last mile order delivery. I have created all sales channels SKUs in Linnworks with category view and created the mapping of SKUs for accurate deliveries. Selling bundles and managing in Linnworks was my duty, created bundle products in Linnworks and integrate these with 3PLs system. Created orders, shipping and processing rules in Linnworks to ship all orders on all marketplace and websites to maintain the marketplaces account health like ODR, VTR and A to Z claims. Wrote the custom macro script to tackle the complex orders routing. I integrated Linnworks with major 3PLs, and few 3PLs are not providing direct integration I have created FTP and .Net connection bridge for better communication. Core Responsibilities Customer Success: Manage 25 remote customer services agents by providing resources they need to adequately resolve customer’s complaints. Created and Implemented the SOP of customer service team for Shopify customers Created and implemented the Amazon eBay Walmart Cdiscount Marketplaces SOP according to their Termes and conditions to maintain the accounts health. Assign the team targets and monitoring the KPI Implementation of SOP documentation for current and future process steps. Investigate and resolve customer complaints to foster satisfaction. Resolved issues via email, live chat and by phone support. Drove operational improvements which resulted in savings and improved profit margins. Developed team communication and information for routine tasks and meeting. Monitored social media and online sources for industry trend. Handling social media and Trustpilot comments and resolving customer queries. Followed quality standards and procedures to minimize errors and maximize customer services. Customer services reporting weekly to identify trends, track our team metrics and make sure the team is hitting their SLA’s. Communicate 3PLs of wrong deliveries and customer complaints to addresses for prospects. Assist our marketing team with social media promotions Core Responsibilities ERP Linnworks: Onboarding of Linnworks for company’s requirements Integrated all sales channels, Amazon, eBay, Walmart, Cdiscount, Trademe NZ, Shopify, Shopify plus, Magento2 and Bigcommerce Integrate 3PLs with Linnworks and create FTP connection for those 3PLs which APIs are not available for integrations (FedEx, ShipBob, Ship Station, Lonedog, Deliverr, Smartwarehouse, Parrot, Omnipack, swift commerce) Integrate shipping services like DHL, FedEx, DPD, Hermes, Royal Mail, GLS, UPS, USPS, AU post, Created all brands SKUs in Linnworks and create mapping of SKUs with respective sales channels Adding all SKUs properties like weight, size dimensions, custom requirements like HS codes, country of origin, material, price, images and description of goods Created import export automation Created shipping rules in Linnworks for example if order came from Shopify Plus and shipping address is France then Linnworks will assign FedEx Express Shipping Service to order Created the orders routing rules for example if order received from Shopify XYZ brand and shipping address is France, then orders move to FedEx 3PL Wrote the custom macro for order routing for more than one location of same 3PL for example in United states we are using Smartwarehouse 3PL having 3 locations in TX, UT and DC. Macro is reading the following: Order received from the selected brands Delivery Address is United states near to DC states Inventory is available in in all locations, but delivery address is near to DC then Macro will move the order to DC branch for fulfilment. If inventory is not available in any location, then macro will lock and move order to allocated folder and once inventory will be available macro will unlock the order and move to available inventory branch Created the connection between all 3PLs, sending daily orders to 3PLs with direct integration and FTP connections After fulfilment receiving / collecting the tracking numbers information and adding into the Linnworks and then Linnworks sending shipment information to the sales channels and sending dispatch notification emails to customers Created the connection between Linnworks and NetSuite for orders and customers history dumping Created the connection between Linnworks and 3PLs to collect the shipment charges order wise Monitoring the daily orders delivery and chasing the 3PLs manager if found any delay Reporting Weekly, Monthly on demand of Sales, shipping charges and customer services growth Factory14 Position: Manager Technical Product Linnworks Company: Factory14 Address: 121, Avenue de la Faïencerie L - 1511 Luxembourg Duration: August 2021 To December 2021 Duties and Responsibilities: Implemented Linnworks ERP system for 13 brands and 23 logistics services & 3PLs across the globe, creating rules, order routing among different 3PLs, warehouses, integration between 3PLs system and Linnworks. Created master data rules for orders and customer record sending to NetSuite. Key Accomplishments Created around 3000 of 13 brands SKUs and mapping with Factory14 SKU. Set a benchmark of excellence by providing extremely fast services as company was suffering because of SKUs mapping. Completely examined Linnworks integration with Amazon, Shopify, eBay and Walmart, and get the accurate data between marketplaces to Linnworks and Linnworks to 3PLs. Develop the Macro Query for order routing between 4 different warehouses of same 3PL. Develop the drop box integration for FedEx logistics for order export and inventory & Tracking imports. 3PLs: Hold full accountability for managing the 23 different 3PLs around the globe, maintaining the accurate data, providing services, and getting correct order statues is the main responsibility. Working on different ERP of 3PLs to fulfil the operation. needs. Key Accomplishments Working with 10 different 3PLs around the globe to achieve the target and goal to fulfil the orders daily. Identified and resolved complex integrations between 3PL and accurate the data flow. provided the FTP accounts to 3PLs and create the recuring rules of order export and inventory import into the Linnworks. Create the drop box and SFTP connection for FedEx for communication. Examined commercial invoices and create the automatic invoices according to 3PLs requirements Trained the Factory14 staff for smooth operations RDX SPORTS Position: Sr. Manager Supply Chain & Logistics Company: RDX SPORts Address: STP3, I9/3, Islamabad Duration: August 2019 To August 2021 Duties and Responsibilities: Hold full accountability for managing Amazon SFP enabling and performance monitoring activities. Design and execute Amazon product pricing strategy to attain desired results. Examine Amazon 2D barcodes for FBA inventory and Amazon / WFS returns. Create A+ content, including videos, EBC, and graphics as well as examine VTR, ODR, and IDR, such as invoices defect rate for EU channels. Administer products dimensions for low storage and fulfilment fee. Core Responsibilities: Review the stock levels in Inventory trackers and suggest open to buy quantities for final approvals for the brand. Preparation of POs by managing the updated pricing, packaging requirements and delivery time from the existing suppliers. Managing the PO issuance process to ensure if requirements are met by suppliers. Also checking for the discrepancies in the proforma invoice before issuing PO for final approval. Communication with suppliers to make sure that commitments are met at supplier end in terms of pricing, documentation requirements and lead-time after the PO is accepted. Recording and updating all the relevant details of PO including cargo ready date, estimated time of departure and estimated time of arrival at warehouse. Manage and coordinate the packaging requirement with supplier and provide the correct shipping marks to supplier. Sharing the proforma invoice with finance team to ensure the timely payment of supplier. Arranging quality inspection services to ensure the quality of stock before shipping. Checking with supplier if the compliance requirements are met. Constant communication with the freight forwarders, shipping agents, customs clearance agents for shipments pickup, cross boarder transportation and customs clearance until delivered to Amazon or other designated personal warehouse destination. Making weekly inventory reports to provide updated cargo ready dates and estimated time of departure for POs. Coordination with warehouses to check if the shipping PO is inbounded timely and stock is visible on warehouse management system. Replenishment decisions on the behalf of historical week of coverage to remain in stock on Amazon and Walmart. Keeping an eye on Out-of-Stock SKU and take necessary actions to be back in stock at earliest. Closely working with Brand Managers, Sourcing & Purchasing, Transport team and Operation managers to achieve the desirable outcomes. Review the stock levels in Inventory trackers and suggest open to buy quantities for final approvals for all assigned brands. Preparation of POs by managing the updated pricing, packaging requirements and delivery time from the existing suppliers. Managing the PO issuance process to ensure if requirements are met by suppliers. Also checking for the discrepancies in the proforma invoice before issuing PO for final approval in MS Dynamics. Communication with suppliers to make sure that commitments are met at supplier end in terms of pricing, documentation requirements and lead-time after the PO is accepted. Recording and updating all the relevant details of PO including cargo ready date, estimated time of departure and estimated time of arrival at warehouse. Manage and coordinate the packaging requirement with supplier and provide the correct shipping marks to supplier. Sharing the proforma invoice with finance team to ensure the timely payment of supplier. Arranging quality inspection services to ensure the quality of stock before shipping. Checking with supplier if the compliance requirements are met. Constant communication with the freight forwarders, shipping agents, customs clearance agents for shipments pickup, cross boarder transportation and customs clearance until delivered to Amazon or other designated 3PL destination. Making weekly inventory reports to provide updated cargo ready dates and estimated time of departure for POs. Coordination with 3PL warehouse to check if the shipping PO is inbounded timely and stock is visible on warehouse management system. Replenishment decisions on the behalf of historical week of coverage to remain in stock on Amazon and Walmart. Keeping an eye on Out-of-Stock SKUs and take necessary actions to be back in stock at earliest. Closely working with Sales Managers, Sourcing & Purchasing, Transport team and Operation managers to achieve the desirable outcomes. Key Accomplishments Achieved bottom line results by overseeing storage, IPI, and unfulfillable, standard, and returned inventory of approx. 30,000 SKU for Amazon/Walmart Private Label FBA. Set a benchmark of excellence by supervising onsite FBA and Amazon transparency programs to stop hijackers. Completely examined Amazon/Walmart listing optimization, ranking, and profitability calculation tasks. Inventory & Orders: Assume and maintain full liability for Administer returns in warehouses and 3PL returns management systems, such as Ezi returns. Assess and oversee slow selling products and inventory ABC category for accurate forecast. Analyze products certification, such as CE marking and IP/patent registration. Supervise products HS codes, cubical weight calculation, and customs clearance activities. Record IOSS/OSS numbers for EU marketplaces. Lead orders fulfillment activities via 3PL, aggregator, and courier companies as well as organize bulk order pallets for delivery. Key Accomplishments Estimated and supervised inventory (LIFO, FIFO, LIFO) in warehouses while receiving orders from vendor. Identified and resolved complex clearance and custom issues after Brexit courier performance reports & approval in accordance with worldwide countries customs laws. Examined commercial invoices and organized assignment according to weight and dimensions. Position: Manager Inventory Supply Chain & Fulfilment Company: RDX SPORTS Address: STP3, I9/3, Islamabad Duration: June 2016 To July 2019 Duties and Responsibilities: Rendered keen eye for details to manage Omni channels fulfilment/logistics, Amazon FBA, C discount, Walmart, Wish and eBay stock replenishments, inventory planning, global mile logistics, stock pipelines, and forecasting tasks. Implemented Linnworks in full functional and operations. Key Accomplishments Efficiently supervised various contracts of couriers Services, such as Parcel Force, P2P, DHL, FedEx, Hermes, Yodel, DPD, UPS, and Royal Mail. Onboarding new freight forwarder and courier services Changing products dimensions in amazon catalog for cut off fulfilment fee Start courier claim processes and recover £1.00M in 1 year Start Amazon inventory reconciliation process and recover inventory and get refunds from Amazon. Performed weekly cycle counts and reconciliation. Leaded investigations to determine root cause and action items associated with variances. Developed and report on key performance indicators to drive continuous improvement of inventory controls. Position: Customer Success Manager Company: RDX SPORTS Address: STP3, I9/3, Islamabad Duration: March 2014 To May 2016 Duties and Responsibilities: Customer service associate with excellent communication skills, who excels at simplifying complex data. Driven by helping others and self-development. Seeking to provide support to RDX's customers and align their strategies to the company’s. Implemented Xsellco for customer services tickets and live chat answers. Developed/distributed new analytical approaches and help clients make better decisions. Identified opportunities to collaborate and deliver provocative Thought Leadership on the market, industry, and category trends. Key Accomplishments Managing a team of 30+ people with work ranging from customer support, customer excellence to Amazon and eBay account compliance. Monitoring and performance managing SLAs, KPIs and quality of all three functions mentioned above. Driving superior experience for the company's customers by leading, motivating, managing, and controlling cross-functional teams. Implemented eDesk and VOiP for customer services department Maintaining account health and ODR rates on marketplaces, including Amazon and eBay. Responsible for the maintenance of the eCommerce Platforms Account health of all regions available Handling Appeals for the Account Reinstatement, Listings Reinstatement, Voice of the customer, and check and balance of Account's ODR. Managing all the Compliance issues for Amazon, eBay, Walmart, Sear, Wish, C-Discount, and other marketplaces Managing Customer Support Department and Maintaining the data accordingly. Communicating with Supply Chain and Chase them on Shipped, Unshipped, and Stuck Orders. Coordinating with Logistics and warehouse for the Stock levels. Voice of customer Analysis & Quarterly reports. Responsible to Control Refunds by working on Factory issues, VOC & Customer Support by Managing the Department. Amazon Generic Reviews Strategist Position: Customer Success and Fulfilment Executive Company: RDX SPORTS Address: STP3, I9/3, Islamabad Duration: March 2013 To March 2014 Duties and Responsibilities: Delivered first rate assistance to the customer to attain required information through live chat, phone calls, and emails by using CRM and ERP system. Key Accomplishments Addressed customer complaints and resolve varied client inquires by collaborating with employees. Created a work culture that rewards teamwork and cooperation to identify customer requirements. Conduct sessions with factory for product understanding Providing out class support to all clients Education Background Master of Business Administration (IT), Allamah Iqbal Open University, (Continue) Bachelor of Commerce (IT), Punjab College of Commerce, University of the Punjab, 2012 Diploma of Associate Engineering (IT), Swedish Institute of Technology, 2009 Metric of Computer Science, Rawalpindi Board, 2006 --------------------------------------------- Additional Experience --------------------------------------------- Communication Executive || Pakistan Television Network (PTV News), Jan 2008 – Mar 2008 Customer Service Representative || ZH Associate (Call Center) Jan 2011 – Mar 2012 Projects: Gas and Electricity Duct Cleaning Diabetes Auto Insurance Customer Service Representative || Global Outreach BPO (Call Center) Jan 2012 – Mar 2013 Projects: Home Improvement Home Loan Auto Insurance Key Projects Start Business Development Department: Launched business development department for B2B sales to raise annual turnover to £5M. Argos Drop Shipping: Introduced and run Argos UK number 1 physical store chain for product display to initiate Argos ecommerce project. Start Drop Shipping On: Oversaw shop direct, sports authority, sports direct, bodybuilding.com, and Walmart. Transparency: Protected 2000 SKU on UK and EU marketplaces by introducing Amazon transparency program. 2D Codes: Reduced out-of-stock situation in Amazon channels by designing Amazon 2D barcode system for FBA shipment to Bulk Scan and stock in the system in Amazon warehouses. WFS: Amplified the sales of Walmart to 80%+ by creating Walmart fulfilment option. Linnworks: Reduced the manual work and 80% Inventory and order management is on Autopilot by integrating inventory and order management system for inventory/courier management and orders. WMS: Established a plan for in-house WMS for SKU level tracking to find the production badge of specific SKU. PeopleVox WMS: Spearheaded the implementation of Peoplevox WMS for USA and CANADA warehouses to locate the inventory in the warehouse and deliver assistance in packing with android devices. PPT (People Process Technology): Designed and executed PPT to attain more outcome from resources and complete more work in less time. Microsoft Dynamics ERP: Implementation and onboarding of ERP system for Inventory, Logistics, Warehousing, Accounts, HR and CRM --------------------------------------------- ******************* ---------------------------------------------