Managed the end-to-end order management process for the Mobility (Fuel & Lubricants) business, ensuring accuracy and operational efficiency. Managing order creation in GSAP and coordinating fuel and lubricants deliveries while collaborating closely with internal stakeholders such as Logistics, Terminal Operations, and the Credit team to ensure seamless execution. Taking inbound calls from the Shell Retailers & Dealers network for the order related queries. Experienced in Salesforce case management, including creating cases and coordinating with customers and internal stakeholders to ensure timely and effective case closure. Responsible for monitoring and distributing Salesforce and Zendesk cases across the team for efficient case handling. Prepare and share monthly team productivity reports with line managers and team members Track performance metrics and monitor SLA adherence across order management activities. Maintain and circulate dispute trackers with internal stakeholders on a regular basis. Coordinate closely with logistics and operations teams to investigate and resolve disputes. Ensure timely updates, accurate documentation, and closure of disputes. I was a Marine business focal for creating Quotation, placing orders and execution in timely manner. Key Skills & Competencies: Customer-focused and process-driven. Maintaining Customer satisfaction index more than 8.5. Strong problem-solving and multitasking ability. Order Processing & Order Tracking in GSAP. Customer Calling & Email Support in Salesforce. Dispute Resolution & Complaint Handling in Salesforce. Managing dispute Process and resolved in SLA. Experienced in ERP (GSAP)/ CRM Systems (Salesforce). SLA, TAT & CSAT Management. Cross-Functional Coordination (Sales, Logistics, Warehouse) to execute the Fuel and Lubricant orders. Key Achievements: Coordinated dispute tracking with logistics and internal stakeholders and achieved dispute resolution 93% as beyond the target 90%. Migrated 280 Mobility dealers and retailers to Shell Market Hub 2.0 with end-user training and resolved the queries in timely manner. Enabled Lubricant SKU conversion, delivering average $6,500 value annually for last three consecutive years. Initiated self-pickup model for Marine customer's for lubes delivery and value delivered $6.1k. Handled Ministry portal complaints and coordinated with stakeholders to ensure timely resolution. Maintained a Customer Satisfaction Index (CSI) of over 8.5 for the Mobility business (Fuels & Lubes) as part of the global scorecard.

Processed purchase orders in SAP, including key fields such as Ship-to Party, Bill-to Party, End User, Order Recipient, Carrier Account, Shipping Conditions, and applied delivery blocks or updated shipping instructions as needed. Generated quotations based on customer purchase orders and ensured accurate and timely submission for customer review. Followed up with customers for quotation approvals, invoice payments, and order clarifications to ensure timely shipment from the warehouse. Coordinated with Supplies and Logistics teams to confirm material availability, preventing delays and supporting uninterrupted aircraft maintenance operations. Handled exchange offerings for customers, checked repair capability, tracked repair status, and prepared unit status reports. Performed warranty checks, verified contract mapping, and ensured tasks were completed within Turnaround Time (TAT) in SAP.