Pragalathan Sinnathamby

• Manage the Service Logistics (SL) Network customer as the single point of contact across 16 countries (key countries - India, Japan, Singapore, Australia, Thailand) for performance, relationship and escalation management.

RELATIONSHIP MANAGEMENT

• Participate in Business Reviews with customers to ensure business continuity, foster sustainable partnerships and support growth initiatives.
• Collaborate with Account Managers to ensure seamless execution of the account plan.
• Maintain positive customer relations by proactively addressing issues and implementing effective corrective actions.

PERFORMANCE MANAGEMENT

• Oversee daily operations in Reverse Logistics, Inventory Management and Failure Analysis captures alongside Country team to meet performance and service expectations.
• Handle customer escalations tactfully and drive recovery plans with Country teams.
• Govern Internal and External Change Requests (CR) to ensure effective scope management and cost recovery.
• Utilize various tools and dashboards - SSRS, PBI, WMS and RCT to monitor country's KPIs.

CONTINUOUS IMPROVEMENT

• Facilitate Continuous Improvement (CI) programs across various areas - warehouse operations, system enhancements and commercials.
• Substituted the manual GIDR process for RMA with a systematic approach using RCT, achieving an 80% improvement in TAT.
• Enhanced further the GIDR process in RCT by incorporating machine learning and touchless decision-making for faster disposition.
• Analyzed TAT for a specific lane and recommended switching from air freight to express, improving TAT from 25 to 10 days and reducing costs.
• Recommended amending the RMA assignment procedure to comply with trade regulations, enabling more efficient processing and saving time and effort.
• Promote and share best practices across countries/regions in line with DHL's drive for standardization to attain an operating standard model.

PEOPLE MANAGEMENT

• Offer mentorship to the Country Operations on various supply chain matters.
• Serve as the escalation point for customer-related issues and guide Country Operations, co-workers and peers in resolving them.
• Mentor new staff in their professional development through on-the-job training, coaching and knowledge sharing within and outside the CSS team.

• Managed a team of buyers, providing guidance and support to ensure optimal performance and professional growth.
• Developed detailed reports on procurement activities for senior management review, enabling informed decision-making and strategic planning.
• Collaborated with cross-functional teams to better understand needs and determine purchasing requirements.
• Drove the buyers to meet monthly/quarterly revenue targets and fulfill Customer Request Date (CRD).
• Monitored closely the status of gating parts and communicated proactively to customer & planning team on loading plans/commits.
• Analyzed inventory risk for Engineering Change Order (ECO), End of Live (EOL), Last Time Buy (LTB) by closely engaging with engineering team.

• Acted as the main liaison for the customer, translating their vision into an actionable plan.
• Regularly communicated key KPIs, including sales order management, revenue tracking, inventory management and Work Order(WO) aging trends to stakeholders.

PRICING & CLAIMS

• Led the quarterly product pricing implementation with the internal team, involving costed BOM preparation, Product Cost Improvement (PCI), supply plan analysis, amortization of adders into product costs, along with other pricing activities.
• Responsible for analyzing, executing pricing strategies and submitting final pricing files for customer approval prior to implementing new quarterly pricing.
• Prepared and submitted Commercial and Excess & Obsolete (E&O) claims for monthly approval by the customer.
• Generated official quotes for RMA-related expenses (rework, new part purchase, labor) and submitted them to the customer to request purchase orders.
• Submitted purchase orders to finance for billing and ensured timely customer payment.

RETURN LOGISTICS

• Processed requests from the customer, analyzed the cause of returns and issued RMA No.
• Worked with the engineering team on Failure Analysis to present to the customer and finalized the disposition and cost details for returned materials.
• Monitored rework, repair and upgrade activities to ensure quick turnaround of returned units into Finished Good Inventory (FGI) and timely completion of WO.
• Established a new Reverse Logistics system and end-to-end RMA process flow to meet a new customer's requirements for returning defectives to Flex for repair.

ORDER MANAGEMENT

• Reviewed sales orders daily and provided delivery schedules to the customer.
• Replenished inventory to Flex USA and EU hubs via air or ocean based on current inventory levels, backlog orders and forecast fulfillment.
• Coordinated with logistics for shipments and monitored tracking to achieve over 98% On-time Deliveries (OTD).
• Interacted daily with onsite and offshore customers to provide status updates and promptly addressed inquiries, ensuring consistent customer satisfaction.
• Regularly engaged with the Customer Focus Team (CFT), Operations, Engineering and other functions to ensure the program stays on schedule.
• Provided inputs to the demand planner before MRP loading and reviewed the build plan weekly to ensure alignment with order priority and forecast fulfillment.