I am a B2B Sales Order Management and Customer Operations specialist with more than 20 years of experience in sales administration, order compliance, claims management, and customer support.
I manage end-to-end Order-to-Cash processes, including order entry and validation, credit and solvency checks, billing controls, credit notes, returns, and customer claims. I focus on accuracy, SLA compliance, and operational risk prevention.
I have strong hands-on experience with SAP ERP SD/MM, Salesforce CRM, Microsoft Dynamics CRM, LCM Ticketing, and advanced Excel reporting. I use KPI dashboards, Pivot Tables, and structured documentation to support informed operational decisions.
Throughout my career, I have coordinated with sales, finance, procurement, engineering, operations, suppliers, field technicians, and key accounts in international and remote environments. I am comfortable handling urgent requests, complex non-conformities, and high-priority customer situations.
I bring a customer-focused and process-driven approach to B2B operations. I am open to fully remote opportunities across the EU and EMEA, where I can contribute to reliable order management, customer experience, and continuous process improvement.
Audited more than 520 B2B customer orders in SAP ERP over 52 working days, performing credit and solvency checks to ensure compliance before production release.
Verified equipment configurations and technical compatibility against factory specifications to prevent post-production rework. Resolved complex non-compliance cases through coordination with Key Account Managers, Sales, Finance, Operations, and Plant Assembly teams.
Managed customer operations for 30 major B2B accounts representing 1,600 contract-bound assets, handling up to 80 high-priority customer inquiries per day.
Coordinated approximately 15 complex interventions weekly across 42 field technicians. Monitored five-day response SLA compliance, maintained Excel KPI dashboards, and updated order information in SAP ERP.
Acted as the primary operational contact for strategic clients, including RATP, coordinating emergency site requests and improving response agility.
Processed approximately 15 complex orders per day and managed end-to-end commercial and accounting validations during high-volume quarter-end closing periods.
Processed and validated 125 credit notes and 125 customer claims while ensuring accounting accuracy and customer retention. Managed RMAs and stock reintegration activities.
Created comprehensive SOP documentation to support a seamless operational migration to Prague.
Managed 10 to 15 technical claims per day through LCM ticketing and achieved full compliance with the 48-hour SLA for ticket initialization.
Expedited parts procurement based on technical drawings, coordinated supplier orders, and supported emergency site deliveries with Engineering teams.
Conducted root-cause analyses for non-conformities, prepared financial allocations, and published weekly SAP and Excel KPI reports.
Managed B2B and B2C client relationships and supported business development activities.
Coordinated sales and activity operations while maintaining customer engagement and service quality.
Performed B2B prospecting, needs analysis, and account support activities.
Supported the sales cycle by identifying customer requirements and maintaining client relationships.
Managed event operations and sales activities.
Tracked customer satisfaction and supported service delivery for clients.
Led operations and teams in an international customer service environment.
Managed customer situations, coordinated service delivery, and handled crisis management activities.
Managed B2B and B2C sales activities, including financing negotiations and sales administration.
Supported customer accounts throughout the sales process and maintained administrative accuracy.
Supported order entry, inventory management, and administrative sales processes.
Assisted with customer-facing administrative tasks and operational coordination.
Associate Degree / Bac+2, Business Creation & Administration
Business Creation and Administration program.
Associate Degree / Bac+2, Production & Operations Management
Production and Operations Management program.
Professional Qualification, C.A.L.A.S.
C.A.L.A.S. professional qualification.
State Diploma, Commercialization & Retail
State diploma in Commercialization and Retail.
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