Daria Kulakova

Strategy Development:

• Work closely with senior management to develop and implement strategies related to commercial support
• Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
• Contribute to overall sales strategy, ensuring alignment with company goals and objectives.
• NPS owner

Team Management:

• Lead and manage team of commercial support professionals and customer service representatives
• (3 direct reports, 5 indirect) Provide guidance, support, and mentorship to team members
• Ensure team has necessary resources to perform their roles effectively.

Sales Support:

• Oversee provision of sales support services to sales team
• Collaborate with sales representatives to understand their needs
• Margin tracking, Price calculating formulas, Opportunity tracking, Win/Lost analyses, NPS owner.

Analytics:

• Build Power BI reports,
• Installed Base, Build
• Sales potential
• Market Share
• Hit Rate
• On time delivery
• Sales and Customer service workload
• Forecast short/long
• Inventory collaborative planning

Achievements:

• NPS increasing for 11 points

• Management: Manage team of 16 direct reports in 3 countries
• Development and improving procedures and policies of order process, warranty orders, pricing calculation, customer inquiries, commercial policy
• Building strategic plan of working with key customers
• SOX audit
• Team trainings/development.
• Customer Service, Logistics, Purchasing: Control of department within the Order to Cash Process
• Actively solving all kind of troubles in Order to Cash Process (customers complains)
• Negotiations with customers, vendor, Logistics providers (contract terms negotiations, discounts, fixed-price agreements, delivery terms, payment terms, work process)
• Actively work with logistics providers, warehouse, customs (escalation of quality complains, quantity compliance, delays, penalties, cheapest/shorter route for delivery)
• Work with external and internal international vendors (escalation of production delays, quality issue, penalties, order conformation, pricing)
• Programs: SAP MM, SD, SCM, Sales force,1C, JIRA.
• Analytics: Net Sales estimate (business plan performance) for Headquarters TOP management
• Order intake analysis (business plan performance) for Headquarters TOP management
• Warehouse health (turnover of goods, on shelf availability, storage costs, possibility for relocation excess amount)
• Quote Response time, Local margin analyses, Customer satisfaction, eNPS, Workload, Cost-saving (actual and further opportunities)
• Programs: Power BI, Sap BI, SAP, Every Angle.
• Key achievements: Customer satisfaction 2021: 9.2 point out of 10, eNPS 2021: 98% out of 100%, Quote response time 0.8 day (KPI 3.1), SAP implementation in Mongolia, Organizing Customer Service Academy, Built a strong team from scratch, 1C implementation in Kazakhstan.

• Manage a team of 3 direct reports
• Responsible for control of effective service to customers
• Responsible for coaching and development the team
• Responsible for customer service procedures (develop and maintenance)
• Coordination of agreement contracts and additional agreements with customers
• Control and update customer data in a public information system
• Handle complaints and claims received from Customers and Patients
• Customer complains reporting.
• Projects: "Medical & Quality Complaints", "Other complaints and communication with patients", "Promo order in sharepoint", "Backorders process".

• SAP key user, Warehouse replenishment, Warehouse planning, PO support and processing (include FOC), Customer orders support and processing, Execution of the order on shipments in SAP, Providing full completed order, Coordination and approval of the order with the client, Communication with other departments (logistics, marketing, finance, commercial department, legal), Working with customs representative, Custom clearance, Full package of documents issue in SAP, Effective interaction with internal and external customers, Preparation SOX reports, Actively solve all kind of delivery problems together with suppliers and Forwarding agents, Monitor and update customer- and product master tables, Transport booking, Preparing Russia/CIS contracts, Direct contracts, Additional agreements, Addendum to contracts.

• Support and processing of orders of shipments from warehouses, Execution of the order on shipments in SAP, Providing full completed order, Coordination and approval of the order with the client, Back-order processing, Communication with other departments (logistics, marketing, finance, commercial department), Carrying out necessary adjustments in system and granting a correct package of documents to clients, work with claims, Effective interaction with clients; Internal clients: managers of customer department, representatives of the sales department, division of operational logistics, department of planning, accounts department, credit control and department of marketing; External clients: clients of the company Johnson & Johnson, providers of logistic services, Preparation of the reporting under inquiry, The analysis of the received claims and action plan development according to their decision.

• Order registration/maintenance, Order monitoring and safeguarding that we follow the conditions in contracts, Checking e-orders (TecCom,WCL), Administrating and issuing of Letter of Credits, guarantee's, insurance policies, different types of certificates etc., Claims and return handling, Invoicing and issuing of a "loading list" when executing all kind of shipments, Execute debit- and credit adjustments, Actively solve all kind of delivery problems together with suppliers and Forwarding agents, Monitor and update customer- and product master tables, Transport booking, Internal and external customer- and supplier contacts, Preparing Russia/CIS contracts, Project work.