Sales Operations & Customer Service

Dawn
Varughese

11+ years orchestrating end-to-end Order-to-Cash processes, SAP Order Management & cross-border logistics across luxury goods, FMCG, and retail supply chains.

🌍 Middle East · India · SEA · Japan 💎 Luxury & FMCG 📊 SAP SD · SIEBEL CRM
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Dawn Varughese
11+Years
4Regions
MBAOps Mgmt
01Profile

About Me

Sales Operations & Customer Service Leader with over 11 years of progressive experience in managing end-to-end Order-to-Cash (O2C) processes, SAP Order Management, and cross-border logistics within the luxury goods, FMCG, and retail supply chain sectors across the Middle East, India, Southeast Asia, and Japan.

Renowned for orchestrating seamless B2B and eCommerce order fulfilment, leading high-performing customer service teams, and delivering real-time sales analytics, budget forecasting, and KPI reporting to drive strategic business decisions.

Demonstrated expertise in aligning warehouse, production, finance, and logistics to exceed service-level benchmarks while ensuring full compliance with Incoterms (EXW, DAP, DDP) and international shipping standards.

Committed to excellence, agile problem-solving, and continuous process improvement in dynamic, fast-paced environments.

NationalityIndian 🇮🇳
LocationSharjah, UAE
Date of Birth02 June 1986
DrivingUAE Light Vehicle
VisaDubai Airport Free Zone – Transferable
LanguagesEnglish · Malayalam · Hindi · Tamil
02Career

Work Experience

Apr 2021 – Present

Customer Service Manager

Sales & Supply Chain Operations

MGI Luxury Group · Dubai, UAE

Current
  • SAP Order-to-Cash (O2C): Managed full SAP O2C lifecycle ensuring accurate order entry, automated acknowledgments, and SLA-compliant dispatch.
  • Logistics & Freight: Oversaw end-to-end logistics including AWB issuance, customs documentation, and Incoterm compliance with global 3PLs.
  • Brand Portfolio: Handled regional sales order processing for luxury brands — Movado, Coach, Hugo Boss, Calvin Klein — ensuring SKU-level accuracy.
  • Warehouse Coordination: Collaborated with Hong Kong and Switzerland warehouses to prioritize shipments and ensure timely dispatch.
  • eCommerce Fulfillment: Built scalable O2C workflows for Amazon, Noon, and Namshi with platform-specific SKU mapping in SAP.
  • Inventory Management: Monitored stock health, flagged aging SKUs, and supported liquidation campaigns to reduce holding costs.
  • Key Account Management: Main point of contact for high-value clients with proactive communication and reporting.
  • Receivables: Partnered with finance to manage AR, process advance payments, and reduce outstanding receivables.
  • Team Leadership: Led cross-functional teams, delivering SAP SD training and onboarding support.
  • Trade Compliance: Generated error-free invoices, packing lists, export documents meeting customs and audit standards.
  • Returns & Reverse Logistics: Directed SAP-based credit processing, warehouse reintegration, and QA root cause analysis.
  • Marketing Ops: Coordinated POSM dispatches, promotional stock allocation, and trade show logistics.
May 2018 – Mar 2021

Customer Service Executive

Sales & Supply Chain Operations

MGI Luxury Group · Dubai, UAE

  • Executed SAP O2C lifecycle, logistics coordination, and eCommerce fulfillment for luxury brands across ME, India, Japan, and SEA.
  • Backorder & replenishment oversight with timely reports aligned to client expectations and sales demand.
  • Sales analytics & reporting — developed Excel-based performance dashboards and Budget vs. Actual reports.
  • Master Data Management — maintained customer records, pricing structures, and logistics hierarchies.
Jan 2014 – May 2018

Customer Service Executive

Logistics & Supply Chain

Swarovski Middle East FZE · Dubai, UAE

  • Processed and validated B2B sales orders in SAP SD aligned with stock availability and delivery lead times.
  • Negotiated freight rates with forwarders, achieving cost savings on high-volume movements.
  • Partnered with design team for custom product configurations and SAP item code generation.
  • Coordinated with Swarovski HQ for non-standard customization including sample tracking and production loops.
  • Handled weekly inbound shipments — inventory intakes, product labeling, and warehouse coordination.
  • Maintained GCC distributor communication with real-time updates on stock, shipments, and urgent requests.
  • Generated Excel-based dashboards from SAP for sales performance, return rates, and fulfillment metrics.
⭐ Star of the Week — Twice awarded for swift resolution of delivery discrepancies
🏆 Best Customer Service Executive — SEA Region
Oct 2010 – Oct 2013

Sales & Supply Coordinator

Global Operations

Supermax · Dubai, UAE

  • Built and maintained global sales performance dashboards, tracking actual vs. forecasted revenue.
  • Supported quarterly business reviews through structured region-wise performance analytics.
  • Collected and processed secondary sales data from global distributors for regional demand plans.
  • Coordinated conference calls and data gathering between country offices and HQ.
Mar 2009 – Mar 2010

Customer Service Associate

Vodafone Qatar (Intelenet BPO) · Mumbai, India

  • Delivered high-touch customer service in a telecom BPO environment with SIEBEL ERP entries and technical query resolution.
  • Supported CRM system rollout across two divisions and agent onboarding programs.
🌟 Excellent Performer for 8 consecutive months
03Expertise

Signature Strengths

Order-to-Cash (O2C)

SAP Order ManagementOrder FulfillmentBackorder ManagementCredit/Debit Memo

Logistics & Supply Chain

Freight Forwarding3PL ManagementExport DocsIncoterms (EXW, DAP)Customs

Sales Ops & Reporting

Budget vs. ActualExcel AnalyticsSales Data InterpretationKPI Dashboards

eCommerce Fulfillment

AmazonNoonNamshiSKU MappingReturns & Reverse

Customer Service & Accounts

B2B CoordinationDispute ResolutionRetentionCRMEscalation

Documentation & Compliance

Invoice PrepPacking ListsHS CodeCOOAudit Support

Team Leadership & Training

Cross-Functional TeamsSOPsOnboardingMentorshipGlobal Support

Strategic Planning

Process ImprovementInventory LiquidationData-Driven DecisionsRisk Mitigation
04Credentials

Education & Certifications

MBA

Master of Business Administration

Operations Management

Manipal University, Dubai, UAE

CGPA3.74 / 4.00
B.E.

Bachelor of Engineering

Aeronautical Engineering

Anna University, Chennai, India

ClassFirst Class
Advanced Excel & Power BI Ongoing
SAP SD Functional Training
SIEBEL ERP CRM Training
Business Analytics Workshops
05Recognition

Awards & Achievements

🏆

Best Customer Service Executive

2018

⭐

Star of the Week

April 2014 & May 2015

🌟

Excellent Performer

Customer Care, 2009

06Connect

Contact Me

Email

dawnaero@yahoo.com

Phone

+971-529986734

Location

Sharjah, UAE