Achievement:
Compliment from customer served rated as Excellent Service.
Compliment from Inter-department's head as Utmost Service.
Consistent remain Customer satisfaction feedback KPI & OTD set.
Responsibilities:
Station in Penang - Malaysia and reporting to Asia Pac office located in Singapore.
Country Served:
Singapore / Malaysia / Thailand / Philippines
China / India / Interco / Vietnam
Australia / New Zealand / Others
- Handle daily inbound calls, emails, faxes and response to customer queries on time
- Liaise closely with different functional team such as Warehouse, Supply Chain, Account, QA,
etc.
- Process, review and acknowledge customer PO
- Email customer order to supply chain for stock allocation, checking and planning, follow up
with production to ensure meeting shipping schedule
- Prepare Document i.e SO, issue PL to warehouse to pick & pack goods, review completed PL
and notify warehouse if any discrepancy of quantity / lot#.
- Vessel booking - SEA / AIR / Truck and work closely with forwarder .
- Liaise with customer by providing shipping schedule - notify cargo collection to forwarder by
given complete shipping documents (DO, PL, Invoice, COA, SDS (If any).
- Prepare RFQ / Quotation as per sales requested.
- Maintain/well-kept neat & tidy documentation for CS Department.
- Source new potential forwarders, review & cost verification for monthly freight quotation/
freight local transportation from forwarders.
- Manage shipping and freight forwarding agents for optimal quality service by reviewing their
service.
- Obtain Approval - credit note to customer of price discrepancy, stock return, short ship, quality
issue / etc.
- Resolve and / or highlight customer issues / complaints
- Review sales & marketing ISO standards document to ensure compliance
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- Participate Internal / External Audit.
- Supervise and ensure delivery on time with minimal repeat mistake done by employee
- Ensure SC/ Operation meeting customer order timeline / shipping schedule to avoid delay and
customer complaint
- Monthly OTD report monitoring / Forecast planning update for all customers.
- Ensure consistently customer satisfaction yearly rating
- External email account monitoring
- Provide on-the-job training and continuous coaching for new employees.
- Negotiation quote with forwarder either Air / SEA
- Provided best quote to management to review
Additional Task:
- Support Equipment / Automation team for all work processing
- Coaching new CSO for equipment / automation team
- Arrange training for staff and monitoring record training hour to fulfill ISO request
- Support All Sales & Marketing team member when requested
- Expanding assist to finance on AR issue and ensure customer pay on committed date
- Ensure well kept master file for both chemical, equipment / automation.
- Consolidate & record monitoring for All Sales & Marketing leave
- Sample collection back up when necessary / requested
- Pre-screening application, Interview arrangement and conduct interview -
face to face/ Video Skype/TEAM etc
Admin Role :
- Responsible for day-to-day running of the office administration.
- Manage travel desk on travel management included flight, hotel, taxi
- Well-organize & kept for filling / correspondence records
- Arrange Artwork gift / name card design with Supplier
- Handle all office expenses / clerical
Reason to Leaving :
Looking for career advancement opportunities and attractive offer.

2 compliments received:
Company Name/Country/Year:
Cardolite Zhuhai/China/2011
Cosco Kansai(TianJin)/China/2012
Responsibility:
Country Support:China
-Handle daily customers ordering and any complaints feedback.
-Maintain the best and quality services of Customer Service Organization(CSO) in supporting
business team in order to meet customer satisfaction.
-Liaise closely with different functional team such as Commercial, Scheduling, Distribution,
Plant, Logistic, Supply Chain, Quality, Etc.
-Comply with the company standard processes and procedures to support customer base
aligned with the business area.
-Responsible for managing orders administration according to the countries supported.
-Handle daily inbound calls, incoming emails, faxes, web ordering and customer websites
related to order management.
-Ensure accuracy of order entry into system.
-Monitor on day to day orders to ensure all orders completed on time. Proactively follow up for
any outstanding orders or pending issues.
-Records on complaint received, assign to appropriate complaint owners by following
complaints procedure.
-Maintain call management based on call KPI set.
-Maintain customer service best practices as a customer service team.
-Keep good relationship with customers by providing professional service.
-Ensure proper filling and correspondence manual work are well maintain.
-Comply with established processes and procedures including standard business processes,
global trade compliance and safety standards.
-Support Business team on new business rules, margin enhancement activities.
Additional Task:
-Billing report cross checking for local orders on daily basis to ensure the bill is accuracy.
-Handling on consignment orders for focus account.
-Raise the credit/debit memo for adjustment of actual quantity for bill.
-Assist on cross business & cross region order
handling.
-Project based assignments :
Data update & cleansing.
-Involve in weekly continues improvement activity discussion
-Participate in continues improvement competition
-Assist on Material List Update
-Maintain customer data in system
-Handle Sample Order from sample centre.
-Work closely with Pricing team on the VAT invoice issue to minimize customer complaint on
price discrepancies.
-Raise Workbook for any changed of information of customer.
-Assist cross region team mate for helping them to clear the shipping schedule &
shipping document.
-Assigned to handle Workbook task before routed to Master Data Team for further action.
(Create Workbook for new account set up)
(Change company name)
(Create / change of shipping address /
Bill To / Payer To address)
(Change of contact details)
(Extend Sales Org)
Experience Gained:
Multi-Tasking.
Work with minimum supervision, independent.
Willing to help other colleagues & maintain good teamwork
Good Initiative to work on other businesses to learn more
Good follow up to meet customer's expectations.
Build the good rapport with internal dept such as Inventory Specialist, Production, Transport
Planner, Biling team, Credit & Collection team, Pricing Team as well as external customers
such as Distributor, Focus customers / direct customers.
Copyright @ 2023 JobStreet.com
Copyright @ 2023 JobStreet.com
Reason of Leaving:
Husband relocate to Penang State Permanently