Account Executive

• Jun 2023 - Present

Manager, Customer Service and Global Product Development

• Jan 2018 - Jan 2023

Primary responsibilities are including but not limited to:Supervise day-to-day operations in the customer service department.Ensure on time order acknowledgement, execution and resolution of service related issues.Create, maintain and upgrade effective customer service SOPs and policies.Respond and create strategies in response to Customer Survey results in order to improve customer’s satisfaction and loyalty.Measure productivity and efficiency performance based on data driven metrics and initiate periodical Incentive programs.Initiate new hire based on business needs and facilitate training and resources under on-boarding program.Set and drive goal for the Customer service team and publish the achievement on the Organizational Business reviewStay informed on the latest industry techniques and methodsGlobal product Development:Supervising a team who are responsible for making a product produced including costing, sampling, attributing and setting up quality and testing standards.Analyze Product costing along with the Operation & Finance team to determine competitive & profitable pricing.Guide the team to design, maintain and upgrade SOPs.Drive the Cost savings initiatives and set Savings target through product, process and material reengineering.Lead periodic meeting with the Sales and Customer service team to review service performance and improvement initiativesEnable CS & Sales team through product knowledge & solution and training. Show less

Assistant Manager, Global Product Development

• Apr 2013 - Dec 2017

Supervising a team who are responsible for making a product produced including costing, sampling, attributing and setting up quality and testing standards.Analyze Product costing along with the Operation & Finance team to determine competitive & profitable pricing.Guide the team to design, maintain and upgrade SOPs.Drive the Cost savings initiatives and set Savings target through product, process and material reengineering.Lead periodic meeting with the Sales and Customer service team to review service performance and improvement initiativesEnable CS & Sales team through product knowledge & solution and training. Show less

Senior Executive, Account Development

• May 2011 - Mar 2013

Coordinate with team for new product development through Startup Kit and selecting raw material from existing inventory & overseas supplier.Implement, train & follow up the Oracle Sampling tracking module to ensure & minimize sampling cycle time, identify delay reason.Coordinate with the team for 5S, Managing Daily Improvement (MDI), Value Stream Mapping (VSM) as a part of continuous process improvement and Enterprise Lean Sigma (ELS).Assist on determining prices by doing competitive and profitable costing.Establish several guideline & procedure in order to streamline Product Development process.Act as a technical support for product development team and other cross functional team as and when required.Train/assist customer service, order processing team, sales team and other parties in the process of achieving highest degree required by each account/RBO in terms of service and quality. Show less

Executive, Global Product Development

• May 2009 - Apr 2011

Develop new products, brands, business plan & sales strategy primarily for U.S.A. based retailers according to market demand and ensure that local site can produce and sell those.Assist on determining prices that are competitive as well as give maximum profit to the company.Communicate with other global sites i.e. Hong Kong, U.S.A via email, phones for up-to-date information on new products, prices, services etc. Train/assist customer service, sales team and other personnel in the process of achieving highest degree required by each account/retailer in terms of service and quality.Act as a Certified Approver for Graphics products & Heat Transfer Label.Assist supply chain team to ensure the raw material availability for production and to source correct material with better priceAct as the key gatekeeper of information e.g. guidelines, specifications, color standards and regulatory requirements for individual account.Report submission to intra department and other global sites as required.Closely follow up on accounts and make sure to files, documents & relevant departments are always up-to-date.Handle cross functional projects including 5S, kaizen.Maximize the possibility of business by pro-active sales activities & turn the potentials to profits. Show less

Officer, Global Product Development

• Oct 2007 - Apr 2009

Primary responsibilities is to develop new products & brands primarily for U.S.A. based retailers according to market demand and ensure that the products can be produced & sold locally.Calculate cost & assist on determining prices that’s carry maximum profit as well as are competitive to other supplier.Communicate with other global sites i.e. Hong Kong, U.S.A via email, phones for guidelines, up-to-date information for any new products, brands, prices, services etc. Train/assist customer service, sales team and other personnel in the process of achieving highest degree required by each account/retailer in terms of service and quality.Assist supply chain team to ensure the raw material availability for production and to source correct material with better priceAct as the key gatekeeper of information e.g. guidelines, specifications, color standards and regulatory requirements for individual account.Report submission to internal & external parties as well as other global sites as necessaryClosely follow up on accounts and make sure the documents & relevant associates are always updated.Escalate any issue or constrain to the management and/or cross functional team for temporary & permanent solution. Show less

Officer, Customer Service

• Mar 2006 - Sep 2007

• Responsible for processing orders & following-up with GPD team for new product development to update the customer/client in terms of set up & capability.• Worked closely with Sales team to anticipate future projections from customer/ client.• Liaising with Credit Control team to recover outstanding credit balance from customer.• Responsible issuing Proforma Invoice and following-up with customer/ client to ensure payment.• Time to time update Customer about production & documentation status.• Responsible following up with customer for ready goods collection & ensure smooth delivery by coordinating with Dispatch team.• Kept customer updated with current status, new guideline or procedure (if any) & escalates any critical issue to immediate supervisor if unable to handle Show less

Asst. Merchandiser

• Sep 2005 - Feb 2006

Officer, Quality Assurance

• Jun 2005 - Aug 2005