Program Manager

• Mar 2021 - Present

Managed the Reverse Logistics Program and responsible for delivering innovative and cost-effective post-sales experiences for assigned customer in APAC region. Managed all aspects of the account by directing, guiding and providing overall leadership with respect to the program and in alignment with the organization. Developed program objectives, and initiatives to achieve short and long-term profitability goals Program Management• Direct management of APAC Reverse Logistics operations including RMA management, Vendor and Customer Billing and Inventory control. • Cross-functional relationship management with Customer, 3rd party vendor and internal member working on the same program to meet account performance objectives as well as the account expectation.• Developed and implemented processes and process controls to optimize costs, efficiencies and drive customer compliance with contractual obligations.• Responsible for the identification and allocation of resources with 3rd party vendors externally to ensure operational execution efficiencies are attained, maintained and improved.• Identified opportunities to improve efficiencies, consolidate operations, reduce logistics costs, localize operations and support customer service and supply chain regional initiatives.• Managed and resolved issues related to customer Service-Level Agreements, escalations, exceptions or operational execution.• Reported on the status of account movement and transactions and communicated the progress of monthly/quarterly account performance to internal and external stakeholder.

Customer Service Manager

• Jul 2017 - Mar 2021

Led the CS team and ensured that the team were operated in accordance with corporate policies, international regulations and compliance. Supported Sales activities included Order Fulfillment, Order Processing and Sales demand creation. Identified opportunities and build credibility with customers to deliver the value proposition to the customers and ensured the utmost quality and customer satisfaction. Account Management• Maximized revenue from order backlogs under the accounts from order receipt through to delivery.• Ensured that rolling forecast was maintained, gave organization full visibility of potential orders by analyzed various reports.• Led cross-function problem solving teams to address commercial, technical or manufacturing issues associated with Customer Account. • Coordinated cross-functional internally to meet the customer’s requests in the pre-sales, sales and post-sales stages.• Formulated, process, strategies and deliver strategic business plans with other stakeholders within the company. People Management• Provided leadership and mentored a team of 3 Customer Service to drive and optimize backlog to meet revenue goals. • Managed and distributed team workload to optimize efficiency. • Motivated, coached and empowered team members to promote teamwork.• Initiated enhancement projects and assignment of tasks to members, empowering them to lead and oversee projects. • Monitored day to day sales orders & ensure smooth daily operations of the department.• Involved in Order Management issues; Point of contact for Order Management issues and escalated matters.

Account Manager

• Nov 2015 - Jun 2017

Managed all aspects of engagements with customer to build relationships and understood customer business to provide appropriate products and solutions. Responsibility included Account Receivable, Inventory Risk, VMI, Order fulfillment, NPI, Production and Quality issue. Succeeded in various projects wins and achieved KPI in expending existing customer revenue with one of the most challenging top customers in the company. Account Management• Supported customer RFQ and provide quotation, achieved and exceeded sales budget of the accounts assigned.• Developed budgets and responsible for cost management on every accounts.• Coordinated with buyers/manufacturing/engineering to support NPI and meet customer’s mass production requirement.• Led cross-functional production teams for mass production kick-off meeting.• Managed customer’s order and forecast, drive business to increase sales on customers assigned.• Managed Customer Hub Inventory in 3rd Party warehouse (VMI). • Managed customer contracts to ensure company compliance and negotiated contract modifications as required.• Met monthly targets set for order fulfilment, account receivables and inventory risk.• Identified and acted on any potential excess and obsolete inventory.• Analyzed and prepared various report for Management discussion – Monthly Prospecting report,Monthly Sales plan report, Quarterly Actual sale report, Yearly budgeting report.

Sales and Marketing Executive

• Dec 2014 - Nov 2015

In-charged of Indonesia, Taiwan, Korea, South Africa and Malaysia market, and was able to meet and even exceeded target set by the management. Managed existing customer as well as successfully acquired new customer for both Sanden and AC Edge (Sanden’s 2nd brand) brand to expand the company business.  Sales and Marketing Management• Travelled to country assigned to understand customer business and identify their need and made sales proposal for business development. • Performed Marketwalk to gather information such as market trend and competitors’ analysis in order to propose countermeasure as well as creating brand strategies to management. • Updated customers on company latest promotion and followed up to increase sale opportunity.• Attended enquiry from existing/new customer and explored opportunity to convert to sales.• Managed monthly sales and shipment forecasts to meet customer’s needs.• Met quarterly and yearly sales and gross profit objectives of market assigned.

Sr Staff Customer Service Representative

• Feb 2010 - Aug 2014

Managed Broadcom’s multi million dollars top customers in various regions (Japan, Korea, China, HK and Brazil). Responsibility included Order Management and Account Management for Direct and Channel business. Managed strategic customers in VMI and Buffer program and end-to-end order processing.  Account Management• Supported Finance team in new account setup, reviewing Customer Financial Statement and Application form.• RFQ and Pricing related, such as Quotation, Royalty, Rebate program, Quarterly price change, and Step Pricing.• Channel Partner’s Point-of-Sales, Inventory report and Quarterly Stock Rotation.• Supported company’s month end and quarter end revenue target are met by working with customers to pull-in/push-out orders across quarter and made sure no delinquent backlog.  Order Management• Data entry for order processing such as new PO, rescheduling, updating of pricing and shipping location, etc.• Ensured availability of products through coordination with Planner and Inbound Logistics for shipment; with Outbound Logistics to ensure shipments are made in a timely manner.• Liaised with QA to ensure that all QA Hold is resolved prior shipment.• Reverse Logistics: ensured that the natural of return by customer is accepted by the company policy. Worked with QA, Marketing, and Operation team to close the RMA process.• Process Credit/Debit note for customer pertaining to any pricing issue involved.• Review customer LC application for Finance LC negotiation prior shipment.• Participated in various ERP (Peoplesoft) enhancement testing.

Senior Customer Service Representative

• Apr 2007 - Feb 2010

Customer Service Representative

• May 2004 - Apr 2007

Customer Service Coordinator

• Jul 2003 - May 2004