Experience

Access World

• Switzerland
• Transportation, Logistics, Supply Chain and Storage
• 300 - 400 Employee

• Customer Service Manager SEA

  • Jun 2021 - Present



Freight Systems

• United Arab Emirates
• Transportation, Logistics and Storage
• 1 - 100 Employee

• Operations Manager

  • Oct 2019 - Jun 2021

  • Lead the Operations Team and check daily dashboard to monitor overall operations department performance to ensure smooth workflow• Involved in recruitment, training concerning the system and process flow, plan leave schedules, organize backups when needed, conduct annual reviews in relation to their work performance• Ensure timely completion of operation work and issuance of all shipping documentations and correct invoices as per agreed quotation with customers• Maintain high standards of customer care and ensure that the clients are professionally served• Promptly handle customer/ team escalations • Implement corrective actions and preventive measures for immediate service recovery• Manage and control overall operation costs and follow up with customers on accounts payable• Assess partner / vendor performance on regular basis• Liaise with overseas agents on the various requirements and rates as well as provide quotes/ rates to local customers and overseas offices• Review the profit & loss of jobs, analyse costings and raise concern to Pricing team • Assist in preparing documents for tenders or contracts• Review business flow and work processes timely to improve operational excellence and approve changes of work processes• Joint sales visit to resolved operational issues when necessary • Implement the approved Budget Business Plan for the year and ensure that both APP and Revenue targets are achieved or surpassed• To provide management reports for operations meeting with interpreting of information and making recommendations based on the performance of department• To provide reports and prepare work related presentations for discussion and analysis• Other duties as assigned by Country Director and CEO



Access World

• Switzerland
• Transportation, Logistics, Supply Chain and Storage
• 300 - 400 Employee

• Deputy Customer Service Manager

  • Jan 2018 - Oct 2019

  - Manage the CS team (Metals, CMA, Agriculture, Oil & Gas, Projects) to ensure smooth & timely execution of inbound/outbound shipment, shipping documentation including all related warehousing/CMA activities- Troubleshoot and resolve day-to-day customer service/operational issues- Align, review and develop CS procedures- Ensure accurate and timely billing by CS team and preparation of job costing prior to month end closing- Liaise with Finance department on queries pertaining to Account Receivables and Payables- Ensure CS team keep proper filling and archiving of all the job files- Initiate and implement measures for improvements of process and productivity of the contractors- Develop and establish SOP for key/new customers- Assist Branch Manager to oversee PKFZ/ Bukit Raja/ Ipoh offices



GAC Group

• United Arab Emirates
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• Senior Customer Service Executive

  • Mar 2014 - Dec 2017

  • Manage Business Support and Customer Services by co-ordinating overall operational and department activities efficient and effectively• Provide the highest level of customer service and maintain excellent relationship with customers by maintaining professional, prompt and polite communication with clients at all time • Assist in sourcing vendors for Projects department as well as develop and maintain excellent contacts with vendors. Continuously assess all vendors’ performance• Verify draft quotations prepared by Business Support team to ensure clients requirement are met and no errors before submitting to clients• Segregate shipments to Customer Service team and monitor overall operations, ensure shipping documents such as AWB/BL, Carnet, customs forms are in order and ensure timely and accuracy in invoicing• Assisting Customer Service team in preparations of government agencies certification such as SIRIM permit, CIDB, JKED• Conduct regular meetings to carry out service failure investigation or complaint and ensure corrective and preventive actions are taken place and for the development of the team• Prepare various reports as required by the management and submit them in a timely manner • Keep accurate records of discussions and correspondence with customers with proper filing/archiving and ensure easy retrieval of the information • Build client’s relationships and manage client’s expectations through regular visits and correspondence exchange• Assist in developing new business opportunities with Sales team • Have experience in Project cargoes, Events and Merchandising, RORO, Dangerous Goods, Warehousing, Ship Spares and AOG• Carry out all other activities as assigned by HOD



UTi Worldwide (DSV A/S)

• Denmark
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• CUSTOMER RELATIONS EXECUTIVE

  • Jan 2009 - Feb 2014

   Reporting to the Customer Service Manager Attend to and follow-up on client enquiries and requests Procure competitive rates from overseas office and liners/ co-loaders and prepare quotation to client for land, air and ocean Acknowledge and follow-up on shipment booking to ensure on timely departure and arrival of shipments Coordinating with truckers, airlines, carriers and customs broker for order delivery arrangement as well as shipment preparation Coordinating role to ensure client's deliveries are efficient and reduce mistakes/contamination and minimize company's costs Provide pre-alert and shipping documents to customer and destination offices Create job file and update details in the company system Arrange survey and re-work of damaged container as and when necessary Assisting in general administration, documentation, report preparation and other necessary paper work & filing Ensure timely and accuracy in documentations and invoicing Preparation of all the shipping documents e.g: Bill of lading, invoice, custom forms for import and export Carry out service failure investigation/ complaint and ensure corrective and preventive actions are in place Build client’s relationships and manage client’s expectations through regular visits and correspondence exchange Involve in ad-hoc duties and projects as and when required to broaden scope and exposure Knowledge in EDI Enterprise/ 1View



SMART Modular Technologies

• United States
• Semiconductor Manufacturing
• 700 & Above Employee

• Shipping Assistant

  • Dec 2003 - Dec 2008

   Report to the Logistics and Distribution Manager Work with internal department such as purchasing & planner pertaining to Incoming and Outgoing shipment Monitor and ensure that all shipment is delivered timely to meet production schedule To work with/ liaise closely with other departments in ensuring smooth execution of shipments & achievement of company goals To monitor and coordinate with Finish Goods Store/ Warehouse departments to ensure finish good stocks are sufficient for delivery Handling of export documentation and preparing the necessary shipping documents including invoices, packing lists, airway bill, certificates of origin Liaising & follow up with transportation/ forwarding agencies for all shipments ensuring all oversea imports/exports are on smooth flow with timely clearance and delivery of shipment to customers Manage and co-ordinate on application of government approvals for all To coordinate collection of freight cost data and submitted to Account department for billing purposes As liaison with Customs Department and other government bodies and familiar with their formalities and practices for Import and Export. E.g: LMW renewal, IPC application, Lampiran GPB, CO endorsement Assist the Section Head in preparing and managing shipping and transports budgets, monitoring To handle ad-hoc logistic problem and produce alternate solution Familiar with INCOTERMS Knowledge in SAP