Maritime Customer Service

Skilled Shipping Specialist and Customer Support Specialist; Over 10 years of combined experience in shipping industries and customer support. Possesses a Bachelor’s Degree in Maritime Management and attended various excellent customer service trainings. Achieved outstanding academic results and active in co-curriculum as student leader and edit school newspaper.

Experienced working as Airfreight Customer Support Specialist in the air cargo environment.

Skilled in cultivating positive relationships with clients and colleagues; particularly adept at communicating with clarity and diplomacy to individuals from diverse cultural and organizational backgrounds. Fluent in Chinese Mandarin, conversational in English.

Three years of experience as Plant Operations Manager; effective at multitasking and working under pressure to accomplish overall objectives.

A position that will provide me with opportunities to learn and advance professionally. I am confident I can adapt successfully to the industrial environment and as a self-starter, I will learn whatever additional skills the position requires.

University College of Science and Technology Malaysia (KUSTEM)

Bachelor of Management (Maritime) – CGPA 3.583/4.000 │ 2001 – 2003

Subject learned:-

Port & Shipping Management/ Marine Cargo Operation & Procedures/ Container System & Rules/ Ship Broker & Charter/ Logistic & Distribution Management/ Marine Policy/ International Law of the Sea/ Marine Safety/ Marine Insurance.

Learned also Transportation Principles, Commercial Law, Quality & Operation Management, Strategic Management, Research Methodology, Information System, Economy, Accounting, Principles of Marketing, Financial Management and Human Resource Management. Gained invaluable experiences of inter-personal skills and acknowledged the importance of personal time management and presentation skills.

Dato’ Mohd. Said High School, Nilai

Malaysia Higher School Certificate (S.T.P.M.) │ 1998 – 1999

Malaysia Certificate of Education (S.P.M.) │ 1996 – 1997

Lower Secondary Assessment (P.M.R.) – 6As, 2Bs │ 1993 – 1995

Kuo Min Chinese Primary School, Nilai

Primary School Achievement Test (U.P.S.R.) – 5As, 1B │ 1987 – 1992 

University College of Science and Technology Malaysia (KUSTEM) │ 2002 – 2003

Participated in Maritime Management Student Society (MAPEM);            

Participated in Chinese Society;

Participated in Sea Turtle Research Unit (SEATRU);

Participated in Seminar of Marine Safety;

Participated in Seminar of Marine Cargo Operations.         

Dato’ Mohd. Said High School, Nilai │ 1998 – 1999

Chairlady of Prefectorial Board;

Representative of Form Six Society; 

Dato’ Mohd. Said High School, Nilai │ 1996 – 1997

Treasurer of Prefectorial Board;

Secretary of Chinese Society;

Editor of Chinese Society’s Yearbook;

Committee member of Economy and Business Society.       

University College of Science and Technology Malaysia (KUSTEM)

Bachelor of Management (Maritime) – CGPA 3.583/4.000 │ 2001 – 2003

2003    : Dean List Awards (6th Semester);

2002    : Dean List Awards (5th Semester); Golden Key Excellent Awards;

2001    : Dean List Awards (3rd Semester);

2000   : Dean List Awards (1st Semester);

1994    : 2nd Winner of State Poem Declamation

V Best Decoration Pvt. Ltd.

plant OPERATIONS Manager │ January 2014 – July 2016

Reports to: managing director

direct reports: 3

• Ensuring a well-structured and maintained factory to meet good housekeeping for a safe and healthy environment for all.
• Ensuring optimal use of factory space, technologies, equipment, materials and other resources to attain Company’s plans and profitability. Organizing the repair and routine maintenance of production equipment; Maintaining and upkeep of all office equipment, facilities, stationery and etc.
• Liaising with all departments on continuous improvements of manufacturing processes and cost saving programs.
• Procurement and sourcing for existing and new spare parts/ manufacturing aids to enhance/ improve production line.
• Overseeing and coordinating with the production department to ensure timely delivery of quality products.
• Overseeing the full spectrum of Human Resource and Administration activities, including Recruitment, Compensation and Benefits, to process Payroll, Training and Development, Employee and Employer Relationship, Performance Management, Policies and Procedures and General Administration. Handling matters related to foreign workers and immigration.  
• Handled and troubleshoot any issues related with shipping matters. Familiar with Custom (LMW & GST) regulations and procedures.
• Building positive business relationships with local/ overseas business communities and governmental regulatory bodies, such as Customs Department, Immigration Department, Auditors, Income Tax Department, Labor Department, Department of Safety and Health and others related.
• To host for customer visit. Making travel arrangements.
• Involved in company Profit & Loss Accounts, GST/ VAT compliance, audit report, company related tax and banker matters.
• Handled and review Accounts receivables, Accounts payable and Cash Management function.
• Ensure contracts and agreements are executed and implemented.
• Conducting town hall meetings and motivational talk to general employees.

Major Contribution/ Achievement in V Best Decoration:

• To ensure a proper facilitation on VGM (Verified Gross Mass) implementation in Malaysia 01-July, 2016, including business registration and preparation for VGM with Marine Department Malaysia and Klang Port Net System.
• Helped organization prepare for 01-April, 2015 GST (Goods and Services Tax) implementation in Malaysia, including business registration for GST, tax invoice issuance and record keeping, filing tax returns, claiming GST refunds and payment of tax.
• Helped organization to ease cash flow by apply Approved Trader Scheme (ATS). This allows the organization to suspend the payment of GST on goods imported at the time of importation.
• Promoted a safety and health environment by establishing work procedures, using proper safety equipment and eliminating workplace hazards. Adhered to safety and environmental regulations in the areas of accident prevention, waste reduction, health enhancement and excellent housekeeping.
• Recruitment of new foreign workers for employment with the organization and liaise with relevant authorities concerning recruitment.
• To set up Licensed Manufacturing Warehouse in line with the government’s policy, in terms of license application and renewal procedures, type of premises, manufacturing operation, reporting, etc.

Emerson Process Management Manufacturing (M) Pvt. Ltd.

Customer Service Specialist (Position: Executive 3 / Job Grade: E49) │ July 2011 – June 2013

Customer Service Specialist (Position: Executive 2 / Job Grade: E48) │ Oct 2007 – June 2011

Customer Service Specialist (Position: Executive 1 / Job Grade: E47) │ July 2006 – Sept 2007

Interfaced with people from all level and department, from Order Entry, Master Production Scheduler, Production Planner, Purchaser, Production, QA, Logistics for scheduling & shipping arrangement… up to on-site service request after delivery and penalty claims (if any). Strong back-end support for Sales Team in managing orders from both Projects and MRO (Maintenance & Repair Order).

Pioneer teamsince 2008 in managing Europe orders.

Innovated with Kaizen (continues improvement) mind set. Active and achieve excellent results in 5s activities, structured problem solving project and consistent SGIA submissions.

• Attended to customers’ queries/ complaints on order and delivery status tactfully and effectively. To resolve any customer order delivery conflicts (shorter than prospectors lead time or supplier long lead items) within company and customer. Follow up daily outstanding orders/ backlog orders.
• Acknowledged customer e-mails within the day and respond with answer within 1 working day. To consistently retrieve voice mail minimum 2 times a day and return call to customers.
• Monitored all order processing related duties, monitoring data entry team to perform all the steps necessary for processing orders in a timely, accurate and effective manner, including process customer change order request correctly & promptly, review pricing and verify pricing change order & file the record. To negotiate partial shipment with customer for orders with huge quantities.
• Coordinated and hosted customers visit, expediting meeting and third party inspection activities.
• Worked with customer on commercial issues (Credit, Letter of Credit, TT before shipment).
• Ensured sales orders completed with proper system transaction before release for shipment.
• Gatekeeper for trade compliance by screening MK Data before shipment released.
• Coordinated on shipment scheduling.
• Reviewed and processed Customer Complaint. Arranged service request from customer at site and verify & process the penalty claim from customers.
• Responsible for timely and accurate updates of regular and ad hoc management reports, e.g. order status report to customers, project status report to project team, monthly activities report (OTD, Finished Goods Inventory), and customer feedback.
• Provide price quote and stock for inter-company enquiry.

Emerson Process Management Manufacturing (M) Pvt. Ltd.

Planner (Position: Executive 1 / Job Grade: E47) │ November 2005 – June 2006

• Initiated daily production schedule by refer to master production schedule for timely order delivery.
• Managing raw material purchase requisition and order requisition form printing for production, and finished goods issuance to warehouse. Maintaining proper record/ filing of the relevant documents.
• Reviewed daily production report and monitor actual production against the production schedule. To coordinate with respective HOD and line leader any unforeseen delay/ unfulfilled order.
• Ensured customers’ deliver instruction being prioritize & schedule to production if any urgency/ hiccup situation; to convey customer request being effectively channel to respective department.

Major Contribution/ Achievement in Emerson Process Management:

• Recognition of Most Consistent SGIA Submission in 2012.
• Overall rating at EE (Exceeds Expectations) in 2009 & 2010 yearly performance review. Results oriented - Achieved high degree of customer satisfaction by process and evaluate yearly Customer Satisfaction Survey Result to work out on company yearly metric and to uplift service level.
• Pioneer team since 2008 in managing Europe orders.
• Three consecutive awards with Department 5S Champion in 2007-2008 as the recognition in achieving Best 5S Area.
• Recognition of completing the Structured Problem Solving project as assigned in 2007.

Expeditors (Malaysia) Pvt. Ltd.

Air Export Customer Service Supervisor (Job Grade: 6)│May 2005 – October 2005

Reports to: AIRFREIGHT MANAGER

direct reports: 2

• Assisted Air Export Manager in performing business duties relating to air export department with a view to achieving its profits objectives. At the same time, I have to supervise all operations staffs, ensuring proper procedures of preparation of jobs are followed as per customer and company’s requirements, at minimum job discrepancies among the team.
• Ensured constantly updating of airlines rates/ quotations to customers is kept at proper location and to create a good relationship with staffs and airlines to meet the company’s requirements.
• Monitored daily operations of customer services: Consolidated all related shipment for the same destination in an orderly and timely manner. Checked, reviewed and verified all outbound documents and inform customers on any special requirements on exporting to destination country. Reviewed and updated all memo/ announcements from customer within the department. Ensured all rates/ charges are in place for shipment processing. Complied with the quality service standard and the benchmark of employee’s standard against measurements for continuous improvements on service performance.
• Performed additional tasks as required to meet the department’s needs, e.g. report preparation and customer retention activities, etc.

Expeditors (Malaysia) Pvt. Ltd.

Air Import Customer Service Supervisor (Job Grade: 6) │ Jan 2005 – April 2005

Air Import Customer Service Coordinator (Job Grade: 5) │April 2004 – December 2004

Air Import Customer Service Clerk III (Job Grade: 4) │April 2003 – March 2004

Reports to: AIRFREIGHT MANAGER

direct reports: 3

• Leading a team of customer service staff to provide quality services to existing and new customers. Responsible for fulfilling Air Import customer requirement by handling all customer inquiries and complaints promptly and effectively (maintain customer complaint and compliment file). Ensuring timely billing (to review and check if rates applied for Collect shipment are correctly billed) and dispatches of invoice to customer and generate relevant customer report. Pre-plan/ daily arrangement for cargo delivery and follow up payment on COD shipment.
• Coordinated shipment movement with Brokerage team and liaise with overseas office. Maintained and updated all shipment discrepancies within department and all PNC (Preliminary Notice of Claims) are filed within 14 days of freight arrival. All claims file are to be follow up with origin office and Head Office.
• Provided support to Sales and CAMs (Corporate Account Managers). Responsible in checking all new DLSOP created by Sales Team and join sales calls.
• Ensured minimum job discrepancies among the team/ proper procedures of preparation of jobs are followed as per F.A.S.T. (Functional Audit Specification Team) requirements. Besides, all interoffice settlement is closed within 3 days and compliance to EXCEL (Expeditors Commitment to Excellent Leadership) standard.
• Ensured conducive working environment in the Air Import department. Provided guidance and on-the-job training for subordinate improvement and development.
• Analyzed monthly inbound shipment (based on shipment/ tonnage/ origin/ customer/ profit).
• Pioneered departmental system running (e-doc) and additional tasks as required, e.g. prepared meeting minutes, corrective action report; manpower arrangement, etc.

Major Contribution/ Achievement in Expeditors:

• Enhanced service skills of customer service team by establishing 2C files – by consolidating and reviewing various Complaint and Compliment letters as lesson learn / case study with the team.
• Coached and developed staff to be promoted to the higher job grade.

Halim Mazmin Ltd., Kuala Lumpur

Industrial Trainee │March 2002 – June 2002

Studied a project on a shipping company management, including its working system, resources allocation and organizational administration. Gained knowledge and experience in the following areas:-

• Ship Operations: Day-to-day operations of vessel, cargo operations and onboard ship visit.
• Ship Management: International Safety Management (ISM) Code, Seafarer’s Training Certificate Watchkeeping (STCW) Code 1995, purchasing and crewing.
• Logistics Management and Services: Role of Multimodal Transport Operator and total logistics operations, logistics communication and distribution.
• Ship Agency Management and Services: Ship agency services and coordination, port visit.

Kuo Min Chinese Primary School, Nilai

Temporary Teacher │January 2000 – April 2000

• Acted as form teacher;
• Coordinate curriculum activities;
• Lead representative of sport team;
• Serve extra tuition class.

Mastile Nilai Pvt. Ltd., Nilai

General Clerk │January 1998 – April 1998             

• Promoted products in departmental stores.
• Attended to all incoming and outgoing calls appropriately and courteously.
• Coordinated logistic procedure.
• Product display and set up; update the stock inventory level.
• Performed data entry requirements.
• Assisted in all general administration work & documentation filing.

TECHNICAL SKILLS

• Possesses computing skills in using main Microsoft Office applications (MS Word, Excel and PowerPoint) and database systems (4th Shift system).
• Communicating in languages of English, Malay and Chinese Mandarin (Written and Spoken); fluent in Chinese Dialects ie. Hakka and Cantonese.

COMMUNiCATION SKILLS

• High touch customer service, gained over 10 years in a customer facing role at both American companies - Expeditors and Emerson Process Management. Verbal and written communication, client and partner relationship management/ hospitality, etc.
• Business development, gained thru Plant Operations Manager’s experience. Developing objectives, goals and plans to support and contribute positively to the company’s business plans. I wrote clear and concise guidelines for the implementation of each project, eg Safety and Health at workplace, Shipping and Customs, Human Resource and General Administration (ability to training others, professional public speaking and presentation experience). Attention to detail and organized.
• Strong verbal communication skills when delivering presentations at university and at subject-related conferences. Audiences ranged from small groups to numbers of up to 70 people.

PROFESSIONALISM

• Patience, unemotional and consistency until the later are the utmost strengths as enduring endless workload pressures and tasks. Unceasing commitment towards personal goal.
• Pioneer team in Emerson Process Management since 2008 in managing additional new market assigned of Europe orders.
• Solid ability to work to targets with a proven track record in company sales.

FLEXIBILITY (ADAPTABILITY)

• A flexible professional who enjoys learning new skills and quickly adapts to organizational changes.
• Adapted quickly to restructuring of Planning department and the relocation to Customer Service department in Emerson Process Management.
• Reliable and always on-the-go, ready for dirty works.

MOTIVATION

• I am a warm, sincere person who is eager to learn and willing to work hard. I always make efforts, even extra miles to complete scheduled projects successfully and on time. Work habits are neat and organized.
• I always set challenging goals and achieved those goals through persistence, dedication, and commitment. Motivated self-starter; able to spark interest and take initiative.
• Procurement and sourcing for existing and new spare parts/ manufacturing aids to enhance/ improve production line.
• Identified weaknesses in the networking system and implemented a cost effective program to improve functionality and decrease cost.

PROBLEM SOLVING

• Able to think in an objective manner.
• Possess strong sense of responsibility and highly inquisitive.
• Able to deal with problems calmly and efficiently as shown on a regular basis in my role as Customer Service. Careful to approach situations in a neutral and non-personal manner, employing active listening skills and asking appropriate questions to help to identify problems and working to find a satisfactory solution.

ORGANIZATION AND PRIORITIZATION SKILLS

• Self-starter and work independently with less supervision;
• I coordinated and scheduled all 5S activities for the department in Emerson Process Management. Won the best 5S Award for 3 consecutive competitions.
• Implemented the step by step plan for prioritizing each project/ report to meet the due date at V Best Decoration.

LEADERSHIP SKILLS

• I hired and evaluated the performance of all workers in V Best Decoration.
• I supervised and motivated my team of 3 subordinates (direct reports) at both V Best Decoration and Expeditors. Coached and developed staff to be promoted to the higher job grade.
• Enhanced service skills of customer service team by establishing 2C files – by consolidating and reviewing various Complaint and Compliment letters as lesson learn / case study with the team.
• Student leader during high school study. Team lead for charitable donations.

TEAM WORK

• Charismatic leader as well as a dynamic team player;
• Work effectively as part of the Lean Thinking team at Emerson Process Management, being adaptable to meet the needs of the team.
• Confident when working in groups, both for academic projects and in a range of club and society involvements.