Carol Chiew Bee Poh

Key Responsibilities Skills & Competencies

Account Management

1. Google Cloud

2. Flextronics

• Serve as the primary point of contact for assigned key accounts.
• Build and maintain strong relationships across all levels of the client’s organization.
• Develop and maintain Standard Operating Procedures (SOPs) tailored to each client.
• Lead client onboarding and ensure smooth implementation of services.

Operational Execution

• Identify and resolve service gaps, risks, and operational pain points.
• Ensure data quality and compliance with KPIs (e.g., billing timeliness, AR ratings).
• Oversee daily logistics operations including shipment coordination.

Performance Monitoring

• Track and analyze client performance against agreed volumes and service levels.
• Conduct regular business reviews and follow up on action items.
• Ensure client reporting requirements are met accurately and on time.

• Excellent communication and negotiation skills.
• Strong analytical and problem-solving abilities.
• Strategic thinking and customer-centric mindset.
• Team collaboration and stakeholder management.

Account Management

1. Applied Materials (AMAT)

2.Medtronics (MDT)

3. Illumina (ILMN)

• Driving and managing SEAPAC/APAC programs for Key Account Customers.
• Proactively identifying opportunities to improve existing SOP, service performance and KPI.
• Working closely with the key stakeholders (internal and customer) to ensure overall program effectiveness.
• Holding regular meetings / calls to address operation issues, conduct root cause analysis with corrective/preventive actions.
• Using Excel & power point to conduct regular monthly/quarterly business review (MBR/QBR) with internal and external stakeholders to show results and to identify gaps, offering recommendations for process improvement.
• Supervising employees and assessing performances to determine training needs and define accurate plans for decreasing process lags.
• Developing, managing and monitoring new program implementation including providing training.
• Introducing higher standards for customer service and increased efficiency by streamlining operations.
• Resolving customer complaints while prioritizing customer satisfaction and loyalty.
• Program Management
• Reporting to Head of Program Management
• SEAPAC OKAM for Applied Materials
• APAC OKAM for Medtronic International
• APAC OKAM for Illumina

• Team Strength: 9 Staffs.
• Managing 9 team members that allocate, plan and prepare shipping docs of daily shipments.
• Motivate team to consistently meet daily/monthly KPIs.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Actively engage with LSP and Operation team to ensure smooth order management.
• Prepare reports to plan for next day order allocation.
• Timely address customer service and operation issues, conduct root cause analysis with corrective / preventive actions.
• Daily meetings with 3M and Operation team to align shipment status and to address issues facing during day to day operations.
• Introduced higher standards for customer service and increased efficiency by streamlining operations.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Contract Logistics
• 3M RDC APAC
• Reporting to Contract Manager

• Team Strength: 14 Staffs
• Lead and mentor the customer service team
• Liaise with customer on the standard operating procedures.
• To co-ordinate with Ocean Carriers for bookings/uplift upon escalation from team.
• Attend to freight management and rates negotiation with internal procurement team as well as with Carriers.
• Ensure productivity of teams is maintained and constantly look for areas of improvement to dive efficiently in each department.
• Monitoring all shipments’ milestones are kept updated by team.
• Support Sales functions by attending weekly meetings with clients and providing operational information as required.
• Monitor and review staff Key Performance Indicators (KPIs) such as billing, netting, open folios & data quality performance.
• Reviewing monthly profit and loss for all shipments and reporting to Management.
• Conduct performance appraisals for all direct reports.
• To conduct recruitment exercise when needed.
• To analyse issue, implement corrective action and preventive measures for immediate service recovery.
• Prepare and issue detailed and accurate weekly / monthly reports to Head of Seafreight.
• Reporting to Head of Seafreight Operations

• Team Strength: 6 Staffs
• Probation supposed to be 6 months, managed to prove with positive results and get confirmation within 3 months.
• Working closely with Managing Director of Singapore Office to review and improve on current process flow.
• Assist individual Business Development/Sales team in further expanding & developing existing accounts. To cultivate and farm the accounts by building trustworthy working relationship with customers.
• Be the bridge/escalation point for internal (Finance, Sales, Warehouse & Seafreight) & external customers/vendors.
• Set up Customer Standard Operating Procedures (CSOP) for individual customer together with respective Account Holder to ensure smooth operation.
• Engaging Global Account operational implementation with respective Account Holder.
• Setting up Standard Operating Procedures (SOP) for local and overseas offices.
• Resolving overseas/local Customers’ enquiries and complaints through phone calls and emails, inclusive of quotations and problem solving.
• Managing all accounts that involve normal and drop (triangle) shipments from scratch to shipment’s arrival at destinations.
• Managing monthly reports/KPI for internal (Finance, Sales, Warehouse & Seafreight) & external customers using inhouse system (Book-It)
• Reporting to Managing Director

• Working closely with Head of Seafreight to review and improve on current process flow.
• Assist individual Business Development/Sales team in further expanding & developing existing accounts. To cultivate and farm the accounts by building trustworthy working relationship with customers.
• Be the bridge/escalation point for internal (Finance, Sales, Warehouse & Seafreight) & external customers.
• Set up Customer Standard Operating Procedures (CSOP) for individual customer together with respective Account Holder to ensure smooth operation.
• Engaging Global Account operational implementation with respective Account Holder.
• Setting up Standard Operating Procedures (SOP) for local and overseas offices.
• Resolving overseas/local Customers’ enquiries and complaints through phone calls and emails, inclusive of quotations and problem solving.
• Managing all accounts that involve normal and drop (triangle) shipments from scratch to shipment’s arrival at destinations.
• Managing monthly reports/KPI for internal (Finance, Sales, Warehouse & Seafreight) & external customers using inhouse system (EDI / Nextgen / Cargowise)
• Work closely with respective stakeholders to meet requirement for various KPIs (Cross Voyage Billing, Credit Note & Auto-rating).
• Attending Customer’s QBR (Quarterly Business Review) regularly with respective Account Holder to identify areas of improvement and enhancing overall service quality.
• Daily job scope including follow-up on shipments and keep customer closely updated via emails and inhouse system (EDI / Nextgen / Cargowise / IRIS)
• Reporting to Head of Seafreight

• Working closely with Regional Sales Director on managing Customer Service Team, to review and improve on existing process flow.
• Attending to rates enquiry from customers.
• Source and negotiate rates with Carriers to get the best deal and to send quotation to customer, including follow-up after sending quotation.
• Assist individual Business Development/Sales team in further expanding & developing existing accounts. To cultivate and farm the accounts by building trustworthy working relationship with customers.
• Be the bridge/escalation point for internal (Finance, Sales, Warehouse, Airfreight & Seafreight) & external customers.
• Set up Customer Standard Operating Procedures (CSOP) for individual customer together with respective Account Holder to ensure smooth operation.
• Engaging Global Account operational implementation with respective Account Holder.
• Setting up Standard Operating Procedures (SOP) for local and overseas offices.
• Resolving overseas/local Customers’ enquiries and complaints through phone calls and emails, inclusive of quotations and problem solving.
• Managing all accounts that involve normal and drop (triangle) shipments from scratch to shipment’s arrival at destinations.
• Managing monthly reports/KPI for internal (Finance, Sales, Warehouse, Airfreight & Seafreight) & external customers using inhouse system (EDI / Nextgen / Cargowise).
• Work closely with respective stakeholders to meet requirement for various KPIs (Cross Voyage Billing, Credit Note & Auto-rating).
• Attending Customer’s QBR (Quarterly Business Review) regularly with respective Account Holder to identify areas of improvement and enhancing overall service quality.
• Daily job scope including follow-up on shipments and keep customer closely updated via emails and inhouse system (EDI / Nextgen / Cargowise / IRIS).
• Reporting to Regional Sales Director

• Hunting new accounts while managing existing customer’s base.
• Reporting to the Director directly with minimum supervision
• Resolving overseas/local Customers’ enquiries & complaints through phone calls and emails, inclusive of quotations and problem solving
• Managing all accounts that involve normal and drop (triangle) shipments from scratch to closing the file; including switch documents.
• Attending to customer’s rates enquiry.
• Sourcing/Negotiating rates and setting up Standard Operating Procedures (SOP) for local and overseas offices
• Be the bridge/escalation point for internal & external customers.
• Preparing monthly reports for customers and Director using inhouse system (Sea Connect)
• Set up regular meetings with customers to identify areas of improvement and enhancing overall service quality.
• Daily job scope including follow-up on shipments and keep customer closely updated.
• Preparing invoices / billing of shipment to customer and vendors using inhouse system (Sea Connect)
• Closing of files / shipments.

• Began working from the position of Import Customer Service Officer and promoted to Manager.
• Managing general accounts, key accounts and triangle shipments handling various types of commodities
• Reporting to the General Manager directly and managing Customer Service Team of 4 with minimum supervision
• Resolving overseas/local Customers’ enquiries through phone calls and emails, inclusive of quotations and problem solving
• Sourcing/Negotiating rates with Carriers and setting up Standard Operating Procedures (SOP) for local and overseas offices
• Preparing weekly reports for customers and Regional Managing Director using inhouse system (EDI / Nextgen / Cargowise).
• Involved in settling operational issues including billing using inhouse system (EDI / Nextgen / Cargowise).

• Preparing of shipping documents and paperwork for export shipments ex-Singapore to USA using Customer’s inhouse systems (SAP).
• Resolving to and resolving overseas and local customers’ demands and complains through emails and phone calls
• Liaising with other departments closely to ensure smooth delivery of shipments
• Contract Logistics