Tze Ling Cherlyn Jee
Singapore
Summary
Customer service professional with extensive experience in enhancing customer experiences and leading service teams to achieve high satisfaction levels. Known for strong team collaboration and adaptability in dynamic environments. Skilled in conflict resolution and effective communication.
Overview
15
15
years of professional experience
Work History
Senior Customer Services Executive
Ceva Logistics Solutions Singapore PTE. LTD.
07.2019 - Current
- Coordinated export, import, and local delivery shipments across air and land freight operations.
- Liaised directly with airlines to secure competitive rates and manage booking confirmations to optimize profit margins.
- Streamlined interdepartmental communication, significantly improving operational response times and service efficiency.
- Verified and validated rate card submissions in internal systems to ensure billing accuracy.
- Analyzed client feedback and implemented service improvements that enhanced overall customer satisfaction.
- Managed pharmaceutical shipments, including cold chain logistics requiring temperature-controlled handling.
- Raised CPARs (Corrective/Preventive Action Reports) and filed claims with airlines for shipment discrepancies or damages.
- Handled complex aerospace logistics, including oversized cargo such as engines, fan cowls, and landing gear.
- Coordinated with Traffic Controllers, Operations Teams, and subcontractors to arrange specialized trucking and manpower for heavy lifting and time-sensitive shipments.
- Ensured full compliance with all customer SOPs, updating documentation and processes as required.
- Prepared competitive export quotations for overseas agents by sourcing optimal routes, rates, and airlines.
- Supported Sales and Operations teams by sourcing cost estimates from trucking firms, shipping lines, and carriers.
- Verified all freight dimensions and classifications to comply with dangerous and non-dangerous goods standards.
- Proactively monitored shipment statuses and milestones, keeping clients informed from origin to final delivery.
- Performed custom clearance and permit declarations for inbound shipments, ensuring accurate importer-of-record (IOR) and permit type.
- Liaised with the warehouse team to ensure on-time cargo delivery and milestone compliance.
- Audited shipment files to ensure freight costs and selling prices were entered and billed within KPI timelines.
- Led initiatives to improve client retention and service quality, resulting in enhanced customer loyalty.
- Handled escalated customer inquiries with professionalism, ensuring timely and effective resolutions.
Customer Services
Kuehne + Nagel Pte Ltd
10.2017 - 07.2019
- Responded promptly to customer enquiries, ensuring a high standard of service and satisfaction.
- Processed customer orders and coordinated end-to-end shipment documentation for export operations.
- Generated and submitted bagging orders for cargo manipulation and consolidation.
- Prepared comprehensive shipping documents, including HAWB, shipping certificates, commercial invoices, and packing lists.
- Managed documentation related to airfreight, local transportation, and warehouse coordination.
- Maintained close communication with shipping lines, airlines, customs officers, transporters, and overseas agents to ensure smooth operations.
- Monitored flight status updates (e.g., delays, offloads, departures, arrivals) and proactively informed stakeholders.
- Delivered responsive and solutions-oriented customer support, addressing inquiries related to delivery, forwarding, and postal services.
- Participated in professional development activities to enhance customer service capabilities and industry knowledge.
- Finalized and closed job files upon shipment completion, ensuring all documentation and system records were updated.
Sales Coordinator
Autopack Pte Ltd
12.2014 - 09.2017
- Provided administrative and operational support to the sales team, ensuring smooth coordination of sales activities.
- Handled customer inquiries and feedback, delivering prompt resolutions to enhance satisfaction and drive client retention.
- Streamlined order processing workflows, improving turnaround time and service efficiency.
- Maintained comprehensive records of contracts, sales orders, proposals, invoices, delivery orders, and client communications.
- Issued purchase orders and managed inventory for finished goods, ensuring optimal stock levels.
- Coordinated with overseas customers and freight forwarders to ensure timely cargo delivery and customs compliance.
- Liaised with warehouse personnel and logistics providers to ensure punctual local deliveries.
- Worked closely with the accounts department to monitor payment follow-ups and billing accuracy.
- Prepared and submitted weekly performance reports for management review.
- Built and maintained strong relationships with customers and stakeholders to support long-term business growth.
- Responded to telephone inquiries and conducted follow-ups on sales leads to support revenue generation.
Internship as Materials and Assembly Planner
FCI Connectors Malaysia Sdn Bhd
06.2014 - 11.2014
- Developed and implemented strategic supply chain planning processes to optimize production efficiency and minimize delays.
- Planned, scheduled, and coordinated full-cycle production workflows, ensuring timely product approvals and deliveries.
- Managed relationships with vendors and suppliers to ensure on-time material delivery and adherence to quality standards.
- Streamlined inventory control processes, enhancing stock level accuracy and reducing excess material waste.
- Coordinated material planning to ensure just-in-time inventory availability aligned with production schedules.
- Collaborated with production teams to resolve scheduling conflicts and address bottlenecks in real-time.
- Provided data-driven input to management and coordinated effectively with cross-functional teams, including marketing, sales, production, and engineering.
- Assisted in resolving disruptions caused by material shortages, or unexpected backlogs to maintain operational continuity.
Shipping Clerk
Moveon Technologies Pte Ltd
01.2011 - 07.2011
- Prepared and processed comprehensive shipping documentation, including export forms, delivery orders, and invoices.
- Coordinated shipping schedules to optimize delivery timelines and reduce logistical delays.
- Maintained accurate inventory levels, ensuring timely reorders and minimizing stock discrepancies.
- Utilized logistics software to ensure compliance and accuracy in shipping and export documentation.
- Implemented workflow improvements that streamlined order processing and minimized shipment errors.
- Liaised with warehouse teams and customers to ensure prompt order fulfillment and delivery coordination.
- Arranged shipments with overseas customers and freight forwarders to ensure smooth, timely cargo movement.
- Communicated effectively with factory staff to manage packing instructions and shipping requirements.
- Worked closely with factory operations to resolve order-related issues and maintain service continuity.
- Managed telephone and client inquiries, delivering timely updates on shipment status and order details.
- Supported daily logistics functions, ensuring seamless end-to-end shipping operations.
Education
MASTER IN ANALYTICS - Marketing
Massey University
PSB11-2026
Bachelor of Business Administration (Hons) - Technology Management
Twintech International University College
Malaysia01.2014
Skills
- Proficient in Cargowise
- Tom system
- Skilled in Microsoft Office
- SAS statistical analysis
- RStudio data analysis skills
- Experience with Pegasus
- Ciel experience
- Acon
- Navigation System (NAV)
- Database
- Experienced in C programming
Languages
English
Chinese (Mandarin)
Malay
Timeline
Senior Customer Services Executive
Ceva Logistics Solutions Singapore PTE. LTD.
07.2019 - Current
Customer Services
Kuehne + Nagel Pte Ltd
10.2017 - 07.2019
Sales Coordinator
Autopack Pte Ltd
12.2014 - 09.2017
Internship as Materials and Assembly Planner
FCI Connectors Malaysia Sdn Bhd
06.2014 - 11.2014
Shipping Clerk
Moveon Technologies Pte Ltd
01.2011 - 07.2011
MASTER IN ANALYTICS - Marketing
Massey University
Bachelor of Business Administration (Hons) - Technology Management
Twintech International University College
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