CHRISTY KERK

Primary responsibilities include being the point of contact on all supply chain requirements and striving towards meeting the given target through active engagement with customers and internal functions.

Duties include:

• Being the lead person to run the Order to Deliver process for assigned customers.
• Meeting Customer Service KPI's such as high fill rates, on-time delivery of orders; reduction of losses due to Order to Cash (OTC) cycle.
• Ensuring order accuracy for fulfilment and hygiene upon fulfilment in SAP.
• Working with business partners to unlock supply issues and servicing related concerns such as dispatch plan, invoicing, claims, documentations, and pre-payment processes.
• Responsible lead digitization and capabilities relating to improving Customer Service operations.

Achievement

• Awarded Stingy Sam for 70K logistics savings for 1 SKU.
• Recognition from client and achieved a top grading in the yearly work review.

Primary responsibilities include leading a team of 7 customer service cum purchasers ensuring the smooth operation of the Customer Support (CS) Department. The department, the focal point of contact for all customers and suppliers is responsible for order fulfilment, stock replenishment, import & export compliance, sales support work and SOP activities to ensure on time delivery.

Duties include:

• Being responsible for the recruitment and reviewing of staff performance.
• Overseeing the purchasing function; review inventory lead time, stock holding and check need for adjustments based on sales run-rate & information from Sales & Marketing team.
• Approving new part creation and price change and recommend write off and obsoletion based on sales run-rate.
• Constant reviewing the ordering and distribution process within the supply chain and propose enhancements to processes and procedures.
• Responsible for the planning and execution of the annual bookfest event (collaboration between Pacific Bookstores and NTUC Ucare).

Achievement

• In charge of the set-up and implementation of the website with the programmer.

Account Management roles include being the primary point of contact on customer support issues, providing Pre/Post-sales support to customers and striving towards meeting sales target of the allocated accounts.

Pre-Sales Support duties:

• Initiate account setup for new customers, providing competitive quotes to customers.
• Processing and managing of customer orders, initiating sourcing and purchasing of parts to resolve customer’s AOG / critical requirement.
• Manage opportunities (LTA, JIT programs) from inception to final award or closure.

Post-Sales Support duties:

• Following up with buyers and warehouse personnel to ensure prompt delivery of products, tracking & following up with buyers on incoming shipment and ensure on-time delivery from suppliers.
• Generating open reports and advising shipping information to customers.
• Handling customers' complaints and providing solutions to the problems highlighted.
• Being responsible for all matters pertaining to RMA.
• Submitting monthly reports to higher management, following up with customers on overdue payments, resolving payment discrepancy for PO and invoices.

Primary responsibilities include leading a team of customer support executives & assistants ensuring the smooth operation of the Customer Support (CS) Department while striving towards meeting the monthly sales target.

Other responsibilities include being the primary point of contact on customer support issues, providing pre and post-sales support to customer by establishing, maintaining & strengthening relationship and rapport with existing & new clients & suppliers.

Duties include:

• Increasing customers' satisfaction & prompt delivery of services by building rapport and gathering of customers' feedback; handling expectation study, proposing solution and implementing improvement plan.
• Working closely with inter-department HODs to identify and resolve key issues customers are facing.
• Teaming up with Materials Dept to expand company sourcing pool or capability through active involvement in selection, evaluation and development of new supply sources.
• Performing request for quotations and raise purchase order to ensure order fulfilment.
• Constantly reviewing and improving the efficiency of the operational process within the CS Department.
• Planning and performing standby duties to attend to AOG service on rotational basis Being the representative for Customer Support Department; in charge of the setting up and implementing the operation process for the Customer Support Department with the SAP representative Participate in sales process that involve LTA (Long Term Agreement) and sales on project basis such as consignment project.
• Responsible in recruiting, training and performing staff performance appraisal for my team.

Achievements

• Sales improvement from $4mil to $8mil from yr2005 to yr2007.
• Achieve high grade on Customer satisfaction via survey form and feedback.
• Set up and implemented of Sales operation process module in JD Edward system.
• Established SOP and work instructions for CS Dept and assist company to achieve ISO 9001:2000, and certified by CAAS (Civil Aviation Authority of Singapore) in 2006.
• Developed a dynamic CS team with very low turnover, team expanded from 2 staffs in 2005 to 7 staffs Certificate of Attendance for Import / Export Documentations & Shipping Procedures in 2007.

Primary responsibilities include submitting monthly report to Assistant Manager and being the primary point of contact for customer services issues.

Duties include:

• Being the primary point of contact for customer services issues such as RFQ and Vehicle status.
• To ensure that all incoming quotations are been passed on to the appropriate estimators to quote.
• Ensure that warranty issues are resolved.
• Coordinate with various departments such as Quality, Operation, Warranty and Estimation departments on customer's issues.

Achievement

• Compiling and maintaining the operation manual for the CRM Centre. The internal library includes information on the company workflow, etc. It is set up for the use for both new and existing employees.

Primary responsibilities are to be in charge of Permanent, Contract and Temporary Technical / Engineering placements for industries such as manufacturing, petrochemical, semiconductor, etc. Since 2002, with focus still on the Technical / Engineering placements, my duties have broadened to do all types of placements (IT, Engineering, Accounts and Administration positions) from manufacturing, petrochemical, semiconductor industries, etc.

Duties include:

• Training and supervising of new recruitment consultants.
• Doing cold calling and meeting up with corporate clients to explore new customer base.
• Developing and maintaining a strong working relationship with clients and candidates.
• Conducting interviews with selective and potential candidates to assess their suitability before sending to clients for further assessment.
• Assisting clients to perform reference check upon request on selected candidates before the computation of salary by the clients.
• Negotiate with clients on placement charges and candidates on salary package.

Achievement

• Setting up and maintaining the internal library. The internal library includes information on the company workflow, employment information, etc. It is set up for the use for both new and existing employees.