Germaine Chin Gui Qing

A detail-oriented and proactive professional with extensive experience in claims processing, vendor relations, and quality control. Expertise in managing both customer and vendor claims, monitoring claims KPIs, and collaborating with cross-functional teams to ensure effective resolution. Skilled in evaluating claims, overseeing inventory adjustments, and providing training to customers on quality-related issues. Adept at working with service providers and vendors to improve inbound processes and maintain high standards. Experienced in executing projects with direct impacts on quality and compliance, while ensuring adherence to HQ guidelines.

Key Responsibilities:

• Managed customer claims from submission to resolution, including claim evaluation, physical parts inspection, and inventory adjustments.
• Issued credit/debit notes and coordinated returns or rejections, while ensuring timely follow-up with customers.
• Provided refresher training to customers on claims and quality-related processes.
• Worked with vendors to address inbound errors, improve processes, and update the Procurement team on parts actions.
• Monitored claims KPIs weekly and worked with service providers to achieve or maintain agreed targets, implementing new initiatives as needed.
• Conducted monthly and quarterly evaluations of service providers’ claims performance, including bonus and malus assessments.
• Collaborated with Quality Assurance on inventory adjustments, training, and the implementation of HQ guidelines.
• Participated in logistics audits and managed progress reporting for quality-focused projects.

Warehouse Facilities Maintenance: Lead and manage maintenance activities for the warehouse, collaborating with external stakeholders such as 3PL Operations, Racking Vendor, and Warehouse Landlord.

• Building Maintenance
• Racking Maintenance
• Operational Oversight
• Warehouse Projects Management

A dedicated professional with expertise in managing customer relations, order processing, and logistics within a dynamic environment. Responsibilities include being the primary point of contact for assigned customers, addressing inquiries, complaints, and service issues, and coordinating with cross-functional teams to resolve challenges. Proven ability in managing customer orders, backorder resolutions, and freight cost optimization. Skilled in using systems like SAP (E2P/E9P) for tracking orders, generating reports, and handling customer credit issues. Adept at preparing standard operating procedures (SOPs), conducting customer training, and identifying process improvements. Experienced in participating in business reviews and managing customer claims effectively within established timelines.

Key Responsibilities:

• Acted as the main contact for customers on logistics, parts ordering, and service inquiries.
• Managed customer complaints and ensured timely issue resolution.
• Generated reports and analysis for customers and management.
• Monitored customer orders and coordinated delivery updates.
• Worked with finance to maintain updated credit records and resolve issues.
• Supported customer setup and termination in SAP, liaising with stakeholders for smooth transitions.
• Provided advice on freight cost optimization and streamlined business processes.
• Issued credit/debit notes and handled customer claims effectively within set timelines.

A versatile professional with experience managing both shipping and sales functions independently. Skilled in coordinating export and import shipments, liaising with forwarders, and ensuring timely and accurate documentation. Strong background in customer service, including handling inquiries, preparing quotations, and maintaining customer relationships for both local and overseas markets. Experienced in utilizing UBS systems for invoicing and order management, as well as updating the company website. A proactive team player with hands-on experience representing the company at exhibitions and addressing customer needs in person.

Key Responsibilities:

• Managed export and import shipments, liaising with freight forwarders to schedule bookings and pickups.
• Coordinated with sales managers and warehouse personnel to ensure parts/items were ready for shipment.
• Prepared and maintained shipping documentation, including invoices, packing lists, and commercial invoices, using the UBS system.
• Updated daily data entry and invoicing records for shipments.
• Worked with sales managers to create and send quotations to customers.
• Responded to customer inquiries, providing support on quotations, pricing, goods preparation, and shipments.
• Communicated with freight forwarders to negotiate freight charges and arrange bookings for imports and exports.
• Maintained and updated the company website.
• Represented the company at local and overseas exhibitions, engaging with walk-in customers.

Key Responsibilities:

• Managed and oversaw all shipping arrangements for both export and import shipments independently.
• Coordinated with freight forwarders, courier services, and shipping companies to schedule bookings and pickup times for export shipments.
• Collaborated with internal teams, including sales marketers and production personnel, to ensure timely preparation of parts/items for shipment.
• Worked closely with packers to ensure proper packing of goods, in line with shipping requirements.
• Prepared and maintained shipping documentation, including invoices, packing lists, and commercial invoices.
• Utilized the UBS system for data entry, including creating Delivery Orders, Invoices, Credit Notes, Debit Notes, and other necessary documents.
• Designed and delivered monthly department presentations, featuring charts and reports on freight charges and invoicing.
• Ensured accurate daily data entry and updated records as required.
• Assisted with preparation of documents for ISO audits, including packing lists and invoices.
• Conducted price comparisons for import and export shipments with various forwarding companies to ensure cost-effectiveness.
• Liaised with sales marketers to create and send out quotations to customers.
• Handled incoming phone calls from freight forwarders, addressed inquiries, and coordinated the arrangement of bookings for imports and exports.