Grace Cheu

Started my career in the PCB industry as a Customer Service Executive, where I developed strong skills in end-to-end order management, production tracking, and customer relationship management. Over the years, I progressed into sales roles, leveraging my deep understanding of customer needs, operational workflows, and technical processes to drive revenue growth, manage key accounts, and expand business opportunities. This combination of hands-on customer service experience and extensive sales expertise enables me to deliver both excellent client satisfaction and measurable business results.

Job Scope & Responsibilities as Customer Service Executive:

• Acted as the primary liaison between customers and the PCB manufacturing team, ensuring smooth communication throughout the production cycle.
• Tracked customer orders from forecast, through production, to after delivery, monitoring factory production and WIP (Work in Progress) to ensure timely fulfillment.
• Coordinated with Production, Quality Assurance, and Logistics to resolve any operational issues affecting delivery schedules.
• Handled customer inquiries and complaints regarding order status, delivery delays, or post-delivery concerns, ensuring timely and satisfactory resolution.
• Maintained accurate records of customer forecasts, orders, revisions, and communications in ERP/CRM systems.
• Provided feedback to internal teams on recurring operational issues or customer concerns to improve processes and service.

Key Achievements:

• Improved on-time delivery and order tracking by closely monitoring factory production and WIP across all stages from forecast to post-delivery.
• Assisted QA and production teams in resolving operational issues, reducing delays and enhancing customer satisfaction.
• Built strong, long-term relationships with customers through proactive communication and reliable follow-ups.

Skills Applied:

• End-to-end order tracking (forecast → production → post-delivery)
• Customer relationship management
• WIP and production monitoring
• ERP/CRM system management
• Cross-departmental coordination and communication

Job Scope and Responsibility (Sales Engineer)

Primary Responsibilities:

• Serve as the technical and commercial point of contact for customers, understanding their requirements and recommending appropriate PCB solutions.
• Review customer specifications, drawings, and requirements to provide feasible solutions in collaboration with Engineering.
• Prepare technical proposals, quotations, and commercial terms in line with production capabilities and customer requirements.
• Maintain and grow customer accounts by building strong relationships and ensuring high satisfaction levels.
• Collaborate with internal teams (Engineering, Production, QA, and Logistics) to ensure smooth order execution and timely delivery.
• Identify new business opportunities, potential clients, and market trends to support company growth.
• Attend customer meetings, presentations, and technical discussions to clarify product capabilities, design constraints, and process feasibility.
• Provide feedback from customers to internal teams for product improvement or process optimization.
• Monitor factory production and WIP (Work in Progress) to ensure timely fulfillment.
• Review customer forecasts and provide loading approvals, coordinating with Production to ensure capacity alignment and on-time delivery.
• Ensure monthly sales targets are met by monitoring pipeline, prioritizing key accounts, and following up on opportunities.
• Conduct quarterly price negotiations with customers, aligning commercial terms with company strategy and coordinating with the factory for cost feasibility.

Key Achievements (Resume-Friendly Phrases):

• Consistently achieved or exceeded sales targets while maintaining strong customer satisfaction.
• Successfully converted complex technical requirements into feasible PCB solutions, increasing repeat business.
• Expanded client base by [X%] through strategic relationship building and technical support.
• Ensured production capacity and customer demand alignment through careful review of forecasts and loading approvals, reducing delays and bottlenecks.
• Strengthened customer trust and repeat business by providing timely updates on production and delivery schedules.

Skills Applied:

• Technical understanding of PCB processes: multilayer stack-up, materials, surface finishes, tolerances.
• Customer relationship management and account growth.
• Proposal preparation, negotiation, and closing deals.
• Cross-functional coordination (Engineering, Production, QA, Logistics).
• WIP and factory production monitoring
• Loading approval and production capacity management
• Monthly sales target management
• Quarterly price negotiation and cost coordination

Job Scope & Responsibilities:

• Handled day-to-day administrative tasks including office correspondence, filing, documentation, and scheduling meetings.
• Managed accounts payable and receivable, ensuring accurate and timely processing of invoices, payments, and receipts.
• Maintained financial records, prepared reports, and assisted in budgeting and forecasting.
• Coordinated with project managers, suppliers, and subcontractors for procurement, delivery schedules, and invoice verification.
• Assisted in payroll preparation and employee expense claims.
• Supported management in preparing contracts, tender documents, and other project-related documentation.
• Maintained and updated databases for clients, projects, suppliers, and contractors.
• Liaised with banks, auditors, and statutory authorities for financial and compliance matters.
• Provided general office support including stationery management, office supplies, and facility coordination.
• Ensured smooth workflow between administrative and accounting functions to support project and company operations.

Key Achievements (Resume-Friendly Phrases):

• Streamlined invoice and payment processes, improving payment cycle efficiency.
• Assisted in budget tracking for multiple projects, ensuring cost control and timely reporting.
• Maintained accurate records that facilitated audit and statutory compliance.
• Supported project teams with timely administrative and financial assistance, contributing to smooth project execution.

Skills Applied:

• Accounts payable/receivable management
• Financial record keeping and reporting
• Office administration and documentation
• Payroll and employee expense management
• Vendor and contractor coordination
• Budget monitoring and cost control
• Cross-functional collaboration