Joey Chua
Summary
Highly motivated Customer Service Team Leader with strong client relationship and excellent organization skills. Provides customers with optimal products and services to meet their specific needs.
Responds and resolves issues from customers, monitor daily workflow of customer service executives while ensuring correct procedures are adhered, identifies system improvements, workflow improvements, and enhancing team efficiency.
Overview
19
19
years of professional experience
Work History
Customer Service Lead, SEAO & Export Markets
SYMRISE ASIA PACIFIC
2015.11 - Current
- Managing Customer Service Executives based in Singapore and SEAO order management team located in India.
- Resolved customer service issues using company processes and policies and provided updates to customers
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
- Collaborated with internal stakeholders to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Provided primary customer support to internal and external customers in fast-paced environment
- Increased efficiency and performance by team members productivity and providing feedback
- Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge
- Proactive communication with customers related to order management e.g: Product availability, order status and delivery tracking
- Perform Sales Order creation, processing changes and returns
- Letter of Credit handling, shipping and delivery tracking including following up on shipping documents and dispatch to customers if required
- Monitor customers’ order placement against sales forecast and communicate with sales persons if orders are not within forecast
- Liaise with internal stakeholders such as Planning, Production, Warehouse, Shipping and Commercial Teams for OTC process.
- Raise request for new article creation, maintenance of ship to party in SAP customer master data
- Support credit management on billing and accounts receivable management such as handling invoice discrepancies, monitoring customer payment schedule and follow up on overdue payment with customers or sales persons, processing credit / debit notes
- Support sales team to meet their monthly forecast target
- Handle sampling request (New win)
- Monthly S&OP meeting with planning and sales team
- Complaint handling
- SAP local key user (Involve in system testing)
- Trained, oversee, and mentored new team members to strengthen performance and job expertise.
- Supervise day-to-day customer service operations to provide staff with guidance and drive productivity.
- Resolve customer service issues using company processes and policies and provide updates to customers.
- Review associate performance to identify training needs.
- Met or exceeded monthly sales goals by using dynamic interpersonal and tried and true persuasion skills.
- Assist in warehouse migration
Senior Customer Service Executive
NMB Singapore Ltd
2008.05 - 2015.11
- Process customer orders, determine product availabilities, negotiate acceptable delivery dates with customers, and closely manage orders to ensure all customer requirements are met (customers’ reschedule and/or cancellation requests)
- Work with customers on shipment status, payment & credit limits to avoid order on holds
- Liaise and coordinate with Production Department on goods availability and production completion date
- Coordinate with warehouse and forwarder on deliveries
- Monitor and maintain inventory at a reasonable level for VMI customers
- Work with customer on their forecast and understand the demand of their market and submit forecast to factory for material planning on monthly basis
- Database Maintenance of customers’ information such as part numbers and price list using AS400
- Process credits and adjustments relating to quality or pricing issues
- Work closely with internal departments to achieve smooth process
- Assist to develop, maintain and strengthen existing customer relationship
- Assist and train newly recruited customer service coordinator
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Managed timely and effective replacement of damaged or missing products.
- Reason for leaving: Relocation to the west area.
Administrative Executive
MSP Singapore LLC
2006.07 - 2008.05
- Between Merck & Schering Plough
- Process Purchase Orders & Shipping Invoices using AS400 system
- Liaise with inter-companies’ counterparts on orders status, backlog and delivery schedule
- Ensure required documents are sent to the relevant parties to expedite shipments
- Prepares inter-company invoicing
- Accurate recording of all expense invoices and payments in Accounts Payable module of JDEwards
- Manage and follow-up on vendors payment queries
- Prepare monthly Bank Reconciliation
- Submit GST claim to IRAS
- Prepare monthly closing reports for management review
- Provide administrative support to the team
- Perform back-up functions where necessary
- Reason for leaving: Prefer to focus on demand and forecasting scope and liaising with customers.
Sales Coordinator
Toyota Tsusho Singapore Pte Ltd
2004.07 - 2006.07
- Direct dealing and issuing of purchase orders to overseas suppliers and ensuring on-time delivery of goods to regional customers’
- Direct dealing with forwarders’ and shipping lines on Air and Sea rates
- Fully in-charge of Toyota and Daihatsu demand forecast for Malaysia market
- Keying in customer orders in system using SAP and APACS (In-house system) and follow up their orders status by using checklist to monitor
- Creating of new customer code and new Part number in the APACS system
- Preparing shipping invoices to customers and checking of Bill of Lading and Air Way Bill to ensure accuracy
- Work and understand overseas Toyota’s factory demand production and liaising with overseas supplier for stocks availability and planning of the delivery of the stocks to avoid line stoppage
- Monitor and maintain inventory at a reasonable level
- Prepare and analyzing quotations to customers for every review periods quarterly
- Check and raise payment to suppliers and forwarders monthly
- Follow up with customers’ on their overdue invoices and liaise with Finance on their payment schedule
- Handling claim and Shortage Material Quality Report (SMQR) from customer to supplier
- Gather and review customers' feedback on monthly basis
- Prepare monthly closing reports for management review
- Reason for leaving: This is a yearly renewable contract position
- Availabilitymonth
- Current Salary $5500
- Expected Salary $6200 (Nego)
Education
BBA -
Singapore Institute of Management, RMIT
06.2009
Certificate – GST -
Institute of Certified Public Account of Singapore
09.2007
Advanced Excel Spreadsheet Skills -
Institute of Certified Public Accountants of SG
Singapore09.2007
Awarded by Singapore Workforce Development Agency) Certificate - Problem Solving and Decision-Making – Operation Level -
PSB Corporation Pte Ltd
06.2006
Diploma - Business Information Technology
Singapore Polytechnic
06.2004
Skills
- Order Management
- Microsoft Office
- Customer Relationship Management
- Managing Multiple Tasks
- Coaching and Mentoring
- SAP (Key User)
- Involved in system implementation and migration form Accpac to Sap
- Assist in warehouse migration
Timeline
Customer Service Lead, SEAO & Export Markets
SYMRISE ASIA PACIFIC
2015.11 - Current
Senior Customer Service Executive
NMB Singapore Ltd
2008.05 - 2015.11
Administrative Executive
MSP Singapore LLC
2006.07 - 2008.05
Sales Coordinator
Toyota Tsusho Singapore Pte Ltd
2004.07 - 2006.07
BBA -
Singapore Institute of Management, RMIT
Certificate – GST -
Institute of Certified Public Account of Singapore
Advanced Excel Spreadsheet Skills -
Institute of Certified Public Accountants of SG
Awarded by Singapore Workforce Development Agency) Certificate - Problem Solving and Decision-Making – Operation Level -
PSB Corporation Pte Ltd
Diploma - Business Information Technology
Singapore Polytechnic
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