Loo Phooi Lai
Customer Operations
Summary
Proficiency in Chinese ,Japanese and English order management from end to end on product and services orders in IT industry
Collaborative team player and consistently focused on achieving goals.
Overview
2026
2026
years of professional experience
3
3
Languages
Work History
Supply Chain Operations & Logistics
HP Pte Ltd
07.2024 - 11.2025
- Generate and update weekly ETA reports to drive accurate WOI forecasting for the Sales team.
- To align with global performance standards set by WW, conduct weekly data analysis of Power BI data at the product level and monthly reviews of country performance, collaborating with cross functional teams to identify operational inefficiencies and uncover root causes.
- Facilitating bi-weekly reviews drives customer satisfaction (NPS) escalating actionable insights to relevant teams for corrective action.
Order Management
Poly Pte Ltd (Poly has been acquired by HP from Nov 2022)
05.2022 - 06.2024
- Served as primary contact for assigned customers, managed full spectrum of Order management including both hardware order and service order (includes resolving pricing issue, stock status update and backlog reports).
- Collaborating with internal teams to resolve issues and handle order escalations timely.
- Leaded the discussions and knowledge transfer to the Japan OM team to ensure a smooth transition of responsibilities.
Customer Service & Client Success Specialist
Commscope Singapore Pte Ltd
08.2019 - 04.2022
- Coordinating Cross functional team resolving operational issues including extend pricing list,expedited order fulfillment with planners from multiple stocking points.
- Collaborated with Logistics team to optimize Customer satisfaction such as arrange speed truck when shipment delayed, request stock transfer to Japan etc.
- System test for SAP upgrading to Hana in Q4 2020.
- Achieved Star Award for 2020.
Service Order Management
Polycom Pte Ltd
07.2012 - 07.2019
- Managed end-to-end service order processing, ensuring accuracy and timely delivery,collaborated effectively with cross-functional teams to resolve order discrepancies and maximized order booking to meet revenue.
- Deliver actionable feedback to partners to enhance order flow and process improvement.
- Provided guidance to the Quote team on partcode quoting and compliance requirements as well as mentoring new hires to ensure seamless onboarding and organizational excellence.
- Supported the transition to a new order management platform. ( People Soft to Oracle )
Customer Services Specialist
Avaya Pte Ltd
- Order Management for Japan team and collaborating with US and SG for order fulfillment, resolve pre & post shipment issues and optimize customer relationship.
- Ensure data integrity according to SOX requirements.
Sales Support
Matsushita Electronic Components
- Quotation preparation, Sample and Pre-production pilot run coordinating between Singapore and Japan factory .
- Visit customer quarterly together with Sales .
Education
Logistic -
University of Ryutsu Keizai
JapanSkills
Order management
Sense of Urgency
Problem solving
Client communication
Result Oriented
Time Management
Data Analyze
SAP
Siebel
Oracle
Power BI
Timeline
Supply Chain Operations & Logistics
HP Pte Ltd
07.2024 - 11.2025
Order Management
Poly Pte Ltd (Poly has been acquired by HP from Nov 2022)
05.2022 - 06.2024
Customer Service & Client Success Specialist
Commscope Singapore Pte Ltd
08.2019 - 04.2022
Service Order Management
Polycom Pte Ltd
07.2012 - 07.2019
Customer Services Specialist
Avaya Pte Ltd
Sales Support
Matsushita Electronic Components
Logistic -
University of Ryutsu Keizai