Nor Hairani Misbah

- Started in the company as a Documentation Officer

typing the shipping documents and generate it into a Bill of Lading Documents.

- Changes through the years :

from Documentation team, we were set into Groups ( Asia, Europe and USA team)

additional task,

• ensuring customers booking are done within specific timeframe .
• follow up with customer if no booking have been made for the week and request details when customer request for the booking to be cancelled

- few years later , i was task into a 3 member project team

• identify , clear and organized the Customer Data Base
• create Standard Operating Procedure for new Customer Data
• simplify the Customer Data filling system
• testing out new systems before it fully launch in small scale

2 years after -

was given the task to solely handle Hewlett Packard from A - Z.

• From receiving and making bookings,
• generating the Bill of Lading Documents,
• ensuring the shipment are rated correctly,
• dispatching the documents to customer timely,
• checking for their cargo whereabouts ,
• managing to the last minute bookings request ,
• looking for solutions for their shipments being cancelled due to the vessel Operations Constraints.

Working late became a normal situation for me.

Few years after , all the customer care agent were combined under 1 big group where Customer Service Team were form.

Hewlett Packard were still my main focus and Exxonmobil were add under my main Customer with few medium based customers under my care.

Align with all other company strategy, GSC (service centre) were form.

I was send to the Service Centre along with 2 other Customer Service Representatives to provide the initial training to the Customer Service team in GSC.

• total time stayed in Mumbai 2 weeks
• total time training 6 months at least

September 11 strike which shock the world with the news of terrorism. i was task to team up with a manager on a task we called WCRS.

• to ensure all the shipments data must be completed within the stipulated timeline which it will then go thru a checking process for the approval before loading.
• No container are allowed to be loaded without the system approved.
• Was working very closely with the PSA operations team on any last minute cargo approval to load and any cargo which needs to be offloaded.

20 years Anniversary:

Celebrate my 20 Year Service Anniversary with the group.

Bitter sweet memory as few weeks after, myself and most of the Customer Service team were Re-trenched.

Manage to secured a position under MCC Singapore as

Sales Support for KCM (Key Client Management) Team.

the position were new and the main task were to assist the KCM sales team members and relieve them from some task. At the point of time there were total of 6 Sales members in the KCM team.

• following up with customers on rate which have been offered
• filling the customers contract upon agreement
• assist the customers with all enquiries
• following up on the customer weekly booking proforma

the team were then split into 2 teams.

the Freight Forwarder team and the Direct Customer team.

i was task under under the Freight Forwarder team.

• Offer Rate Quotations and negotiations.
• provide alternatives/Solution to customer where possible
• filling the contract upon agreement
• helping the Sales team members with Tender preparations.

With the changes effecting Sealand Asia, my last role after being accepted into the Maersk group on 01 July 2023 were as CSP (Customer Service Partner) .

Main focus of customer,

• Harley Davidson
• Goodyear.