Wan Er, Evelyn Lee
Summary
Personable and customer-focused leader with a track record of surpassing customer expectations and upholding company standards. Proven ability to foster quick and successful problem resolution, resulting in improved customer satisfaction ratings. Successful in leveraging current technologies to enhance communication and improve response time between customers and the organization.
Overview
8
8
years of professional experience
Work History
Customer Relationship Manager
Fiege Logistics (Singapore) Pte Ltd
09.2023 - Current
- Managed customer relations on ongoing basis to maximize customer retention.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Analyzed customer feedback to improve products and services, resulting in increased overall satisfaction levels.
- Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in a timely manner.
- Negotiated contracts with vendors that resulted in cost savings without compromising quality or delivery timelines.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Developed and implemented standards for staff to provide consistent service to customers.
- Creating monthly billing for finance to bill customers.
- Monitoring Inbound and Outbound.
- Creating packing list for Export items.
- Working with the organization to create contract or addendum for current or new customers.
- Arranging trucks schedule for Atrium Event.
- Scheduling local deliveries for customers.
- Providing customers charges for any ad hoc jobs.
- Set up weekly meeting with customers by providing data of their goods flows in warehouse.
- Using WMS system for data such as Daily Stock Report, Inbound Confirmation, etc.
- Using Stealth system to generate inbound and outbound documents for warehouse to process.
Customer Service Representative II
APL Logistics
12.2022 - 09.2023
- Process payment invoices to vendors/truckers using GFF and SAP
- Coordinate with vendors and customers for bookings and cargo delivery timeliness and seek approval of shipment through PO Upload in ACS123 or send email to customer for approval and work closely with nominated carriers for space and equipment on the scheduled vessel that meets customer’s requirements
- Reviewing and understanding the customer’s Logistics Procedure, customer service plans container loads (Flatpack and GOH) to ensure requirements (load sequence, ship-window, destination) are adhered to
- Coordinate with the warehouse operations team to truck required containers from the nominated carrier’s depot
- Handle all inquiries from customers, carriers, overseas officers, etc
- Coordinate with air forwarder, co-loader, shipper, and trucker in organizing IFS shipments
- Provide excellent customer service support and coordination for last-minute changes of shipment mode Air/Sea, Sea/Air, Sea/Truck, Air/Truck, Pullout, Top-up, Rework, Rehandle, Service Recovery, etc
- Liaise with carriers, APLL origin, customers, vendors, port authorities, and truckers to confirm feasibility and costs related to the request
- Coordinate closely with the relevant parties to ensure smooth operations
- Perform permit declaration for import and export shipments
- Creating Overseas and Local Invoice for customer payment
- Problem-solving when issues arise
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Officer
Bollore Logistics
12.2019 - 12.2022
- Extractions of SKUs to identify items needed for exportations
- Processing inbound orders coming into the warehouse
- Local Transfer of Items from store to store based on needs
- Creating new bookings with data meant to be shared with Freight Team in regard to the quantity and weight of the items going out of the country
- Printing item labels based on SKU
- Assisting customer needs on which items need to be sent specially or urgently
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
Customer Care Specialist
ComfortDelGro Engineering
04.2019 - 09.2019
- Attending to customer needs for car service and car repair
- Explain to customers what kind of car service and repair work we do
- Cashier - payment and refund
- Process invoices via SAP for customer payment
- Creating new data for new customers and new members
- Helping customers to know what they needed to do during accident reporting
- Count total sales for the day
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Representative I
APL Logistics
09.2018 - 03.2019
- Process invoices for payment to vendors/truckers using GFF and SAP
- Preparing documents such as Commercial Invoices and Packing lists to send out to customer
- Coordinate with the warehouse operations team to truck required containers from the nominated carrier’s depot
- Handle all inquiries from customers, carriers, overseas officers etc
- Coordinate with air forwarder, co-loader, shipper, and trucker in organizing Export shipments
- Provide excellent customer service support and coordination for last-minute changes of shipment mode Air/Sea, Sea/Air, Sea/Truck, Air/Truck, Pullout, Top-up, Rework, Rehandle, Service Recovery, etc
- Liaise with carriers, APLL origin, customers, vendors, port authorities, and truckers to confirm feasibility and costs related to the request
- Coordinate closely with the relevant parties to ensure smooth operations
- Perform permit declaration for import and export shipments
- Responded to customer requests for products, services, and company information.
Customer Service Assistant
APL Logistics
01.2017 - 04.2018
- Process invoices for payment to vendors/truckers using GFF and SAP
- Coordinate with the warehouse operations team to truck required containers from the nominated carrier’s depot
- Handle all inquiries from customers, carriers, overseas officers etc
- Coordinate with the origin country, carrier, trucker, and warehouse in organizing Import shipments
- Provide excellent customer service support and coordination for last-minute changes of shipment mode Air/Sea, Sea/Air, Sea/Truck, Air/Truck, Pullout, Top-up, Rework, Rehandle, Service Recovery, etc
- Liaise with carriers, APLL origin, customers, vendors, port authorities, and truckers to confirm feasibility and costs related to the request
- Coordinate closely with the relevant parties to ensure smooth operations
- Perform permit declaration for import and export shipments
- Preparing documents such as Work form orders, Commercial Invoices, and Packing lists to clear cargo
Education
Bachelor - Logistics and Supply Chain Management
University College Dublin
04.2023
Diploma - Business Administration
PSB Academy
04.2016
Skills
Microsoft Office
GFF (Global Freight Forwarding)
SAP
ACSR
Vigilens
Infolog
WMS
Customer Relations
Inter-department collaboration
Negotiation and Conflict Resolution
Operations Management
Stealth
Languages
English
Indonesian
Malay
Basic Chinese
Personal Information
- Expected Salary: Negotiable
- Citizenship: Singaporean
- Date of Birth: 05/06/96
Timeline
Customer Relationship Manager
Fiege Logistics (Singapore) Pte Ltd
09.2023 - Current
Customer Service Representative II
APL Logistics
12.2022 - 09.2023
Customer Service Officer
Bollore Logistics
12.2019 - 12.2022
Customer Care Specialist
ComfortDelGro Engineering
04.2019 - 09.2019
Customer Service Representative I
APL Logistics
09.2018 - 03.2019
Customer Service Assistant
APL Logistics
01.2017 - 04.2018
Bachelor - Logistics and Supply Chain Management
University College Dublin
Diploma - Business Administration
PSB Academy
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