Zen Toh

• Support the company’s customer service activities by directing and overseeing a total of 11 team members.
• Resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance.
• Deliver outstanding customer support, and develop customer relationships.
• Conduct periodic reviews and evaluations of team members.
• Monitor team members' performance, and note areas for improvement.
• Prepare reports and analyses of which processes are working, and which can be improved.
• In charge of training new hires in the department.
• Work closely with team members to instruct them on company policies and best practices for resolving customer queries.
• Respond to customer inquiries about product availability and pricing inquiries.
• Process all orders received, and coordinate shipments both locally and overseas. Data entry of all orders into the system with accuracy by the stipulated order cut-off time.
• Perform shipment coordination with freight forwarding agents for inbound and outbound logistics.
• Verify products and pricing accuracy, endorse, and acknowledge receipt of orders.
• Monitor product completion and notify customers of ECD (estimated completion dates); plan for shipment arrangements, and continuously monitor all back orders.
• Plan and estimate the monthly shipments planned for reporting to the hierarchy, to compute the estimated monthly sales volume.
• Coordinate with affiliates, distributors, customers, and respective personnel from the Production, Logistics, Warehousing, Procurement, Commercial, Marketing, Pricing and Finance department on topics on export shipments, self-collection, and local deliveries.
• Generate and check all shipping documents (tax invoices, packing list, bill of lading, certificates of origin, certificates of analysis, fumigation certificate, packing declaration, and FTA).
• Collate all shipping documents, and upload them into the online platform: Buyco.
• Provide backup support in the absence of colleagues and managers.
• Support ad hoc projects within the Customer Service Team, such as onboarding new warehouses and freight forwarders.
• SAP key user for the department. Work closely with SAP consultants to drive a successful testing and implementation in SAP.
• Successfully launched Buyco in Singapore, and extended the rollout to all affiliates and distributors. Completed projects ahead of the deadline, achieved annual project savings of USD 19.8K, and reduced carbon emissions by 368.0 tonnes of CO₂ equivalent per year. Received good feedback from the affiliates and distributors.
• Achieve Lean Six Sigma Yellow Belt certification.
• Facilitate regular virtual meetings and presentations with affiliates and distributors via Microsoft Teams, and conduct in-person meetings, delivering presentations to various stakeholders.
• Played a key role in the Intercompany Flow Project. Enabled affiliates to place orders via the SAP system.
• Participate in launching the Mylubportal project. Enable distributors to place orders via Mylubportal, which is linked to the SAP system.
• Identify constraints faced by the Customer Service Executive (CSE) team, brainstorm together with CSE, and implement automation solutions using macros. Launch a total of three automation solutions to ease the CSE workload.
• Conducted a 5 days business trip to Vietnam, featuring a presentation and problem-solving sessions to address local challenges and enhance business performance.
• Obtain EIA rating 2 for two consecutive years, with good remarks from the manager, and the managing director.

• Respond to customer inquiries about product availability and pricing inquiries.
• Process all orders received, and coordinate shipment to both local and overseas.
• Perform shipment coordination with freight forwarding agents for inbound and outbound logistics.
• Verify product and pricing accuracy, endorse, and acknowledge receipt of orders.
• Data entry of all orders into the system with accuracy by the stipulated order cut-off time.
• Monitor product completion, notify customers of ECD (estimated completion dates), plan for shipment arrangements, and backorders.
• Plan and estimate the monthly shipments planned for reporting to the hierarchy, to compute the estimated monthly sales volume.
• Coordinate with customers and respective personnel from Production, Logistics, Warehousing, and Procurement, and export shipments for self-collection or delivery of orders.
• Generate and check all shipping documents (invoices, packing list, bill of lading, certificates of origin, certificates of analysis, fumigation/packing declaration, Form D, etc.).
• Collate all shipping documents, and dispatch them to consignees.
• Attend to customer complaints, and coordinate feedback and investigation findings.
• Maintain strong business relations and close contact with customers.
• Provide backup support in the absence of colleagues in the team.
• Train new colleagues and documentations.
• Liaise with customers on inquiries about products.
• Maintain records and references for internal and external audits.
• Participate in the maintenance of the Quality Management System (ISO 9001:2000).
• Participate in the maintenance of the HSE Management System (ISO 14001 and ISO 45001).
• IATF 16949 Awareness.

Objectives: Learn new roles, take up new responsibilities, and face new challenges.

• Responsible for receiving and acknowledging all marine export orders of finished products, and ensuring timely deliveries.
• To coordinate with the production team to provide the product ready date, if no stock is available.
• To coordinate with affiliates on the bulk and packed export shipments.
• To coordinate with shipping forwarders on vessel bookings, freight inquiries, fumigation, and arrange export documentation for timely dispatch to customers.
• To generate orders and invoices for other ports, export shipments of marine finished goods, and additives.
• To prepare shipping, packing list, certificate of origin, certificate of quality/analysis documents, and draft B/L for the export of finished goods to Marine Associates customers for all export shipments to Lubmarine customers.
• To prepare monthly reports for marine export shipments, including the number of containers per month and per port.
• To verify and update the records of freight, transportation, fumigation, and other ports in Total Lubrifiants' invoices.
• To prepare weekly inventory reports for customers.
• To prepare the weekly container shipping volume and forecast.
• To back up the invoicing of the Lubmarine local vessel order delivery, if required.
• To prepare invoice to Lubmarine, for local vessels delivery to Singapore and Malaysia.
• To send detailed invoices and worksheets to LM’s account team.
• To verify third-party transporter monthly delivery invoices against the contract rate.
• To prepare the monthly third-party transporter delivery cost report for local delivery charges to the LM Supply Chain Department.
• To perform back-to-back invoicing for Singapore LM’s customers (in plants H974/N302/H036).
• To prepare monthly sales margin return to LM for Singapore back-to-back orders.
• Committed and participate in HSE safety programs in the organization
• From time to time, be responsible for duties delegated by the Logistics Manager or Logistics Operations Manager.

Objectives: Learn new roles, take up new responsibilities, and face new challenges while growing with the company. Understand more about other products that our plant is producing.

• Servicing the company's existing account by phone calls.
• Telemarketing the existing customers, and feedback is passed over to the salesperson for follow-up.
• Handle import shipments, exports, cross trade, Class 3 DG cargo, conventional cargo, and reefer containers.
• Negotiation and tender arrangement with shipping lines.
• Arrange trucking and transportation for FCL, and LCL cargo.
• Liaising with customers, hauliers, and shipping agencies.
• Issue Ocean BL, Airway Bill, switch BL, PM4. Check the correctness of the BL, and arrange billing.
• Arranging ex-work, door delivery services for clients.
• Verify accrual invoices from haulier agents and vendors.

Reason for leaving: Retrench due to job redundancy as part of the company's efforts to streamline operations.

• Servicing the company's existing account by phone calls and visits.
• Send quotation to customer for clinching sales
• Ensure loading and delivery of sea/air freight cargoes
• Arranging ex-work, door delivery services for clients.
• Deploying drivers for the delivery of goods.
• Arranging statements of accounts, invoices to customers.

Reason for leaving: Looking for a better prospect.

• Servicing the company's existing account by phone calls and visits.
• Obtaining rates and negotiating contract rates with shipping lines in Singapore and abroad.
• Send quotation to customer for clinching sales
• Developing a worldwide agency network.
• Establish a close working relationship with overseas agents and customers.
• Ensure loading and delivery of sea/air freight cargoes
• Arranging ex-work, door delivery services for clients.
• Visit clients in Jakarta, Indonesia
• Arranging the Bill of Lading, invoices, transportation services, and monthly SOA to agents.
• Submitting daily and monthly shipment reports.

Reason for leaving: Looking for better opportunities and to have more time to complete my studies.

• Servicing the company's existing account by phone calls and visits.
• Obtaining rates and negotiating contract rates with shipping lines in Singapore and abroad.
• Send quotation to customer for clinching sales
• Developing a worldwide agency network.
• Establish a close working relationship with overseas agents and customers.
• Ensure loading and delivery of sea/air freight cargoes
• Arranging ex-work, door delivery services for clients.
• Arranging bills of lading and invoices for customers.
• Stationing in these countries during the period of work, performing the duties mentioned: Panama (2 months), Jakarta (3 months), Shanghai (5 months), Malaysia (1 week).

Reason for leaving: Company shift business to China.

• Customer Service
• Provide training for new staff.
• Bartending.
• Managing daily POS income.
• Inventing a new drink.

Reason for leaving: Change of environment.