6/2006 – 5/2008   
Customer Service & Logistics Manager, China – Belden Wire and Cable International Inc.

(Olympics Project Leader – Sep’07 – May’08)

Key Accountabilities:-

1)      Manages the customer service team.

2)      Develops and maintains policies and procedures essential for the smooth operation of the department.

3)      Ensuring that customer service/sales and distributors are familiar with our customer guidelines, terms and conditions of sale and clauses in distributor contracts affecting orders and shipments.

4)      Offers a high level of customer service through:-

--Development, training and motivation of customer service reps, organizing

subordinates’ workloads for maximum efficiency and best service levels

--Constantly reinforcing and reviewing policies and procedures essential for the smooth operation of the department

--Development and maintenance of in-depth knowledge of current sales and marketing policies, objectives, programs, promotions, terms and conditions of sale, etc

--Evolvement of new products and methods to improve work productivity

--Working with other departments and initiation of action to improve and correct any deficiencies in the system.

--Recommendation of products or services and alternatives to meet customer

needs.

5)      Contacting of appropriate departments to trace or expedite orders/shipments at a higher level.

6)      Review, authorize and organize return materials where necessary; and request/follow-up on credits from Suppliers.

7)      Review and ensure customer service maintenance of sales orders, purchase orders.  Review open, back order, ship complete  reports for any potential issues or unusual trends.

8)      Resolves customer complaints and problems affecting service to customers.

9)      Follow up with suppliers on credits for customer complaints.

10)   Assists in gathering information from sales/customers/distributors for production forecasts.

11)   Coordinates with Credit Department for effective management of all credit issues related to customer.

12)   Analyses trends and keeps abreast of current market conditions and reports information regarding trends to senior management.

13)   Acting as Olympics Project Leader

Achievements:-

1)      I have successfully set up China Customer Service Team via centralization and employing new qualified team members; The team is well organized in duties and responsibilities for effective coverage of customer service functions to Belden Sales, Distributors and Direct Accounts;

2)      Successful transfer of all customer service and logistics functions  from Singapore & HongKong to China.

3)      Significantly improve working efficiency and quality especially in terms of reduction of errors and shorter processing times. Mentoring and guidance of China CSRs through company-wide procedures and effective communication. Also set-up KPIs for all CSR to effectively measure their performance.

4)      I have also managed to build up good relationships with overseas counterparts and colleagues at different levels and working in tandem to expedite information transfer, transactions and problem solving.

5)      Significantly reduced China inventory by 50% and improve the inventory turn from 0 to 6

6)  Being the Olympics Project Leader, I have successfully organized the supply chain to ensure the smooth and timely delivery of US$6M Olympics Contract within limited timeframe by maintaining close relationship with key members of BOB(Beijing Olympics Broadcast), accurate forecasting to overseas plant, diligent administration and coordination with and amongst various plants, forwarder, I/E agent, local transportation company, various local vendors e.g. cable cutting, wooden reel etc. and Belden newly set up Beijing Warehouse. In the meantime, I have managed to maintain a good record of the Olympics delivery and inventory for final settlement between Belden and BOB, which is the most critical part for both parties beyond the delivery.

7)  2007 Belden Star Award for demonstrating Belden Corporate Values of “Customers define our success” & “We reach for greatness”

 

7/2004 – 5/2006   
Customer Service Manager – Domino Coding Ltd.

Key Accountabilities:-

1)      Manages and controls departmental budgets related to Opex

2)      Manages a professional and efficient customer service team to process customer orders are processed accurately and promptly

3)      Ensures import and export of both raw material and finished goods are processed in a timely and cost effective manner

4)      Initiate create ideas to continuously improve work processes and ensures they are implemented.

5)      Develops departmental policies and procedures as per company requirement

6)      Leads, trains and develops staff members to ensure high quality service standard be executed

7)      Monitors performance, investigates issues and ensures counter-measures be exercised

8)      Acts as the project leader for the new 3PL initiative

  Achievements:-

With my wide exposure and strong experiences in customer services, I managed to drive and achieved to improve the work efficiency by 20% by streamlining key working processes, improve the order processing accuracy from 89% to 99%, improve the customer satisfaction rate from 3.9 to 4.5.

We have devised the Customer Service Operating Manual providing guiding principles for other departments. I am also assigned to take charge of the new 3PL projects which shall drive for better customer order fulfillment and reduce company operating costs. Initial results showed a number of mile-stones especially in logistics costs. I coached the team to foster strong team-work and demonstrated professionalism in providing services to both internal and external customers. The team was awarded Best Team in the company of the Year 2005.

1/2001 – 3/2004  
Parts Logistics Supervisor – York (Shanghai) Air-conditioning and

Refrigeration International Trading Co.,Ltd.

Personal Assistant to General Manager, Asia Pacific Parts Center & National Service Director, China – York International Air-conditioning

And Refrigeration Svc Centre

 

I was given additional responsibility to be responsible for the newly

Established Asia-Pacific Parts Centre located in WGQ-Shanghai responsible

for the warehousing, distribution and overall parts business within Asia Pacific

Region serving 12 countries. The teams has a staff force of 15 staff and a

warehouse of 850 s.q.m.

My key objective for this role are:-

1)      To reduce the whole AP inventory and optimize inventory management

2)      To provide high quality and efficient service to AP entities and customers

3)      To work with Supply Chain group for alternate sourcing for parts & materials

4)      To provide technical support and value-added servicing in parts business

5)      To maintain good market intelligence and devise good parts pricing structure

6)      To develop operating KPIs and improve them to achieve customer service excellence

7)      To execute parts business strategies and business plans to deliver desired results

8)      To continuously streamline and fine-tune key operations processes to improve productivity and efficiency

With three years we managed to improve the inventory turn from 4 turns to 12 turns, reduced the total regional holding by 40%, improved the parts order first time fill rate from 83% to 95%.

We managed to reduce the logistics costs by 20% and achieved annual cost reductions up to US$ 700K in parts and materials purchases.

I am accountable to conduct details analysis on parts sales trends and movements and contributes to determine our parts strategies and pricing structures.

Other Responsibilities:-

a)       Regional parts Warranty Claim Administration

b)      Parts export business in China

c)      Monitors and coaches the efficiency and productivity of the service operation and provide daily support to China offices on service operation issues

d)      Conducts Service Operation Procedure Training and Customer Satisfaction Training to service staff and conduct Service and Product Introduction Training to customer

e)       Act as chief administrator of the CPS system to ensure the data integrity and accuracy of customer data

f)       Ensures Customer Satisfaction Programs be implemented and coach for continuous improvement

g)      Provides secretarial and administrative support to Regional Service Director. Assists with preparation of professional presentation and management reports to assist in performance review and key decision making.

7/1999 – 12/2000  
Service Operations Adminstrator – York International Air-conditioning And Refrigeration Svc Centre

Major Responsibilities: -

a)       Assists the National Service Manager to coach district service officers for

effective implementation of working procedures and making suggestions for continuous improvement

b)      Manages the Customer Profile System to ensure customer data are

updated timely, accurately and provides monthly analytical report on

installed base penetration rate to facilitate the development of service

sales strategies to achieve growth targets.

c)      Provides guidance/trainings to all districts service secretaries on matters

relating to service operations.

d)      Ensures all customer complaints are attended and resolved promptly in a

full professional matter.

e)       Conducts analysis on customer complaints and surveys and develops

improvement actions

f)       Helps to ensure customer care activities are exercised effectively and recommend to Management ways of improving customer satisfaction

g)      Ensure warranty claims for import products are justifies and submitted accurately and timely. Assists to reduce warranty costs.

h)      Assist the Service Manager to develop and implement training need analysis and structured training programs to continuously uplift service engineers competencies and skills.

i)        Provides major account management for corporate and special accounts.

j)        Assists Service Manager on overseas and domestics parts logistics and bonded warehouse management.

k)      Accountable for conducting Customer Satisfaction Training to some 340 service staff members and follow-up the application of skills transferred and effectiveness.

l)        Serves as a focal point between the Service Centre with all offices either national or globally

7/1998 – 6/1999  
Senior Secretray – York International Air-conditioning and Refrigeration Svc Centre

Major Duties:-

a)       Coordinates and organizes periodic national and regional Service

Management meetings

b)      Serves as interpreter and take meeting minutes for national and regional

Service Management meetings and Regional Service Technical Training School Meeting.

c)      Coordinates and communicates with district service officers and secretaries and other departments on matters relating to service operations

d)      Assists National Service Manager to prepare professional presentation kits for annual SRP & LRP presentation and P3 presentation

e)       Assists MIS to establish and complete Customer Profile System and Project Tracking System

f)       Coordinates with district service clerks for the completion of the basic input for customer date timely

g)      Provides professional and effective guest reception to global visitors and VIP customers.

h)      Prepares and consolidates monthly management reports to Hong Kong headquarter and the two domestic JV factories for internal cost transaction reconciliation. The work calls for detail-minded, good understanding of entire operations and good people handling skills.

7/1997 – 4/1998  
Senior Secretray – ChangQing Co., Ltd (ShenZhen)