Koh Chee Cher

Customer Service Manager (9 years 5 months)

Tiong Nam Logistics Solutions Sdn Bhd

(+60) 102884655 | [email protected] | Selangor

Experience

19 years of total experience

Oct 2012 - Present Customer Service Manager

9 years 5 months
Tiong Nam Logistics Solutions Sdn Bhd

Industry Transportation / Logistics

Specialization Customer Service
Role Management
Position Level Manager

OVERALL PURPOSE OF JOB :

1. Building close relationship as well as rapport with customers to ensure continuous

business support
2. To provide excellent customer service & support to assist on customer enquiries,
feedbacks and complaints by providing solutions and solving their problems &
difficulties
3. Effectively coordinating transportation movement between all department concern
4. Controlling credit limits of clients effectively to avoid uncontrollable account states
and ensure prompt payment collection
5. To further gain and gather more business from existing clients
6. Promoting the company's range of service by means of referrals or word of mouth
7. Securing more business accounts through strategic canvassing techniques as well
as excellent follow ups of potential leads
8. Manage indoor-customer-service team in handling incoming calls, cash sales
account and overall department activities
9. To assist superior on any ad-hoc tasks

MAIN ACTIVITIES/ TASKS :

• Meeting customers to understand their needs and provide solutions & support
after-sales to ensure customer are satisfied with company’s services for continuous
business support
• Correspond with inter-department/branches for shipments coordination or highlight
customers’ KPI requirements/feedback/complaints whenever needed
• Monitor customer’s credit account to ensure prompt collection including sending or
collecting invoices/documents and collecting payment from customers
• Resolve any issues related to payment collection (i.e: Issue credit/debit note for
overcharge/wrong billing/undercharge; submission for claims; finding POD; follow up
with old debts)
• Further study existing customers business needs for potential growth with
 company’s range of services
• Meeting and follow up with new potential customers, understand their
requirements and provide best logistics solutions available to suit their needs
• Prepare business proposal for any tender or projects with cost calculation,
services specification and requirements
• Ensure indoor-customer-service team are performing their daily task effectively
and provide assistance whenever necessary

Accomplishment in Tiong Nam Logistics Solutions

2013 Take over customer indoor team who handle phone call and daily operational
issue or enquiries. Successfully converted the phone call order to fax or email, over the
year convert the fax order to email order.

2014 Take over the key client customer service team.

2016 Successfully rolled up a key client migration of Total logistics services.

2018 Participated in the new system roll up, input the idea on customer order module to
import the order via company web page.

2020 Take over the subsidiary customer service team

Oct 2006 - Jan 2012 Assistant Manager

5 years 4 months
Maersk Malaysia Sdn Bhd

Industry Transportation / Logistics

Specialization Customer Service
Role Supervisor/Team Lead
Position Level Manager

Assistant Manager-Export Responsibilities:

1. Provide one-stop service to customers from booking till service delivery.
2. Drive continuous improvement of the process performance and service delivery by
use of visual management.
3. Identify means to proactively pre-empt issues related to service delivery to the
customer.
4. Identify customers suitable for on-boarding and follow through on-boarding program.
5. Generate potential sales-leads or market intelligence to the attention of Sales/Trade
& Marketing.
6. Perform cargo readiness follow up with customers to reduce downfall ratio.
7. Support customer on best use of available e-commerce channels and applications.
8. Build and manage (internal/external) close customer relationships through regular
and scheduled sessions.
9. Handle and resolve customer complaints to improve customer experience with
Maersk Line.
10. Identify and analyze root causes for issues escalated by customers and identify
means of preventing future reoccurrence.

Senior Customer Service executive –Import responsibility:

1. Provide support to team lead on team management and coaching of team on best
 handling of customer related issues, identification of solutions, communication with
customers, and taking ownership of issues and follow through.
2. Facilitate best practice sharing within and between teams.
3. Facilitate the customers on export and import related enquiries, which range from
booking, documentation and other export procedures through phone and emails.
4. Handling bookings, documentations and ensuring the turn time of the booking
confirmations/ documentations are within the stipulated KPI.
5. Proactively manage issues related to product delivery to the customer.
6. Provide support to Sales teams and Counter in servicing the customers.
7. Handle and arrange system updates according to the Standard Operating
Procedures (SOP) and guidelines.
8. Support destination offices in servicing the customers and having all dependencies
attended timely.
9. Assist in identifying opportunities for improvement and issues of relevant nature to
the smooth running of the Customer Service department.

Accomplishment in Maersk Malaysia Sdn Bhd:

2008- Successfully identify waste and simplify the monitoring of import shipment to Port
Klang. Able to handle exceptional cases with minimum business impact for example,
change of destination and change of vessel. Fully handle all the customer’s switch Bill
of lading request.
2009- Excel in resolving employer challenges with innovative solutions, systems and
process improvements proven to increase efficiency, customer satisfaction and the
bottom line. Manage a team of 4 and monitor all the import shipment to Penang,
Kuantan, East Malaysia and Brunei and achieved all the team KPI. Also manage to
reduce the longstanding containers in all the Malaysia ports & Brunei port.
2010- Successfully rolled out the import E4CU project. Developed efficiency-enhancing
workflow/ process improvements that made it possible to accommodate increasing
responsibilities necessitated by staff reductions and with minimum impact on customer.
Identify root caused and implement ways to reduce the incoming emails and phone
calls.
2011- As a trainer for Import customer service to train colleagues in India for customer
service migration project. The migration was successfully rolled out.

Dec 2003 - Jun 2006 Account Supervisor

2 years 7 months
Informatics Group

Industry Education
Specialization Finance - General/Cost Accounting
Role Basic Accounting/Bookkeeping/Accounts Executive
Position Level Senior Executive

Responsibility:
1. Handing full-set account of a few branches for Informatics Group.
2. Reconcile Account Payable & Account Receivable
3. Compile and analyze financial information to prepare financial statements including
monthly and annual accounts
4. Ensure financial records are maintained in compliance with accepted policies and
procedures
 5. Ensure all financial reporting deadlines are met
6. Financial audit preparation and coordinate the audit process
7. Ensure accurate and appropriate recording and analysis of revenues and expenses
8. Monitoring Cash flow for all Malaysia Branches
9. Build up relationship with branches staffs.

Accomplishment:

Handled accounts of 4 major centers within Malaysia in the beginning (2003) and
contributed much effort to settle all accounts on time. Within the same year, I have
been given more responsibilities, to handle accounts of 7 major centers within
Malaysia. I was also assigned to a project to handle the closing down of 3 centers
smoothly. Later on, I spearheaded the Cash-Flow Management System project in
Informatics to ensure effective cash-flow within all departments and all informatics’
centers

Reason for leaving:

Seek for better career advancement opportunities and exposure.

Education
2005 Edith Cowan University
Master's Degree in Business Studies/Administration/Management
| Australia

Major Marketing
Grade Pass/Non-gradable

2003 Help Institute

Bachelor's Degree in Finance/Accountancy/Banking | Malaysia

Major Finance

Skills
Advanced Communication Skills, Customer care management

Intermediate Microsoft Excel, Leadership And Management

Basic Process Improvement

Languages
Proficiency level: 0 - Poor, 10 - Excellent

Language Spoken Written

English (Primary) 8 8

Mandarin 8 6

Bahasa Malaysia 7 7

JobStreet English Language Assessment

(JELA)Date Taken 20 Jun 2012

Score 38/40

Additional Info
Preferred Work Location
Kuala Lumpur, Selangor

Other Information Experiences & skill Gains:

Good
communication
Basic shipping
knowledge
Proven initiative and ability to work with minimal supervision
Good organizational and motivational
skillsTeam Building & Supervision
Multi Tasking
Handle difficult customer over the phone & Problem solving abilities
Specialist skills in training on functional procedures and some soft skill
sharing Accounts Payable/Receivable
Bookkeeping & Payroll