Supply Chain Customer Service

LEE LEE TAN

*************@*****.*** • 206-***-****

EXPERIENCE

HENKEL Singapore

German multinational industrial and consumer products company with $21B revenue and 47K employees WW B2B Logistics 2023 to 2024

• Managed 2000+/year WW imports to the logistics hub in Singapore and shipments to regional customers; handled 1000+ air and sea shipments (including dangerous goods) totaling 144 ton from 20+ manufacturing sites WW, handled 1000+ drop shipments with $2M revenue to Southeast Asian (SEA) business customers

• In-charged of $100K cost reduction project switching and launching new forwarder; drafted service level agreement

(SLA) and project managed launch and post-launch (communications, trial runs, start date, operational procedure, hypercare period)

• Managed forwarders and import agents’ service on clearance matter, expedited shipments, on-time delivery, freight quotations, billing accuracy; handled insurance claims for defective goods (10 cases/year, worth $50K)

• Managed 3PL warehouse service and business relationship; Ensured SLA adherence for all import matters, conducted stock take, supported audits, investigated tickets on warehouse-related issues (packaging, efficiency)

• Provided regional hub supply chain reporting to regional leadership (Director and Finance); generated weekly and monthly inventory reporting, produced monthly shipping schedule, maintained shipping data integrity, summarized air and sea import cost from WW manufacturing sites B2B Customer Service 2018 to 2022

• Managed and supported end-to-end customer orders for the largest distributor and 10+ accounts, worth $15M annual revenue, received ‘Best Served Customer Award’; supported sales team in strengthening customer relationship, managed order fulfillment and deliveries for SEA business customers (incl. US Fortune 500)

• Collaborated cross-functionally to ensure timely delivery (90% on time delivery) and managed multi-channel orders

(e-commerce, manual, and scheduling agreement) to prevent customer production stoppages; created communication channels, worked with sales, supply chain, 3PL, credit, and manufacturing sites for on time deliveries

• Addressed customer issues related to product quality, packaging, and logistics (20 cases/year); conducted preliminary investigations to understand the issue, supported internal teams on implementing resolutions JOHN WILEY & SONS Singapore

American multinational academic publishing company, with $1.9B annual revenue, and 7K employees WW B2C and B2B Customer Service 2016 to 2017

• Managed end-to-end international orders and deliveries for physical products; processed quotations, collaborated with logistics teams, 3PL, finance to arrange drop shipment from Australia, UK, and US to meet lead time for Asian markets (Singapore, Malaysia, China, India)

• Investigated daily customer escalation cases (20/day) for both physical and digital products to achieve daily closure requirements; received ‘Customer Service Champion Award’ SANSHIN ENGINEERING Singapore

Japanese-Singaporean marine hardware company, with 20 employees across Japan and Singapore B2B Sales Support 2013 to 2015

• Managed enquiries and end-to-end order fulfillment from Singapore customers, worth $200K; supported enquiries with sales team in Japan, prepared quotations to drive sales opportunities, processed orders, handled imports and monitored deliveries

EDUCATION

SINGAPORE HUMAN RESOURCE INSTITUTE (SHRI) ACADEMY Singapore Postgraduate Diploma in Human Resource and Reward Management Aug 2014 WAWASAN OPEN UNIVERSITY Malaysia

Bachelor of Business, Management Dec 2012

ADDITIONAL INFORMATION

• Certification: Henkel LEAN (Yellow Belt)

• Languages: Fluent in Chinese (both Mandarin and Cantonese), and Malay

• Computer Skills: Microsoft Office (E4xcel, Outlook, Word, PowerPoint, Power BI), SQL (basic), SAP, Salesforce

• Part time experience: Third-party seller for clothing, cosmetics, books, and health products