Sherly Ong Email & Phone Number

Singapore

Act as a central point of contact for our customers and be a key contributor to the entire Quoteto Cash flow.Manage all aspects of order booking transactions in the company’s ERP system (e.g. MicrosoftDynamic 365 CRM, Finance & Operation System, SNOW etc) by following Order Management Policiesand Procedures.Drive order entry and related activities in a timely and accurate manner within the given SLA.Monitor and follow up closely on all backlog orders.Collaborate with various internal cross-functional teams (e.g. Sales, Supply Chain, Finance, Logistics, etc) to ensure efficient order fulfilment. Maintain and develop new and existing customer relationships to optimize quality of service, business growth and customer satisfaction.Develop the internal Order Management Policies and Procedures and drive process improvementsParticipate on system enhancement / new system functionality testing and provide feedback / suggestion.

Singapore

Manage customer enquires / requests related to company’s various health care and beauty products as well as marketing plans through emails, phone calls and walk-in customers.Manage customer’s complaints and resolved issues within 1 working day.Manage post sales service – logistics issues, products damaged, wrong shipment, etc.Coordinate with Malaysia head quarter management team from various department to seek constant improvement to streamline internal processes to enhance operational efficiency and customer experience.Managed office administrative tasks, such as filing, generating reports, stock takes, manage training activities, office expenses, etc.Submit monthly report to Chairman of the board on Singapore office activities.Discuss and plan monthly training activities with trainers on the training topics to be conducted to the customers / members.Manage all the event / training activities.Understand from Health Sciences Authority (HSA) & Singapore Food Agency (SFA) on the terms and conditions on importing healthcare, personal care and beauty products and apply licenses accordingly through online service.Manage other ad-hoc activities requested by Chairman.

Singapore

Achieve sales targets, drivers and products / services attachment rate.Monitor and execute sales strategies and focus areas that need sales agents to drive aggressively.Identify effective sales pitch so as to accelerate sales, especially for new focus products.Ensure sales agent is well-trained and equipped with the necessary skill sets and knowledge to close sales.Work synergistically across other business functions to seek constant improvement to streamline internal processes to enhance operational efficiency and customer experience for sales agents.Deep understanding in the internal job function and respective escalation touchpoints, and to leverage such understanding to speed up service issues resolution process.Ensure the team adhere to call scripts and comply with all standard operating procedures (SOPs).Identify sales agent’s training needs to ensure that the offshore sales team stay relevant with the necessary skill sets to perform their duties.Achieve sales agent’s KPI.Investigate escalations and complaints from sales agents and handle customers professionally and in the most efficient and effective manner.Train the team to deliver a high standard of customer service.

Singapore

Subject-Master-Expert (SME) for Special Pricing assets to ensure business control and compliance to drives projects and implements process changes to meet ongoing business objectives and improve end to end turnaround time.Escalation management within Asia Pacific Japan support and pricing operation team.Collaborates with operation teams and business stakeholders to gather business requirements and understand business/customer impact.Collaborates with IT to support on system design and test script authoring for system enhancement.Conduct training to country stakeholders and pricing operation team on process changes.

Singapore

Responsible for deploying Channel Special Pricing tool and processes to country, ensuring alignment to region process and adhering to the program governance and policy. This includes project planning, process mapping, change management, training delivery, communications and adoption.The simplified process by removing sales dependency and increase productivity to enable more focus on complex & strategic opportunities. Assist Business Units and Bid Desk (finance) team to reduce the turnaround time on reviewing / approving small deals and focus on complex deal pricing consultancy.Accountable for change management and training delivery to HP Channel Partners and internal HP for new system release.Engage Country Business Units stakeholders to drive adoption of the Special Pricing system and address turnaround time issues in the Special Pricing process.Manage country escalations.

Singapore

Manage Asia Pacific and Japan Defective on Arrival program.Region business lead for reverse logistics process, system and infrastructure business performance reporting.Escalation management within Asia Pacific and operation team.Establish and implement Post Sales process engaging all the business groups.Provide support on program implementation & initiatives by creating Supply Chain operational processes & model.Manage a team of administrative staff located in India to process customer claims and returns.Participate in the management escalation of support call-out and other ad hoc activities. Develop and implement processes to improve Account Services performance and efficiency.Ensure operational excellence through continuous measure of processes to meet service level.

Operational Planner for Asia Pacific on Consumer Desktops, Monitor & Accessories Program (Magneto Drive).Partner and co-ordinate with regional planner on daily operations & factory on products delivery status to ensure products being shipped within the requested timeline.Work with regional demand planning and factory teams to plan production volumes and ensure timely delivery and availability to support customer requirements.Check & monitor backlogs by analyzing the root cause on a daily basis to ensure that orders are shipped.Planned, scheduled and maintained delivery progress on products to support customer requirements (Direct / Indirect Customer Delivery Date (CDD) performance).Order management for Asia Pacific countries such as miscellaneous shipment, drop order (Trade/Non-Trade/CTO) to warehouse, monthly PO closure, setup vendor master, NPI launch, and other system management activities.Responsible for inventory management of overall service inventory matters, establish and optimize optimize inventory levels for finished goods in order for business units to achieve earning targets.Liaise with Finance Department, Accounts Payable on SAP/VPSAP and payment escalation.Manage customer escalation matters in logistics environment.

Singapore

Provide operation support on return services for Asia Pacific HP Channel Partners and Direct Customers.Manage partner / customer enquiries on policies & process related issues and requests.Expedite urgent replacement order.Ensure replacements & refunds are being fulfilled within turnaround time.Coordinate with respective forwarders to ensure products are being collected and returned to warehouse within turnaround time.Coordinate with receiving warehouse to ensure goods are received from forwarder.Review monthly replacement, credit & return reports.