 Manage key account customers for DGF, including Intel, Keysight, Agilent, Osram, Flextronics, Analog
Device.
 Serve as the primary point of contact and team leader, guiding the Customer Service team to achieve
excellence in daily operations.
 Address daily inquiries and emails, ensuring timely acknowledgment and responses to customer needs
while setting a positive example for the team.
 Organize weekly internal meetings with the team and relevant departments to analyse service quality and
identify areas for improvement.
 Collaborate closely with the Program Manager to assist in preparing quotations and counter-offering rates.
 Handle ad hoc quotations for Export/Import Airfreight and Export/Import Sea Freight (currently under
training).
 Conduct customer visits on a quarterly basis.
 Oversee the customer service team in the absence of the manager.
 Possess knowledge of airfreight pricing, airline schedules, and categories, working with the planning
department to suggest cost management strategies for increased profitability.
 Understand aircraft types and limitations for both passenger and cargo flights, enabling analysis of cargo
details (e.g., loose cartons, skidded cargo, oversized cargo) to determine appropriate airline options.
 Manage email correspondence, addressing customer complaints, booking issues, and cargo delays, while
identifying solutions and alternative options as necessary.
 Investigate shipment issues, such as damage or missing items, and communicate with relevant parties to
implement corrective actions.
 Attend and facilitate meetings with customers to provide a chronological overview and preventive actions
for various issues.
 Motivate and drive the Customer Service team to meet individual and group KPIs.
 Actively participate in projects focused on damage mitigation, EDI booking, e-bookings, and process
improvement.
 Conduct knowledge-sharing sessions with internal and external departments.
 Prepare customer reports as needed and actively participate in weekly and monthly meetings.

Airfreight Wholesale
 Access air freight rates from over 32 airlines as a wholesaler.
 Calculate rates based on cargo details, dimensions, and weight, estimating the estimated time of
departure (ETD) from Penang, Kuala Lumpur, Johor, or Singapore to identify and analyse the most
competitive rates from various airlines for clients.
 Provide rates for General Cargo, Perishable Cargo, Dangerous Goods (DG) Cargo, Fruits & Vegetables, and
special temperature-controlled cargo.
 Learn and communicate the airlines' Standard Operating Procedures (SOP) for special class cargo,
including any additional charges, and clearly indicate these to customers in quotations. Collaborate closely
with airline managers to ensure accuracy in all rates and prevent misquotations.
 Serve customers primarily from freight forwarding companies such as UPS, C.H. Robinson, DB Schenker,
and Kerry Logistics, with most forwarders located in Penang and Kuala Lumpur.
 Monitor market trends closely, adjusting rates according to seasonal changes and space availability, while
collaborating with airlines like Korean Air, China Airlines, MAS Cargo, Etihad Cargo, Emirates Cargo, KLM,
CargoLux, Kuwait Airways, and Philippine Airlines, among others.
 Negotiate rates directly with airline managers and request ad hoc rates and space bookings.
 Manage and maintain airline rates, updating them as necessary.
 Handle email correspondence, addressing customer complaints, booking issues, and cargo delays while
identifying solutions and alternative options when required.
 Stay updated on all airline schedules and hubs to ensure consistency when quoting rates to customers.
 Possess knowledge of aircraft types and limitations for both passenger and cargo flights, enabling analysis
of cargo details to determine suitable airline options for loose cartons, skidded cargo, and oversized cargo.
 Assist customer service officers with bookings and reservations as needed, closely following up on cargo
uplift status and providing timely updates to customers until the cargo reaches its destination.
 Prepare billing sheets and submit all costs to the accounts department for invoicing, directly addressing
any disputes with clients.
 Manage daily inquiries and emails, acknowledging and responding to customer needs.
Import/Export/Handling
 Handle shipments related to TUDM (Tentera Udara Diraja Malaysia) FMS, projects, aircraft parts, and
dangerous goods for both import and export.
 Receive pre-alerts and keep clients updated until cargo arrives in Penang.
 Coordinate, plan, and arrange truck deliveries based on delivery schedules.
 Inform clients of any cargo damage and coordinate the issuance of survey reports, deploying independent
surveyors if necessary.
 Manage sensitive military cargo projects, planning deliveries and coordinating the necessary equipment
for loading, unloading, and transportation arrangements. a) Verify all documentation, including Import
Permits, Dangerous Goods Declarations (DGD), and invoices, to ensure consistency before proceeding with
delivery to consignees or export. b) Collaborate with dangerous goods experts to ensure cargo compliance
with IATA regulations before delivering project cargo to TUDM. c) Prepare contingency plans in case cargo
is offloaded or does not arrive as scheduled in Penang.
 Coordinate export cargo arrangements for TUDM, including the pickup of goods and submission processes.
 Engage with packing experts for cargo crating, fumigation, and palletizing for export shipments.
 Prepare billing sheets upon completion of import/export/projects and invoice clients accordingly.
Marketing & Sales
 Promote special rates offered by airlines to existing customers to enhance revenue and sales.
 Collaborate with superiors to develop attractive promotions and marketing strategies to attract new
customers and expand the customer base.
 Research competitor rates and strategies within the market.
 Conduct telemarketing efforts to offer promotional rates to targeted customers.
 Monitor weekly reports on customers showing reduced activity and proactively reach out to understand
their challenges, working with superiors to counteroffer or re-offer rates while building confidence in the
services provided.
 Build rapport with existing customers while actively seeking new opportunities to acquire additional
clients.
 Monitor the payment behaviour of customers with poor payment histories, ensuring timely follow-ups
within credit terms and updating superiors accordingly.
 Implement new ideas for customer engagement while maintaining profit and sales flow.
 Keep customers informed about the latest airline news, fluctuations in fuel prices and surcharges, and
other developments in the freight industry.
 Schedule monthly visits to customers and conduct appointments to share the latest news and explore
potential new business opportunities.
Branch Handling
 Oversee the Penang branch office, including organizing filing systems, maintaining office cleanliness, and
coordinating office equipment servicing with vendors.
 Supervise colleagues reporting to me, monitoring their performance and punctuality.
 Oversee colleagues at the Kuala Lumpur branch, ensuring effective performance and collaboration.

Customer Service
 Oversee the Information and Tourist counter, addressing customer inquiries and resolving complaints.
 Lead and train new staff to adopt a customer-oriented approach, providing them with a comprehensive
briefing on the company's Standard Operating Procedures (SOP).
 Prepare monthly duty rosters for all employees, assigning specific responsibilities to Customer Service
Officers.
 Assume responsibility for the Information and Tourist counter during staff shortages.
 Coordinate weekend events, ensuring proper setup and execution based on assigned tasks. Take charge of
events in the absence of senior authority when necessary.
 Manage the daily shuttle service, monitoring van routes, punctuality, and cleanliness, and liaising with the
driver for any special arrangements. Address customer complaints and escalate them to the appropriate
departments as needed.
 Ensure the cleanliness of the mall meets required standards, conducting daily inspections to identify and
address any defects. Act as the "eyes and ears" of the mall.
 Assist the executive with advertising and promotions by contacting mall tenants for sponsorships for
competitions, fairs, and games, as well as collecting payments for advertisements.
 Provide daily reports to superiors and executives, including attendance for push carts, promotional booths,
and club member lists.
 Support events at the Straits Quay Convention Centre by monitoring proceedings, taking photographs, and
liaising with event organizers to ensure smooth operations.
Marina (Water Limousine)
 Assume full responsibility for daily sales of the Water Limousine service, leading the team to ensure
smooth operations and adherence to sales procedures. Communicate with the captain and marina staff
regarding operational arrangements.
 Market our offerings to hotels and travel agencies to promote the Water Limousine and Evening Harbour
Cruise, collaborating with superiors to meet monthly sales targets.
 Handle private charter inquiries, coordinating booking dates and times with charterers, and liaising with
the marina for payment processing and agreement signing.
 Submit weekly and monthly reports punctually, detailing water limousine and harbor cruise sales, and
present sales figures during meetings.
 Monitor the cleanliness of the boat and the punctuality of the captain, ensuring that life jackets, first aid
kits, and vomit bags are properly stored on board.
 Assist with boat berthing and organize files in the marina office as needed.
Tourism
 Promote tourism packages at the Tourism Counter, leading daily sales and ensuring adherence to
procedures by tourism counter officers.
 Attend all tourism-related meetings, including those for Taiping Zoo ticket sales, HOHO ticket sales, and
FTZ tour package sales.
 Submit monthly reports on time, including tourism counter sales and daily inquiry reports, and present
sales figures during meetings.
 Build relationships with hotels in Batu Ferringhi and Georgetown to market the Lady Martina package,
tourism packages, and free shuttle services.
 Establish connections with tour agencies to promote the Lady Martina package and market Straits Quay
Mall to attract more tourist shoppers.
SQCC – Convention Hall
 Assist in promoting and selling the Straits Quay Convention Centre and Straits Quay Event Hall.
 Handle inquiries, check hall availability, and liaise with customers regarding bookings and payments.
 Conduct site visits with customers, clearly explaining the hall layout and available facilities.
 Follow up on payments and required documentation, including signed offer letters, license agreements,
and work permit forms.
 Organize and maintain all invoices, receipts, offer letters, and license agreements in a properly filed
system.
 Monitor ongoing events and collaborate closely with customers to ensure their satisfaction.

 Manage shipments for Robert Bosch, Blaupunkt, and various other companies.
 Act as the primary liaison between suppliers and customers.
 Provide customer service by arranging and monitoring shipments for timely delivery.
 Perform clerical tasks, including filing customer documents.
 Update and coordinate communications with customers via email and phone calls.
 Offer support for overtime as needed.
 Execute additional tasks as assigned by my supervisor.
 Verify shipment Estimated Time of Arrival (ETA) through websites or by contacting airlines.
 Receive Notices of Arrival from airlines, process cheque applications, and arrange for dispatch to collect
Delivery Orders (DO) after payment is made.
 Closely monitor shipments until they arrive in Penang, providing customers with updates on the actual
ETA.
 Arrange urgent deliveries for customers, closely tracking shipments until they reach the consignee's
premises and providing updates via email and phone calls.
 Prepare and send monthly in-transit and Transportation Performance Tracking (TPT) reports to customers.

 Manage export shipments for Intel to designated destinations worldwide.
 Input data into the system and generate House Air Waybills (HAWB).
 Provide customer service by arranging and monitoring export shipments.
 Perform clerical tasks, including filing customer documents.
 Update and coordinate communications with customers via email and phone.
 Offer support for overtime as needed.
 Remain on standby at the airport to arrange shipment documentation and delivery.
 Assist the operations team with packaging and labeling.

The journey officially began