BI WEN TAN
PETALING JAYA
Summary
7+ years of liner shipping experience with exposure to documentation, sales, customer service and international trade operations. Experienced in coordinating with customers, HQ, overseas offices and internal departments to resolve operational issues and ensure smooth shipment execution.
Overview
3
3
Languages
1
1
Certification
11
11
years of professional experience
Work History
Customer Service Executive
COSCO SHIPPING LINES MALAYSIA SDN BHD
SUBANG JAYA, MALAYSIA
04.2021 - Current
- Managed customer service activities for USA trade,Australia, New Zealand and Middle East trade lanes shipments, ensuring bookings and shipments were processed accurately and within required timelines.
- Controlled and monitored USA service contracts and booking requirements, ensuring shipments were handled according to applicable contract terms.
- Resolved customer enquiries and operational issues regarding bookings, vessel schedules, container availability, and shipment status, ensuring customer satisfaction.
- Coordinated with signing offices and overseas counterparts to resolve shipment-related matters, facilitating smooth cargo movement.
- Followed up on container-related issues, including equipment availability, container allocation and operational discrepancies.
- Managed COD (Change of Destination) cases, coordinating with relevant parties to ensure requests were properly processed and communicated.
- Liaised with internal departments including operations, documentation, equipment and finance to resolve customer issues efficiently.
- Monitored shipment progress and provided timely updates to customers regarding vessel schedules, booking status and operational changes.
- Acted as a key communication point between customers and internal/overseas teams to ensure smooth execution of shipments.
- Cultivated strong customer relationships by promptly addressing enquiries and effectively resolving operational issues.
- Built effective working relationships with customers, HQ, overseas offices and internal departments.
Sales & Marketing Coordinator
COSCO SHIPPING LINES MALAYSIA SND BHD
SUBANG JAYA, MALAYSIA
08.2019 - 03.2021
- Managed customer accounts and handled daily sales and customer enquiries for shipping services.
- Followed up on quotations and customer enquiries, strengthening business relationships and identifying sales opportunities.
- Communicated with customers to understand their shipping requirements and provided suitable service and routing options.
- Prepared and issued freight quotations based on customer requirements, trade lanes and applicable rates.
- Coordinated with relevant internal departments to resolve customer complaints and operational issues, ensuring effective service delivery.
- Communicated regularly with customers to assess shipment needs and deliver timely support, enhancing overall customer satisfaction.
- Coordinated with operations and customer service teams to ensure customer requirements were properly communicated and followed through.
- Provided customers with information regarding vessel schedules, freight rates, sailing options and shipping procedures.
- Developed strong knowledge of shipping processes, customer requirements and commercial aspects of liner operations.
Internship Trainer
COSCO SHIPPING MALAYSIA SDN BHD
SUBANG JAYA, MALAYSIA
05.2019 - 07.2019
- Supported Export Department by managing daily shipping documentation and administrative tasks, ensuring compliance and efficiency.
- Prepared and checked Bill of Lading (B/L) information to ensure shipment details were accurate.
- Assisted in preparing and processing commercial invoices and export documentation.
- Assisted with AMS (Automated Manifest System) submission for applicable shipments and ensured required information was submitted accurately and within deadlines.
- Reviewed shipping documents against booking and cargo information, identifying discrepancies to maintain accuracy and prevent delays.
- Assisted the team in following up on documentation requirements with customers and internal departments.
- Acquired comprehensive knowledge of export procedures, shipping documentation, and liner operations, enhancing understanding of industry standards.
Sales Asistance
Egg Optical Boutique
01.2016 - 03.2019
- -Provided quality customer relationship
- -Knowledgeable on spectacles and lenses
Internship position as business administrator
Jun Lee Sdn Bhd
11.2018 - 12.2018
- -Quality Control
- -Design office layout
Promoter
Blackmores Expo
01.2016 - 01.2016
- -Basic sales
- -Arranged stocks
- -Customer services
- -Checked stocks
Cashier, Sales Asisitant
Wellness Pharmacy
11.2015 - 01.2016
- -Responsible to accepted payments from customer, and gave change and receipts
- -Knowledge of and ability to refund items in the form of cash or credit
- -Implemented new customer services strategies successful and ensuring quality customer services all the times
Education
BA (Hons) - Logistics Management
UCSI University
Malaysia01-2019
UEC CERTIFICATION -
FOON YEW HIGH SCHOOL
Malaysia01-2015
Skills
- Issue resolution
- Complaint resolution
- Team collaboration
- Multitasking
- Shipment tracking
- Customer empathy
- Microsoft Word
- Strategic problem-solving
Hobbies and Interests
- Fitness & Wellness: Gym, Pilates, strength training and maintaining an active lifestyle
- Sports: Pickleball and badminton, with an interest in recreational and team-based activities
- Outdoor Activities: Golf, yoga and other active outdoor pursuits
- Personal Development: Interested in learning new skills, improving communication and maintaining a growth mindset
- Travel & Exploration: Enjoy travelling, exploring new places and experiencing different cultures
Extra-Curricular Activities
- From To Organization / Place Activity / Position Held
- 03/2019 03/2019 HSBS Business case Volunteer
- 07/2017 07/2017 Alumni Talk Series Treasurer
- 01/2015 07/2015 Sport Day Team leader (Red team)
Languages Proficiency
Chinese (Mandarin)
Advanced
C1
English
Intermediate
B1
Malay
Intermediate
B1
Other Qualifications
- Year Qualification Grade
- 2019 Dean's List May 2018
Certification
IMDG – General Awareness
International Maritime Dangerous Goods Code
- Completed General Awareness training covering the safe handling, documentation, classification and transportation of dangerous goods by sea.
- Gained awareness of IMDG Code requirements, including dangerous goods identification, packaging, labeling, marking and documentation.
- Developed knowledge of basic safety procedures and compliance requirements for handling dangerous goods in maritime transportation.
Timeline
Customer Service Executive
COSCO SHIPPING LINES MALAYSIA SDN BHD
04.2021 - Current
Sales & Marketing Coordinator
COSCO SHIPPING LINES MALAYSIA SND BHD
08.2019 - 03.2021
Internship Trainer
COSCO SHIPPING MALAYSIA SDN BHD
05.2019 - 07.2019
Internship position as business administrator
Jun Lee Sdn Bhd
11.2018 - 12.2018
Sales Asistance
Egg Optical Boutique
01.2016 - 03.2019
Promoter
Blackmores Expo
01.2016 - 01.2016
Cashier, Sales Asisitant
Wellness Pharmacy
11.2015 - 01.2016
BA (Hons) - Logistics Management
UCSI University
UEC CERTIFICATION -
FOON YEW HIGH SCHOOL