MOHD ZUFFREY BIN HAZILAN
Customer Service Executive
No 27, Jalan PJS 3/57, Taman Sri Manja, Petaling Jaya
Summary
Helpful Senior Customer Service Executive possessing friendly demeanor and excellent problem-solving and communication skills. Bringing 13 years of experience in Food Manufacturing and Shipping industry with increasing customer satisfaction levels and business performance by handling and analyzing complaints and designing customer service strategies. Dedicated to creating positive impression on customers to build and retain customer base.
Overview
17
17
years of professional experience
14
14
years of post-secondary education
Work History
Customer Service Executive
Barry Callebaut Services Asia Pacific Sdn Bhd
08.2022 - Current
- Manage orders from Corporate Customer Segmentation i.e Danone, Mondelez Group, Mars, Nestle, URC, Fuji and ensure that their PO is registered in Barry Callebaut internal system for production planning.
- Manage Sales Contracts i.e provide an overview on the contract utilization / open to the customers and request for a shipment plan within contract validity period.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Investigated and resolved customer inquiries and complaints quickly.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Collaborated with various internal stakeholders i.e Sales Team, Planner, Shipping, QA, R&D, Finance to stay current on inventory levels, complete accurate orders, and resolve shipments issues to ensure shipments within timeline for deliveries.
- Update customer on the shipping documents within 3 working days after vessel departure for any Import Formalities Application.
- Track and Monitor shipments once loaded until reaches Discharge Port and provide an accurate information if any delays happens at Transit Port.
- Resolved Products issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
- Following up on payments to minimized any overdue figures in customer ledger.
- Leading a team to ensure that Barry Callebaut complies to any requirements in Letter of Credit shipments and eliminate any potential discrepancies in shipping documents.
Senior Customer Service Executive
Cargill Palm Products Sdn Bhd
02.2011 - 04.2021
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Evaluated interactions between associates and customers to assess personnel performance.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Resolved Product issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
- Working closely with Supply Planner, Plant Operators and Logistic Members to ensure shipments are within timeline for deliveries.
- Coordinate and Scheduling vessel booking 30 days prior ETD date to ensure delivery timeline within customers expectation date
- Track and Monitor shipment status from Loading Port until reaches Destination port
- Assisted marketing team on short-term and long-term promotional projects and provided regular updates on status and progress.
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
- Effective liaison between customers and internal departments.
Export Documentation Executive
Hanjin Shipping Line (M) Sdn Bhd
06.2009 - 02.2011
- Sending a reminder to customers by providing Shipping Instruction upon vessel space is successfully booked
- Issues a Bill of Lading to customers in timely manner prior laden taking place to ensure there is no penalties being imposed.
- To ensure Bill of Lading issued are fully aligned with Hanjin Shipping Format and Standard of Procedure
- To check and analyze there is no prohibited items being declared in Bill of Lading.
- Applied standard tables and knowledge of law to calculate duty and tariff payments of each shipment.
- Reviewed and submitted Bill of Lading to other department to facilitate smooth cargo movements.
- Identified issues, analyzed information and provided solutions to problems.
US Cargo Manifest Coordinator
APL - NOL (M) Sdn Bhd
05.2007 - 06.2008
- To ensure all data being inputted for US Bound in Cargo Management System 24 Hours prior vessel arrived at Port of Loading
- Coordinated with other departments if there is any Bill of Lading being hold by US Customs and Border Protection
- To Coordinate with US Customs Agencies for the solution if the Data status being rejected.
- Cross Check if there is prohibited item being declared according to US Customs and Border Protection laws
- Provide a weekly report to measure high standard being archived
Education
High School Diploma -
Cybernetics International College of Technology
Kuala Lumpur 02.2004 - 03.2007
Science of Humanity
Sekolah Menengah Kebangsaan Tuanku Abdul Rahman
Negeri Sembilan 01.1998 - 12.2002
Sekolah Kebangsaan Buloh Kasap
Segamat, Johor 01.1992 - 12.1997
Skills
Microsoft Office
SAP
Complaint resolution
Order fulfillment
Shipping procedures understanding
Problem Resolution
Effective Communication
Letter of Credits
Incoterms
Trade Finance
Timeline
Customer Service Executive
Barry Callebaut Services Asia Pacific Sdn Bhd
08.2022 - Current
Senior Customer Service Executive
Cargill Palm Products Sdn Bhd
02.2011 - 04.2021
Export Documentation Executive
Hanjin Shipping Line (M) Sdn Bhd
06.2009 - 02.2011
US Cargo Manifest Coordinator
APL - NOL (M) Sdn Bhd
05.2007 - 06.2008
High School Diploma -
Cybernetics International College of Technology
02.2004 - 03.2007
Science of Humanity
Sekolah Menengah Kebangsaan Tuanku Abdul Rahman
01.1998 - 12.2002
Sekolah Kebangsaan Buloh Kasap
01.1992 - 12.1997