Panimalar D/O Pandian
Customer Service Specialist
Gelugor
Summary
Dynamic Customer Service Specialist with a proven track record of enhancing operational efficiency and customer satisfaction. Expertise in SAP Business Warehouse and Logistics Management drives streamlined processes that uphold the company’s reputation for excellence. Currently advancing strategic and organizational skills through Management studies at University Sains Malaysia, fostering a commitment to collaboration and accountability in all professional endeavors. Passionate about leveraging knowledge and experience to contribute to team success and deliver outstanding results.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Customer Service Specialist
Swagelok Malaysia
09.2022 - Current
- Respond to customer inquiries promptly across various channels, including phone, email, chat, and in-person, while providing accurate information about our products, services, and policies.
- Professionally address and resolve complaints, collaborate with departments to analyze issues, and assist with order tracking and modifications for timely deliveries.
- Maintain accurate records of customer interactions and report recurring issues for resolution.
- Work closely with sales, marketing, and support teams to improve the customer experience while ensuring compliance with service standards.
- Participate in ongoing training to enhance product knowledge and skills, track customer service KPIs, and design training programs.
- Proficient in SAP, Microsoft Excel, Ariba Portal, and HubSpot.
- Manage CRM system by entering and updating accurate records on target
accounts, opportunities, and correspondence, improving sales pipeline visibility
and streamlining reporting.
Customer Service Executive
DSV (DC) Solution Sdn Bhd (a.f.k Agility Integrated Logistics)
11.2019 - 07.2022
- Managed high-volume calls, resolving customer complaints promptly and professionally, achieving a 92% quarterly customer satisfaction rate.
- Consistently received excellent call quality ratings and trained entry-level staff to improve their communication and multitasking skills.
- Supervised 14 team members in a fast-paced 35,000 sq. ft. warehouse, implementing efficient 5S practices and developing incentives to boost performance.
- Proficient in handling customs forms and creating airway bills for international shipments via FedEx and UPS, while maintaining accurate documentation and preparing monthly KPI reports for management.
Senior Billing Associate
DSV (DC) Solution Sdn Bhd (a.f.k Agility Integrated Logistics)
12.2018 - 10.2019
- Process billing from various sources in compliance with set procedures
- Perform billing functions within deadlines
- Issue invoices and monthly statements to customers
- Verify data accuracy in accounting system for final bill
- Submit invoices electronically
- Prepare reports, assist in account collection, and handle customer calls
Billing Clerk & Logistics Coordinator
Mutiara Emas Logistic Sdn Bhd
01.2016 - 10.2018
- Conduct month-end closing tasks
- Prepare invoices for billing
- Fulfill management-assigned duties
- Send monthly quotations to customers
- Monitor daily scheduling for routes, drivers, and deliveries
- Coordinate inbound and outbound shipments
- Support daily administrative activities in procurement, logistics, and warehouse operations
Education
SPM - Pass
SMK St'Theresa
12.2013
Bachelor's - Management
University Sains Malaysia
11.2025
STPM - undefined
SMK St'Theresa
12.2015
Skills
Customer Support
Project management
Customer Retention
Call Center Operations
Ticket Resolution
Technical Support
Product Knowledge
Good communication skills
Customer relationship management
Complaint handling
References
Usha, Rani, Operation Manager, +60 17-404 5564, Swagelok Malaysia
Timeline
Customer Service Specialist
Swagelok Malaysia
09.2022 - Current
Customer Service Executive
DSV (DC) Solution Sdn Bhd (a.f.k Agility Integrated Logistics)
11.2019 - 07.2022
Senior Billing Associate
DSV (DC) Solution Sdn Bhd (a.f.k Agility Integrated Logistics)
12.2018 - 10.2019
Billing Clerk & Logistics Coordinator
Mutiara Emas Logistic Sdn Bhd
01.2016 - 10.2018
Bachelor's - Management
University Sains Malaysia
STPM - undefined
SMK St'Theresa
SPM - Pass
SMK St'Theresa