Ruslinawati Binti Mohamed
Head Of Customer Service
Shah Alam, Selangor, MALAYSIA
Summary
Energetic and performance-driven Customer Service Manager with 17 years of experience improving customer satisfaction and successfully defusing the toughest client. Excellent communication and interpersonal skills and the ability the respectfully interface with managers from various department.
Overview
18
18
years of professional experience
Work History
Head of Customer Service
AERO CIRCLE SDN.BHD.
03.2023 - Current
- Handle all specific matters related to company's import and export customs clearance, logistics, and freight forwarding to ensure smooth operation of company's import and export and logistics business.
- Ensure compliance with all relevant regulations and standards.
- Maintain accurate records of all customs transactions and related documentation.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Monitor and track shipments, resolving any issues that arise during transit.
- Negotiate with logistics providers to secure cost-effective services.
- Ensure accurate and timely payment processing.
- Communicate with suppliers and customers regarding order status and delivery schedules.
- Resolve any discrepancies or issues related to orders and payments.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Motivated and trained employees to maximize team productivity.
Customer Service Manager
CLASQUIN (MALAYSIA) SDN BHD
03.2018 - 02.2023
- Air and ocean export supervisory including creation of jobfiles in CargoWise system.
- Co-ordinate with customer/vendor to follow up for booking status.
- Follow up CIPL & related documents for custom clearance purpose.
- Monitoring of custom clearance status & update to customer/agent.
- Handle for haulage/transport arrangement.
- Update shipment status & required information to customer/agent.
- Preparing invoice to customer & arrange payment to vendor.
- Complete job costing.
- Maintaining positive, empathetic, and professional attitude toward customers at all times.
- Responding promptly to customer inquiries.
- Communicating with customers through various channels.
- Acknowledging and resolving customer complaints.
Assistant Customer Service Manager
CLASQUIN (MALAYSIA) SDN BHD
1 2009 - 02.2018
- Dealing with customer’s requests and in-house customers inquiries (overseas networking and agents) in a positive, proactive manner always
- Ensure customer satisfaction through managing their shipments in the correct way and in accordance to the timeframe specified by the customer
- Build customer relationships and ensure excellent service
- Analyze, manage and respond to customer inquiries and complaints
- To pass on all other types of enquiry to other appropriate Business Unit Managers
- Dealing with freight quotations, tender RFQ and other rates enquiries
- Quote prices to potential and existing customers as and when required within agreed
- Negotiate and select suitable service provider based on comparison of cost and other criteria offered by different providers
- Liaise with shipping lines and airfreight GSA with related to ad hoc rates request and space booking of all export/import shipments
- Direct handling of important files (project cargo shipments)
- Manage shipments from pickup to delivery (project cargo shipments)
- Ensure operation files are completed correctly
- Ensure all operational activities are compliant with Customs Regulations
- Ensure charging out of all shipment and invoice checking is carried out prior issuing to customer.
Operation Supervisor
CLASQUIN (MALAYSIA) SDN BHD
06.2006 - 01.2009
- To carry out job responsibility on operation and documentation, tele sales support and customer service for sea and air import/export
- Ensure smooth flow of day-to-day operations; provide solutions and suggestions to operational problems
- Negotiate and select suitable service provider based on comparison of quotations and others criteria offered by different providers
- Liaise with shipping lines and airfreight agents with regards to booking of space export/import shipments
- Monitoring of export/import shipments booking with overseas office
- Compliance to standard operating procedure set for each individual customer
- Negotiation with suppliers on rates and service level
- Able to attend to rate inquiry and tender quotation.
- Propose, implement and monitor warehousing and distribution operations
- Submission of monthly report as per deadline set by company
- Properly documenting and keeping record of all correspondence
- Preparing invoicing for import/export shipment
- Verifying vendors/ suppliers’ cost.
Education
Bachelor Degree - Food Science & Technology
University of Malaysia Sabah (UMS)
Skills
Team Collaboration
Customer Relationship Management
Shipment Tracking
Client Engagement
Shipping coordination
Documentation and notes
Satisfaction monitoring
Teamwork and Collaboration
Expected montly salary
MYR8,500.00
Availability: Immediately after notice period of 1 month
Personal Information
- Age: 46
- Gender: Female
- Nationality: Malaysia
- Marital Status: Married
Timeline
Head of Customer Service
AERO CIRCLE SDN.BHD.
03.2023 - Current
Customer Service Manager
CLASQUIN (MALAYSIA) SDN BHD
03.2018 - 02.2023
Operation Supervisor
CLASQUIN (MALAYSIA) SDN BHD
06.2006 - 01.2009
Assistant Customer Service Manager
CLASQUIN (MALAYSIA) SDN BHD
1 2009 - 02.2018
Bachelor Degree - Food Science & Technology
University of Malaysia Sabah (UMS)
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