Burnies Tan Siew Ling

Email: burniestan@yahoo.com
Address: Shah Alam, Selangor, MY
Phone: +6012-2397372

PROFESSIONAL SUMMARY

Analytical and process-driven customer service specialist in supply chain, order, logistics
and inventory management with over 20 years of experience that directly results in
efficiency improvements and cost saving in supply chain, resource and budget
management, demand planning, logistics, development of KPIs, client’s satisfaction and
continuous improvements.

Proficient in the following areas of expertise:

✓ Order Management ✓ Logistics Management ✓ Strategic Planning

✓ Inventory Control ✓ Cost accounting ✓ Project Management
✓ Supply Chain ✓ Competency Management ✓ Decision Making
Management
✓ Customer Service
Highly organized and team leader who excels within the scope of duties and
responsibilities, meriting consistent advancement within organizations. Consistently
reducing costs and increasing the quality of materials and services provided while creating
productive and enduring partnerships with internal and external customers, stakeholders,
and employees.

CAREER HISTORY

Customer Experience Manager Apr 2021 – Present

Brenntag Sdn Bhd Shah Alam, Malaysia

Customer Service
● Leading the customer service team, supervising day to day operations and provide solution to
customer service issues in a timely manner
● Establishes and implement customer service policies and procedures
● Improving customer satisfaction by meeting their needs and mediating with internal stakeholders
● Improving local and drop shipments efficiency by exceeding customers expectation
● Improving the customer service level by monitoring the NPS score and develop the action plans

Inventory Planning
• Reviewing order trends and developing improvements plan with internal stakeholders
• Reviewing stock aging reports vs active assortments and propose actions to reduce the stock
holding levels

Tan Siew Ling Page 1 of 5

Assistant Customer Service Manager May 2018 – Apr 2020
GP Battery Marketing (M) Sdn Bhd Petaling Jaya, Malaysia

Logistics
● Oversee the entire supply chain management including import/export, order processing, shipment
arrangement, goods return handling, and 3PL management
● Arranged the discharging of incoming shipments on time
● Coordinated with different stakeholders to ensure the declaration of the correct HS codes in the
shipping documents, the delivery KPIs are met and goods delivered to customers on time
● Supported the business demands through sourcing the suitable logistics
● Tabulate the yearly stock count

Customer Service
● Trained and developed the customer services team in ASEAN region leading to huge productivity
increase
● Improved customer satisfaction by meeting their needs and mediating with internal stakeholders
● Maintained high forecast accuracy through analyzing customers forecasts
● Improved local and export shipments efficiency
● Completed quotations and service agreements while meeting deadlines
● Work closely with shipping team on the shipment bookings and arrangements
● Developed an effective operation process for ASEAN region
● Identify and implement strategies to improve quality of customer service skill and further enhance
an excellent customer service experience

Demand planning
● Planned improvements to grow the forecast accuracy through monthly sales forecast reviews
● Reviewed the delivery performance achievement and developing improvements with internal
stakeholders
● Reviewed stock aging reports and proposing actions to reduce the stock holding

Key Achievements
● Cutting down the Days Inventory Outstanding from 120 days to 90 days
● Restructuring the standard working procedures

Customer Service Manager Jul 2005 - May 2018

Jotun Paints (M) Sdn Bhd Selangor, Malaysia

Order management
● Controlled the management and distribution of RM 300 million worth of orders a year in east
Malaysia
● Managed the team towards achieving company’s 97% OTIF
● Processed customer orders within 24 hours of approximately 40,000 of orders lines a month
● Managed both export shipments to South East Asia and local distribution including dangerous
goods shipments
● Collaborated with different departments on quotations, credit reviews, handling shortages, stock
allocations, delivery completeness and sending invoices

Tan Siew Ling Page 2 of 5

 ● Achieved high efficiency through analysing customer order trends and reviewing staff work
distribution

Logistic
● Ensured transport cost, operative stock days and inventory holding are within the set target
● Monitored service provider performance and KPIs review through monthly meetings and drive
continuous improvement plans
● Advised in the selection of service providers
● Managed stocks with FIFO inventory control by avoiding LIFO systems
● Maintained stock accuracy levels and coordination of physical inventory count on a periodic basis,
resolve discrepancies and accountable for reconciliation
● Conducted monthly reviews of slow and non- moving stocks

Demand planning
● Reviewed and proposed safety stocks and the amount to be set in the system every quarter
● Prioritized orders and revised production plans through collaboration with production planners
● Controlled the inventory holdings and stock count for all branches in East Malaysia
● Reviewed sales forecast and worked closely with the sales team on corrective action to uplift the
forecast accuracy

Warehouse management
● Controlled the inventory holding days, operative stock days are within the KPIs set
● Ensured the stocks are delivered according to FIFO
● Ensured the HSE requirements are met

Key Achievements:
● Initiated a new standard operating procedures for customer service department
● Trained about 35 users on competent ERP superuser in a span of 8 years
● Successfully managed One Jotun project and merged the two entities successfully in 2015
● Implemented web orders and obtained 30% uses rate within 3 months in 2016
● Increased OTIF achievements from 85% to 90% from year 2016
● Saved a RM 100,000 a year through efficiency projects

Customer Service Executive Jun 2003 - Jun 2005

Avery Dennison Materials Sdn Bhd Selangor, Malaysia

● Worked closely with internal stakeholders to resolve the issues on behalf of customers
● Communicated with external customers on order fulfillments
● Arranged deliveries and ensured communication with transporters on the completeness
● Planned and allocated Inventory stock orders

Key Achievements:
● Reduced the aging stocks by 1%

Sales Officer Mar 2002 - May 2003

Chiyoda Integre (M) Sdn Bhd Selangor, Malaysia

Tan Siew Ling Page 3 of 5

 ● Processed orders of key customers (SONY Bangi and subcons)
● Handled customer inquiries and complaints and improved satisfaction levels
● Managed and planned customer orders and delivery
● Planned stocks to meet customers JIT requirements

Key Achievements:
● Improved JIT delivery performance by 40%
● Achieved highest sales record of nearly RM1,000,000

Customer Service Assistant Executive Jun 2000 - Feb 2002

CS Metal Industries Sdn Bhd Selangor, Malaysia

● Processed orders of key customers (SONY Penang)

● Handled customer inquiries and complaints
● Worked closely with internal stakeholders to resolve challenges and ensure customer satisfaction

EDUCATION

Bachelor’s Degree in Business Studies - Marketing and Finance 2000

Sepang Institute of Technology, Malaysia

CERTIFICATION AND COURSES

Powerful Data Analysis and Data Modeling in Microsoft Excel 2015

Penta Wise

Microsoft Excel Advanced 2011

Iverson

Principles of Problem Solving and Decision Making 2011

Training.com Asia

Dangerous Goods Certificate 2007

Malaysia Airlines

ADDITIONAL INFORMATION

Skills
Microsoft Office, Google Suite, ERP/MRP systems (IFS-AP9.0, AS400, BPCS, Oracle, SAP).

Languages
English, Malay, Mandarin, Hokkien, Cantonese

Notice Period
2 months

References
Upon request

Tan Siew Ling Page 4 of 5

Tan Siew Ling Page 5 of 5