SHIN YIEN LEE (WING)

Managed EMEA order management operations across transitioned markets, ensuring service level adherence.

Partner with customer fulfilment logistics, sales IT, and distribution centres on order-to-cash.

Drive process improvements including EAN mapping, material master governance, ASO, CSV automation.

Develop and standardise operational SOPs across EMEA markets with customer fulfilment sign-off.

Built reporting dashboards to enhance KPI visibility, track order accuracy, and streamline issue resolution.

• Handled operational escalations, identified root causes, and implemented corrective actions to prevent recurrence.
• Led Italy transition activities into Kuala Lumpur shared services.
• Coach and develop team members through monthly 1-to-1 sessions and knowledge sharing.

• Build and develop an order management team in shared services (O2O).
• Managed order management reps to ensure timely, accurate responses to customer phone and email inquiries.
• Led and coached direct reports to achieve daily business objectives.
• Deliver customer service by answering enquiries and handling escalations.
• Coordinated departments to enhance customer satisfaction through effective process improvements.
• Develop training curriculum and work instructions, then coach team members.
• Oversaw processing of order-entry documents to ensure accuracy and completeness. and data for PO, VO, payment, delivery, pickup.
• Conducted internal reporting to track productivity and quality metrics. and analysis, including productivity, quality, and root-cause reviews.
• Support monthly UAT for system enhancements before production release.

• Coordinated China, Taiwan, and Hong Kong billing activities as team lead.
• Monitored team productivity against SLAs, adjusting task assignments to optimise workflow.
• Diagnosed invoice issues and implemented prevention steps, enhancing daily accuracy.
• Processed SAP SD order-to-cash invoices using SAP SD billing workflows.
• Facilitated Versum material subsidiary migration, ensuring seamless technical knowledge transfer.
• Participated in Taiwan electronic invoice testing and South Korea SmartBill automation.
• Conducted tests on new entity setups to validate billing processes. as billing team power user.

• Handled order-related phone calls, inquiries, emails, and faxes, providing clear information and resolving issues efficiently.
• Processed liquid and bulk customer orders across China and Taiwan, ensuring timely fulfilment and customer satisfaction.
• Coordinated with customer service and commercial teams to streamline order processing and enhance overall service delivery.
• Maintained correct filing, storage, and retrieval of sales orders and correspondence in SAP.
• Confirmed receipt for system and manual delivery orders promptly.
• Created purchase orders and requisitions in SAP for procurement needs.
• Developed expertise in order management systems to enhance processing efficiency.
• Followed standard business procedures, global trade compliance, and security standards strictly.

• Managed promotional activities for compressor solutions by managing prospect outreach for compressor solutions.
• Led solution discussions by developing relationships and tailoring compressor recommendations.
• Identify business opportunities by assessing prospects and judging industry customer positioning.
• Evaluate sales options through structured research and competitive analysis.
• Own commercial negotiations by factoring competitor actions, material cost, and currency.
• Decide proposal terms using competitor benchmarks and currency-driven pricing changes.
• Drove next steps by coordinating follow-up actions tied to each opportunity.
• Directed opportunity follow-up by continuously monitoring customer activities.
• Enhanced customer retention through practical support and advisory guidance.
• Champion service improvements through customer visits across the Middle East.
• Deliver long-term customer value by tracking opportunities and actions.
• Ensure customer engagement stays aligned with competitor and market shifts.
• Compiled and summarised market data to support reporting requirements by gathering, analysing, and summarising market intelligence.
• Guided product planning with insights from market potential signals for Egypt.
• Account for new product planning by translating local needs into roadmaps.
• Present mid-term plans, world maps, and business plans to stakeholders.
• Manage production delivery readiness by checking plan conformance and timing.
• Assure schedule achievement by validating production execution against plans.
• Govern delivery coordination by aligning parties for smooth shipments.
• Oversee inventory control through timely key-window communications across regions.