Sarol Tan

Lead end-to-end program and account operations for assigned key customers, ensuring alignment with delivery commitments, quality standards, and revenue targets. Manage and grow relationships with an accumulated total of 20+ global accounts, including Lam Research, Applied Materials, Cisco, Flex, Jabil, Celestica, Ultra Clean Technology, and Astronics. Act as the primary customer point of contact and escalation owner, maintaining regular communication and resolving delivery, quality, pricing, and service issues in a timely manner. Collaborate with Account Managers on RFQ responses, pricing strategies, and turnaround time optimization, leveraging low-cost production regions where applicable. Utilize customer portals and reporting tools to manage OORs, inventory programs, and overall account performance metrics. Prepare and submit weekly account status reports to the Program Manager Leader, highlighting risks, action plans, and key performance indicators.

Managed marketing operations, customer service, and sales administration for key global accounts, covering order booking, rescheduling, shipment coordination, billing, and revenue support. Served as the first escalation point for customer issues related to delivery, quality, demand gaps, and corrective actions, ensuring timely resolution. Supported demand management and revenue planning through customer forecasting, sales projections, inventory analysis, and monthly booking reviews. Implemented and executed marketing strategies and account plans to drive revenue growth and customer retention. Led Hub / VMI program coordination, including VMI structure development, liability clause review, compliance documentation, system setup, user training, inventory audits, discrepancy analysis, and gap closure. Participated in New Product Introduction (NPI) and product transfer activities, coordinating with global customers and internal supply chain teams to ensure smooth execution. Managed RFQs, sample requests, RTVs, rework, and rescreening, delivering timely responses and maintaining high customer satisfaction. Analyzed customer demand against production capacity and material availability, working with planning teams to improve level loading and operational efficiency. Maintained strong customer relationships through consistent communication, issue ownership, and service reliability, supporting long-term account stability. Supervised junior team members and supported global RFQ activities for strategic accounts, ensuring service consistency and responsiveness.

• Provide information on enquiries received from existing / new customer on products such as quotation, delivery planning schedule, sample and specification, shortages and replacement status. • Plan and update delivery arrangement and inventory data. Expedite and coordinate with internal departments and take actions on customer complaints. Evaluate and explain the reasons for unable to deliver goods / changes to relevant parties. • Analyse the discrepancy on sales budget against actual sales, compile yearly sales information and data for new forecast quantity / referencing purposes based on customer and models. • Compile yearly customer satisfaction survey and feedback. • Provide information and interact with relevant department on environmental and quality issues. Assisting the manager and supervise the marketing team to develop the business and maximize the service level to customer.

• Provide maximal customer services and marketing administration such as product information, answering enquires, delivery schedule, quality complaints etc. • Liaise with customer and internal functional departments on new project and product introduction, represent and cooperate Sales Executive and subordinate on his / her absence. • Maintain a proper filing system for cross referencing purposes.

Managed Accounts Payable, Accounts Receivable, and basic customs clearance documentation, supporting finance administration through accurate record maintenance.

(Anglia Polytechnic University, UK)

(The Association of Business Executives, UK)