Dennis Goh shared his achievements as CSM at Heidelberg Materials Malaysia

The Pulau Meranti plant began operations in 2022 and is strategically positioned near Puchong, Cyberjaya, and Putrajaya. The plant had a limited customer base in the initial phase, with monthly production reaching approximately 5,000 m3. Over time, however, we successfully expanded our customer base and increased our market penetration. 

In July 2024, management introduced a new department, appointing a Customer Service Manager (CSM) to assist major (Band A & B) existing and new customers experiencing delivery, quality, and operational challenges. Our team is the first to respond on-site, quickly addressing and resolving their needs. 

Since implementing the CSM role, Pulau Meranti’s production has increased to 10,000 m3 monthly. This growth is attributed to our ability to foster strong relationships, understand customer needs, and stay informed about their site progress. Major customers who consistently place daily orders with us include Access Benefit, Tuju Setia, Borneo Geotechnic, and Pilot Construction. 

“As a CSM, I must collaborate closely with our HOD, Central Dispatch, Plant Manager, QAQC, and Sales Manager to ensure a seamless supply chain with no disruptions. Establishing this dedicated department is a positive step toward closely monitoring project sites and enhancing customer satisfaction. 

Implementing STEP will have a significant impact on our success. We must analyze market trends, challenges, issues, and opportunities within our region, including my cluster Cheras, Balakong, and Pulau Meranti. It's essential to understand competitor activities and assess our share of wallet with existing customers. This will allow us to gain insights into customer needs, such as their strategies, challenges, and potential risks. Besides that, we have established a call cycle to plan our time in a weekly manner. Building rapport through effective weekly planning allows us to prioritize sales visits, ultimately increasing sales volume for our batching plant.”