Diễm Lâm

Sales and Business Operations professional with 9+ years of experience across multinational environments in banking technology, healthcare, medical devices, energy and industrial sectors. Proven track record in Sales Operations, Order-to-Cash (O2C), SAP-based transactional processing, sales forecasting, billing, inventory control and logistics coordination. Demonstrated ability to support regional and country-level sales operations, ensuring financial accuracy, operational compliance and on-time delivery performance, while working closely with Sales, Finance, SCM, Logistics and external partners.

Strong hands-on experience with SAP ECC, SAP S/4HANA, SAP HANA, JDE, Navision and FAST, combined with a structured, detail-oriented and results-driven mindset suitable for complex B2B and matrix organizations.

Senior Sales & Business Operations Regional Specialist _Order to Cash at DIEBOLD NIXDORF VIETNAM (2024-04 – Present)

• Prepared monthly sales forecasts with Sales teams, ensuring order entry and gross margin accuracy
• Created and managed Sales Orders in SAP based on customer configurations
• Handled billing, PO creation, intercompany/third-party transactions and goods receipt in SAP
• Reconciled inventory using MB51/MB52/MMBE and executed necessary adjustments
• Coordinated outbound deliveries with 3PL partners to ensure on-time delivery and cost optimization
• Prepared risk, opportunity and flash reports on orders and revenue in SAP HANA
• Issued VAT invoices and managed physical delivery forecasting
• Ensured vendor compliance, AR follow-up and prepared monthly AR reports
• Processed 3rd-party payment approvals and releases

Customer Service Finance Executive - Order to Cash at SIEMENS HEALTHCARE (2023-07 – 2024-04)

• Performed order and revenue booking in SAP, including order and contract execution
• Maintained customer master data and conducted customer credit checks
• Controlled project costs and progress to ensure compliance with contracts and budgets
• Issued customer invoices and followed up payments, including back-to-back billing with third parties
• Issued purchase orders and coordinated vendor payments
• Prepared order confirmations and guarantees
• Managed fixed assets and inventory within project facilities
• Executed month-end financial closing, reporting (e.g. monthly JV postings)
• Provided regular financial updates, reports to local management and HQ
• Undertook additional tasks to support business growth and operational efficiency

Customer Service Specialist at SIEMENS HEALTHCARE (2022-12 – 2023-03)

• Acted as key interface between Sales & Marketing, Operations, Logistics, Warehouse and Finance
• Handled customer complaints, feedback and inquiries, ensuring timely resolution and escalation when required
• Coordinated internally to ensure accurate, on-time order fulfillment in compliance with commercial terms
• Managed customer and distributor information, sales policies, pricing and service procedures
• Processed sales orders, monitored pending orders, shortages and delivery status, and reported key issues
• Supported sales forecasting, promotions, stock planning and product allocation
• Maintained order, inventory, complaint and customer service tracking reports
• Managed COA documentation, contracts, credit limits, guarantees and customer communications
• Updated customer service procedures and ensured proper implementation
• Supported sales contract preparation and follow-up until execution
• Managed sales contracts and addendums, monitored expiry and new customer onboarding
• Provided data and documentation for audits and management reporting

Customer Service Specialist at TOTALENERGIES VIETNAM (2022-12 – 2023-03)

• Acted as key interface between Sales & Marketing, Operations, Logistics, Warehouse and Finance
• Handled customer complaints, feedback and inquiries, ensuring timely resolution and escalation when required
• Coordinated internally to ensure accurate, on-time order fulfillment in compliance with commercial terms
• Managed customer and distributor information, sales policies, pricing and service procedures
• Processed sales orders, monitored pending orders, shortages and delivery status, and reported key issues
• Supported sales forecasting, promotions, stock planning and product allocation
• Maintained order, inventory, complaint and customer service tracking reports
• Managed COA documentation, contracts, credit limits, guarantees and customer communications
• Updated customer service procedures and ensured proper implementation
• Supported sales contract preparation and follow-up until execution
• Managed sales contracts and addendums, monitored expiry and new customer onboarding
• Provided data and documentation for audits and management reporting

Logistics & Warehouse Management - Operations Department at TOTALENERGIES VIETNAM (2022-04 – 2022-11)

• Created SO, PO and e-invoices for inbound and outbound shipments, coordinating customs clearance and warehouse receipts
• Verified payments with Finance prior to goods issuance
• Managed warehouse operations, including stock control, environmental conditions, expiry dates, labeling and bin locations
• Prepared inventory and expiry reports for Medical and Service teams
• Created dealer orders, order confirmations and handled special order requirements
• Managed warranty parts claims and coordinated follow-up with Germany in line with company policy
• Maintained maintenance contracts, including system setup and payment terms
• Coordinated labeling and sub-label creation in compliance with Vietnam import regulations
• Prepared and collected delivery and inventory documentation for dealer bids
• Coordinated 3PL deliveries, including pick, pack and direct shipments from Schenker to customers
• Managed spare parts ordering and OOH orders, including documentation and coordination with Germany

Operations Specialist at DRÄGER VIETNAM (2019-01 – 2021-10)

• Managed order processing in line with master data and intercompany PO creation via EDI
• Created sales orders with price, customer and BOM verification
• Handled quarterly and monthly billing in coordination with country teams
• Managed delivery orders, returns, inbound/outbound and transfer postings
• Created and administered software maintenance contracts
• Ensured SLA compliance, monitored service quality and addressed service delivery issues
• Coordinated with Shared Service Centers and cross-country teams to resolve operational issues
• Prepared monthly order and inventory reports, including aging and in/out status
• Supported AR clearance and month-end closing activities
• Built team capability through knowledge sharing and process improvement

Operations Specialist at DIEBOLD NIXDORF MALAYSIA (2019-01 – 2021-10)

• Managed order processing in line with master data and intercompany PO creation via EDI
• Created sales orders with price, customer and BOM verification
• Handled quarterly and monthly billing in coordination with country teams
• Managed delivery orders, returns, inbound/outbound and transfer postings
• Created and administered software maintenance contracts
• Ensured SLA compliance, monitored service quality and addressed service delivery issues
• Coordinated with Shared Service Centers and cross-country teams to resolve operational issues
• Prepared monthly order and inventory reports, including aging and in/out status
• Supported AR clearance and month-end closing activities
• Built team capability through knowledge sharing and process improvement

Sales & Marketing Executive - Tyre Department at DIEBOLD NIXDORF MALAYSIA (2016-07 – 2018-09)

• Promoted existing brands and launched new products via dealer channels
• Conducted market research and developed trade marketing plans aligned with targets
• Built and maintained key client relationships through regular visits and opportunity identification
• Supported sales and marketing budgets, contracts and payment follow-up
• Planned and executed customer engagement activities, events and exhibitions
• Developed marketing materials and monitored campaign performance
• Managed digital marketing channels (social media, website and email marketing)
• Ensured 5S, safety and security compliance in office and operations

Logistics Assistant at YHI VIETNAM (2015-06 – 2016-06)

• Managed order processing for dealer and supermarket channels
• Consolidated purchase orders and sales forecasts with Sales teams
• Prepared invoices, packing lists and sales contracts for customs clearance
• Coordinated customs documentation and logistics cost payments
• Managed inbound and outbound deliveries and warehouse vouchers
• Controlled inventory, stock reconciliation and system updates
• Liaised with clients, suppliers and transport teams
• Managed CO, CQ, serial tracking and dealer claims
• Oversaw warehouse operations, container inspections and VAT draft preparation
• Performed goods receipt and goods issuance on FAST system

Logistics Assistant at KÄRCHER VIETNAM (2015-06 – 2016-06)

• Managed order processing for dealer and supermarket channels
• Consolidated purchase orders and sales forecasts with Sales teams
• Prepared invoices, packing lists and sales contracts for customs clearance
• Coordinated customs documentation and logistics cost payments
• Managed inbound and outbound deliveries and warehouse vouchers
• Controlled inventory, stock reconciliation and system updates
• Liaised with clients, suppliers and transport teams
• Managed CO, CQ, serial tracking and dealer claims
• Oversaw warehouse operations, container inspections and VAT draft preparation
• Performed goods receipt and goods issuance on FAST system

Bachelor in International Business Administration – HO CHI MINH UNIVERSITY OF FOREIGN LANGUAGES AND INFORMATION TECHNOLOGIES (2010 – 2014)