Interview/“Keeping Promises, Building Trust”

—Please introduce yourself briefly and tell us about your current position and responsibilities.
Hello everybody. My name is Jessica Kong. I am currently serving as the Managing Director in OPK Marketing Services (OMS) which is the marketing arm of OPK Inter-Corporation (OIC). In my role, I am responsible in leading and overseeing the sales & marketing activities and after sales services for our customers in the Malaysia market. This include enhancing our OPK and OIC brand visibility and ensuring customer satisfaction though effective after sales support.

—Could you tell us about your career background and how you came to your current role?
Prior to joining OMS, I studied in the hospitality management and I secured my first job in a hotel in the 1990s, which was an intentional choice as I wanted to work in a pleasant environment and interact with a diverse range of people. I spent 7 years in the hospitality sector, holding the position of Sales Manager.
During that time, there were a lot of foreign investments which came into Negeri Sembilan,where OIC is located. It was around this time that I met Mr. Yee (Managing Director) and Mrs. Chen (Director), who had returned from Japan to Malaysia to set up the OIC plant in this area. They often brought expatriates, engineers and guests from Japan to stay at the hotel and held company events there.
One day as I was talking to Mrs Chen I told her that I intend to leave this industry due to the unpredictable long working hours. Mrs. Chen asked if I would be interested in joining her company. At the time, my knowledge of OIC was limited to the fact that they produced “Lift Tables,” and I wasn’t quite sure what that entailed. Internet access at the time was limited and researching terms like “lift table” and “material handling equipment” was not as easy as it is now. I only knew they were somewhat similar to light version of forklifts. Although I am not familiar with this entirely different industry—one traditionally dominated by men—I decided to take on the challenge and joined OMS in year 2000.
Under Mr. Yee’s guidance, I learned the ins and outs of product knowledge and the sales approach. 4 of OIC Managers whom I often called them as 四大天王each guided me through different aspects of the business, including products, spare parts and technical matters. It was a challenging yet exciting learning experience.
At OMS, we don’t just sell products; we believe in delivering excellent customer service before and after the sale. I always remind myself is that that what we promise must be delivered. I’ve seen many salespeople here focus solely on selling without considering the after-sales service, but for us, service is a key priority and this is the core spirit of OMS.
In recognition of my contributions, I was promoted to Director in year 2008, and then to Managing Director in year 2021. I am deeply grateful to the company for the trust in me.

—Were you anxious about changing careers from a different industry?
Of course, I was. Especially since it’s an industry where many men are active, I was initially hesitant. However, thanks to President Yo and the four managers at OIC whom I call the “Four Heavenly Kings”, who patiently taught me product knowledge and sales techniques, I gradually gained confidence.
One of the special skills I’m proud of is the “customer-centric sales approach” I cultivated through my early career in the hospitality industry. This mindset hasn’t changed in the current material handling equipment industry. I’ve always believed that “excellent service doesn’t end at the point of sale, but rather that’s where the trust relationship begins”. Beyond just closing contracts, I’ve built long-term relationships with customers by fulfilling promises and providing continuous after-sales support.
This effort was recognized, and I was given the opportunity to become a director in 2008 and then Managing Director (President) in 2021.

—I heard there were challenges in the industry as well.
Yes, when I first joined, there were times when business was avoided just because I was a woman. In fact, there were distributors who questioned my appointment and directly inquired with my superiors.
But I decided that “I had to prove myself through results”, so I prepared thoroughly for every meeting and continued to work sincerely. Gradually, people began to understand my attitude and abilities, and eventually, I was able to gain their trust. This experience taught me the importance of staying true to one’s beliefs in any environment.

—How do you feel about OMS as a company?
OMS is not just a workplace for me. There’s a culture here that values integrity, dedication, and teamwork. I’ve learned, grown, and now I’m in a position to lead the team.
The workplace atmosphere is very warm and cooperative. Members from different generations and backgrounds work together with mutual respect. Younger members share knowledge of the digital age, while veteran members share their experience and wisdom, making us a very balanced team.

—When do you feel a sense of accomplishment?
It’s definitely when customers are truly satisfied with our service and reach out to us again or refer us to others. The moment I feel that “we’ve earned their trust” is the most rewarding.
Also, seeing young members grow and work with confidence brings me great joy.

We Aim for our Products to be Recognized and Trusted Worldwide.

—Please tell us your thoughts on “what kind of company you want to create”.
I want us to be an innovative and forward-thinking company that can flexibly adapt to market changes. We aim to actively incorporate new products that meet customer needs and for our products to be recognized and trusted worldwide.
Additionally, by maintaining healthy financial growth, we want to create an environment where employees are well-rewarded with attractive benefits and treatment. We aim to be a company where job stability and growth opportunities are secured, and each employee can work with a sense of fulfillment. Ultimately, we’re aiming to build a sustainable organization that achieves long-term success for both the company and its employees.

—Can you tell us a bit about your private life? What are your hobbies?
To relax, I sing songs and watch dramas. I also enjoy documentaries, and I cherish the time I can learn deeply about topics that interest me.
I drive a Mazda CX-30, and I like seafood, cakes, and baked goods. I might be a bit of a sweet tooth (laughs).

—Do you have any recommended spots in Malaysia?
George Town in Penang is really wonderful. It’s a treasure trove of historical streetscapes, street art, and delicious local cuisine. And you can’t miss the Batu Caves on the outskirts of Kuala Lumpur. The colorful stairs and the giant statue of Lord Murugan are truly impressive.

—Please share your impressions of Japan.
The first thing that surprised me when I visited Japan was how clean it was everywhere I went. I was particularly impressed by the cleanliness of the toilets. The discipline and politeness of the people were also impressive. I felt there was much to learn from the orderly atmosphere of the streets and the good manners in public places. And of course, not to be forgotten is the food culture. Being able to enjoy delicious food wherever you dine is a unique charm of Japan.

—Please tell us about your future dreams.
First, I have a desire to contribute further to the company’s growth. I want to focus on strengthening our presence in the current market while also expanding into new markets. Within this, I want to contribute to OPK’s further development by broadening our product lineup and continuing to provide excellent customer service.
On a personal level, I want to lead a fulfilling life. While maintaining a better balance between work and private life, I aim for a lifestyle where I can continue to grow in my career while pursuing my interests and spending valuable time with important people.

—Lastly, please leave a message for our readers.
To everyone in the OPK Group, I sincerely thank you for your daily efforts and contributions. Let’s continue to support each other and move forward positively. I sincerely hope that you all lead healthy and fulfilling lives every day.

Interview Date: April 2025
Interview Cooperation:
OPK MARKETING SERVICE (OMS)
MD (Managing Director) / President
Jessica Kong