Customer Experience Specialist

Arrow Components; Penang; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading components supplier in Penang is seeking a full-time Customer Experience Specialist. The role includes responding to customer inquiries, providing sales support, and resolving issues effectively. Candidates should demonstrate strong communication skills and the ability to document interactions accurately. Collaborating with various departments is essential for improving customer satisfaction. This position offers opportunities for professional development and a dynamic work environment.

Qualifications

• Experience in customer service or related field is preferred.
• Strong communication skills in English, both spoken and written.
• Ability to handle multiple tasks and prioritize effectively.

Responsibilities

• Respond to customer inquiries in a timely manner.
• Maintain efficiencies in operational processes.
• Address customer complaints effectively.
• Document customer interactions thoroughly.
• Gather customer feedback for process improvement.
• Collaborate with other departments for customer satisfaction.

Skills

Customer interaction

Problem-solving

Sales support

Documentation

Team collaboration

Process improvement

Job description

Position

Customer Experience Specialist

Job Description

• Customer Interaction:
  • Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
  • Load orders into the system accurately and efficiently.
• Sales Activities and Support:
  • Handle day-to-day sales activities, sales support, and customer service tasks for specified customers and assigned accounts.
  • Maintain efficiencies in corporate operational processes and procedures.
  • Serve as a liaison among internal resources (field sales, engineering, supplier marketing, manufacturing facilities, purchasing, and other corporate departments), suppliers, and customers.
  • Process quotes and order preparation for specified customers and work with centralized PMs for Quote and Debit information.
  • Notify customers of related price changes.
• Problem Resolution:
  • Address and resolve customer complaints and issues effectively, ensuring customer satisfaction.
  • Ensure execution and manage demand creation activity, applicable contracts, value-added programs, returns, invoicing, credit, and shipping issues.
  • Handle local expediting and assist global opportunities through local escalation.
  • Provide proactive notification to customers of changes to delivery status, conduct bond reviews with customers, and manage Hard & Planned Order management.
• Documentation:
  • Accurately document customer interactions and transactions, recording details of inquiries, complaints, and actions taken.
• Feedback Collection:
  • Gather and report customer feedback to help improve processes.
• Team Collaboration:
  • Work closely with other departments to ensure a seamless customer experience.
  • Support the sales team with direct customer contact for the Order to Invoice process within Planned Demand.
  • Act as a liaison between the sales team to perform root cause analysis and provide more complex problem-solving.
  • Attend and lead customer shortage calls, set internal action plans, and communicate to appropriate account team members.
• Process Improvement:
  • Suggest and implement improvements to enhance the efficiency and quality of customer service operations.
  • Coordinate resources and processing of customer quotations and manage e-Compass engagements and bond requests.

Job Complexity

• Developed specialized skills or multi-skilled through job-related training and considerable on-the-job experience.
• Completes work under moderate supervision.
• Likely to act as an informal resource for colleagues with less experience.
• Identifies key issues and patterns from partial/conflicting data.
• Takes a broad perspective to problems and spots new, less obvious solutions.

Location

MY-Penang, Malaysia (Jalan Sultan Ahmad Shah)

Time Type

Full time

Job Category

Business Support