Customer Experience Specialist

Arrow Electronics Australia Pty Ltd; Seberang Perai; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading electronics company in Penang is seeking a Customer Experience Specialist. You will handle customer inquiries, support sales activities, and resolve issues effectively. The ideal candidate should possess excellent communication skills and a strong customer service background. This full-time position offers a dynamic work environment focused on enhancing customer satisfaction.

Qualifications

• Experience in customer interaction via phone, email, and chat.
• Ability to handle complaints and resolve customer issues effectively.
• Skilled in coordinating with sales and other departments.

Responsibilities

• Respond to customer inquiries in a timely manner.
• Load orders accurately and efficiently.
• Document customer interactions and transactions.
• Gather and report customer feedback for process improvement.

Skills

Customer service skills

Problem-solving

Communication

Sales support

Collaboration

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