Customer Service Officer

Job Id R239829; Penang; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in Penang, Malaysia, is hiring a Customer Service Officer to provide exceptional customer and sales support. Responsibilities include managing order processes and supporting sales teams with quotes and customer interactions. Ideal candidates should possess a diploma or degree and strong communication skills. Fresh graduates are encouraged to apply, and Mandarin speaking is preferred. This is a full-time role in a dynamic business support environment.

Qualifications

• Fresh graduates are welcomed to apply.
• Excellent communication in English.
• Mandarin speaking preferred for North Asia market.

Responsibilities

• Provide expert customer service and sales support.
• Handle the order to invoice process efficiently.
• Assist sales team with quote to order objectives.

Skills

Excellent communication skills

Interpersonal skills

Customer-service oriented

Analytical mindset

Problem-solving mindset

Self-motivated

Proficient in Microsoft Excel

Education

Diploma or Degree in any field

Job description

Position: Customer Service Officer
Job Description:

What You’ll Be Doing

• Provide expert internal and external customer service and sales support to both the Inside Sales Team and customer engagements. Assist in maintaining performance expectations to further enhance Arrow's position within each customer and supplier. Responsible for handling more complex discrepancies, interfacing directly with customers, recommending solutions and/or action plans to internal sales team staff.

• Responsible for the Order to Invoice Process including but not limited to: Order entry & maintenance (outside of Infosys), value added order entry & follow up, not first articles; managing inbound customer order formats (excel, pdf, fax, etc); work submits SSRQ (SIMS Setup Request) which includes Value Added, NCNR (Non-Cancellable, Non-Returnable), and COP (Customer Owned Parts); NCNR set up and filing, and set up of MyArrow accounts and PCPRCE 2 (Customer Part and Pricing System) maintenance for contract pricing.

• Support sales team with direct customer contact within Planned Demand and Quality assurance processes. Includes coordinating the e-Compass and Forecast Response reports with Infosys, providing first point of escalation after initial set of expedites, complete bond requests from Inside Sales, manage Dropped Part, New Part, and Item Status Change reports; own the manual inventory sweep process from IPS (In-Plant Store) or consignment and coordinate contract refresh clauses. Handle branch service requests (sure ship and sure receipt), RMA (Return Material Authorization), initiate CAR (Corrective Action Request) FQR (Field Quality Request) analysis, submit Customer Surveys (NAFTA, ISO Cert’s, Quality, etc) and correct post delivery issues (wrong carrier, wrong packaging, wrong shipping account, etc) while working origin of any SMI (Slow Moving Inventory) and Sludge

• Assist Inside Sales with overall Quote to Order objectives including loading SDT (Sales Desktop) quotes under 50 line items, forwarding quotes in PDF format to Quote Center, monitoring PM views, updating quote extensions, ordering samples and coordinating contract signature completion with legal.

What We Are Looking For

• Diploma or Degree in any fields.

• Fresh graduates are welcomed to apply.

• Possess excellent communication and interpersonal skills in English.

• Proficient with Microsoft office software’s, especially for Excel (Pivot, VLOOKUP).

• Customer-service oriented, analytical and problem-solving mindset.

• Self-motivated and ability to prioritize tasks with sense of urgency.

• Mandarin speaking and literacy preferred to serve the North Asia market.

Location: MY-Penang, Malaysia (Jalan Sultan Ahmad Shah)
Time Type: Full time
Job Category: Business Support