Customer service officier

Arrow; Penang; On-site; MYR 30,000 - 52,000; Full time

Benefits offered by this job

Medical Insurance

Life Insurance

Year-end bonus

Performance Bonus

5-Day Work Week

Growth Opportunities

Job summary

Arrow Electronics, Inc. in Penang seeks a Customer Service Officer to provide expert internal and external customer service and sales support to the Inside Sales Team and customer engagements. You will manage the Order to Invoice process and support contract pricing, while coordinating forecasts and reports with the team.

This role offers exposure to quality assurance processes, RMA handling, and collaboration with legal for contract signatures, with a focus on growth opportunities within Arrow.

Qualifications

• Typically requires a 2 year degree and 2–4 years of experience or high school graduate with equivalent related experience.
• Experience handling complex discrepancies and interfacing with customers.
• Knowledge of order to invoice processes and contract pricing.

Responsibilities

• Provide expert internal and external customer service and sales support to the Inside Sales Team and customer engagements.
• Manage Order to Invoice processes, including order entry, pricing and contract terms.
• Coordinate forecasts, reports, and escalations; support RMA, CS and contract actions.
• Assist with quote-to-order activities, loading SDT quotes and coordinating contract signatures.

Skills

Customer service

Sales support

Order management

Quality assurance

Education

2 year degree

Tools

Infosys

MyArrow

SIMS

Job description

Position: Customer service officier

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.
• Has developed knowledge and skills through formal training or considerable work experience
• Entry level often for those with work experience in the skill area
• Works within established procedures with a moderate degree of supervision
• Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures and makes sound decisions

What We Are Looking For

Typically requires a 2 year degree and 2–4 years of experience or High school graduate with equivalent related experience. May require specific certifications.

What’s In It For You

At Arrow, we recognize that financial rewards and great benefits are important aspects of an ideal job. That’s why we offer competitive financial compensation, including various compensation plans, and a solid benefits package.

• Medical Insurance
• Life Insurance
• Year-end bonus
• Performance Bonus
• 5-Day Work Week
• Growth Opportunities
• And more!

About Arrow

Arrow Electronics, Inc. (NYSE: ARW), an award-winning Fortune 148 and one of Fortune Magazine’s Most Admired Companies. Arrow guides innovation forward for over 220,000 leading technology manufacturers and service providers. With2025 sales ofUSD $30.9 billion, Arrow develops technology solutions that improve business and daily life. Our broad portfolio that spans the entire technology landscape helps customers create, make and manage forward-thinking products that make the benefits of technology accessible to as many people as possible. Learn more atwww.arrow.com.

Our strategic direction of guiding innovation forward is expressed as Five Years Out, a way of thinking about the tangible future to bridge the gap between what's possible and the practical technologies to make it happen. Learn more athttps://www.fiveyearsout.com/.

For more job opportunities, please visithttps://careers.arrow.com/us/en

Location: MY-Penang, Malaysia (Jalan Sultan Ahmad Shah)

Time Type: Full time

Job Category: Business Support