Customer Service Representative

Arrow Electronics; Kuala Lumpur; On-site; MYR 33,000 - 67,000; Full time

Job summary

Arrow Electronics in Penang, Malaysia, is seeking a Customer Service Representative to manage defined customers regionally, ensuring service levels and adherence to business processes. You will coordinate communication from the Service Centre, handle both EDI and manual orders, and manage backlogs to keep customers informed of delivery status.

You will collaborate with Asset and Supply Chain Planner, Logistics, Finance and Warehouse teams to resolve discrepancies, ensure export compliance, and

Qualifications

• Customer service background with process orientation.
• Strong communication and problem-solving abilities.
• Ability to work under pressure in a multicultural environment.

Responsibilities

• Act as communication coordinator with assigned customers.
• Manage both EDI and manual customer order entry.
• Handle customer backlog: confirmation, reschedule, cancellation, reconciliation.
• Communicate with supply chain and customers daily about supply status.
• Ensure export compliance for controlled products and licensing.
• Resolve shipping and price discrepancies.
• Manage returns, RMA and invoicing discrepancies.
• Send defined reports to customers regularly.
• Participate in customer meetings as required.
• Forecast communication with internal/external stakeholders.

Skills

Customer focus

Problem solving

Ownership

Team player

Communication

Adaptability

English

Job description

# **Position:**Customer Service Representative# **Job Description:****Job Objective:**To manage the customer service for defined customers within the region, according to agreed service levels and defined business processes.**Key Responsibilities:**All tasks to be carried out in a quality manner, consistent with the Company vision and values.* Act as communication coordinator from the Service Centre towards assigned customers.* Manage both EDI and manual customer order entry.* Manage customer backlog: confirmation, reschedule, cancellation, reconciliation and resolve discrepancies with outgoing deliveries. Including communication with the customer.* Communicate with Asset and Supply Chain Planner and with the customers on a daily basis regarding the supply situation.* Manage compliance with export rules for controlled products, including preparation of export licences.* Be accountable for delivery to the customers and resolution of shipping and price discrepancies.* Manage customer returns / RMA and invoice discrepancies.* Communicate with the customers regarding order confirmation, shipping and tracking information.* Create and send out defined reports to the customers on a regular basis.* Occasionally participate to meetings with customers as required.* Manage customer forecast communication both internally and externally.* Analyse, escalate and take appropriate action on Shortages.* Create new customer price agreements.**Focus Areas:**Quality of customer orderCustomer on-time deliveryQuality of customer returnsProcess time for customer orderProcess time for order and shipping discrepancies**Key Interfaces:**Arrow Management TeamArrow Global and Regional Program Management TeamArrow Global Marketing TeamArrow Global Service CentreArrow Process Engineering TeamArrow Finance TeamArrow Warehouse & Logistics TeamCustomer**Key Requirements:*** Customer oriented with customer service background.* Process driven and very strong in problem solving.* High level of ownership and accountability for assigned tasks.* Great team player.* Good communication skills suitable for both internal and external communities.* Can effectively cope with change and be comfortable with ambiguity.* Ability to respond rapidly and professionally to the demand of a high pressure commercial environment.* Willing to work in a challenging and multicultural environment.* English mandatory both verbal and written.**What we offer:*** Professional and personal development in attractive industry.* A very interesting role with many challenges and opportunities to learn.* Daily cooperation with customers and suppliers from EMEA/Americas/Asia regions.* Friendly work atmosphere and fair work-life balance# **Location:**MY-Penang, Malaysia (The Light Exchange)# **Time Type:**Full time