Customer Service Representative

Arrow Electronics; Penang; On-site; MYR 20,000 - 100,000; Full time

Job summary

A technology solutions provider in Penang is seeking individuals for a customer service role that involves sales support and order processing. Candidates should have a diploma or degree with 1-3 years of experience, or fresh graduates are encouraged to apply. Responsibilities include managing customer interactions and discrepancies, supporting sales teams, and assisting with order invoicing. Join a dynamic team and contribute to enhancing the company's customer engagement strategies.

Qualifications

• 1-3 years of experience in a relevant field.
• Ability to manage customer orders and discrepancies.
• Strong verbal and written communication skills.

Responsibilities

• Provide expert customer service and sales support.
• Manage complex discrepancies with customers.
• Assist in Order to Invoice process and contract pricing.
• Support sales team in quote to order objectives.

Skills

Customer service

Sales support

Order processing

Problem-solving

Communication

Education

Diploma/Degree

Job description

Principal Accountabilities

• 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.

Job Complexity

• Has developed specialized skills or is multi-skilled through job‑related training and considerable on‑the‑job experience
• Completes work with a limited degree of 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

Experience / Education

Diploma / Degree with about 1-3 years of experience.

Fresh Graduates are encouraged to apply.