Customer Service Representative

Arrow Electronics; Tasek Gelugor; On-site; MYR 39,000 - 56,000; Full time

Job summary

Arrow Electronics in Penang, Malaysia, is seeking a Customer Service Representative to manage service for defined customers in the region, ensuring adherence to SLAs and defined processes.

The role focuses on coordinating communication from the Service Centre, handling both EDI and manual orders, resolving discrepancies, and providing regular customer updates. English communication is essential for this high-pressure environment.

Qualifications

• 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 with good communication skills.

Responsibilities

• 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.
• 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.

Skills

Customer service

Problem solving

Ownership & accountability

Team player

Communication skills

Adaptability

English proficiency

Job description

Job Objective

To manage the customer service for defined customers within the region, according to agreed service levels and defined business processes.

Position

Customer Service Representative

Job Description

To manage the customer service for defined customers within the region, according to agreed service levels and defined business processes.

Key Responsibilities

• 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 order
• Customer on-time delivery
• Quality of customer returns
• Process time for customer order
• Process time for order and shipping discrepancies

Key Interfaces

• Arrow Management Team
• Arrow Global and Regional Program Management Team
• Arrow Global Marketing Team
• Arrow Global Service Centre
• Arrow Process Engineering Team
• Arrow Finance Team
• Arrow Warehouse & Logistics Team
• Customer

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

Job Category

Business Support