Global Customer Experience & Order Fulfillment Specialist

Arrow; Penang; On-site; MYR 36,000 - 58,000; Full time

Job summary

Arrow in Penang, Malaysia, is seeking a Customer Service Representative to manage regional customer service, handle EDI and manual orders, and ensure on-time deliveries. You will coordinate with supply chain, export compliance, and finance to resolve discrepancies and deliver accurate reporting.

The role requires strong customer focus, problem solving, ownership, and excellent English communication. Work is in a multicultural environment with regular customer interaction.

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.
• 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.

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, upscale and take appropriate action on Shortages.
• Create new customer price agreements.

Skills

Customer service background

Problem solving

Ownership & accountability

Team player

Communication skills

English proficiency

Job description

Arrow in Penang, Malaysia, is seeking a Customer Service Representative to manage regional customer service, handle EDI and manual orders, and ensure on-time deliveries. You will coordinate with supply chain, export compliance, and finance to resolve discrepancies and deliver accurate reporting.

The role requires strong customer focus, problem solving, ownership, and excellent English communication. Work is in a multicultural environment with regular customer interaction.