Senior Customer Service

Arrow Components (M) Sdn Bhd; Penang; On-site; MYR 33,000 - 56,000; Full time

Benefits offered by this job

Medical Insurance

Life Insurance

Year-end bonus

Performance Bonus

5-Day Work Week

Job summary

Arrow Components (M) Sdn Bhd in Penang is seeking a customer service professional to manage defined accounts and act as the service centre liaison. You will handle both EDI and manual orders, manage backlogs, and coordinate with multiple internal teams to ensure timely deliveries.

The role requires strong English communication, problem solving, and a proactive, team-focused mindset. It offers exposure to a multicultural environment and a 5-day work week with competitive benefits.

Qualifications

• Customer service background preferred.
• Process driven with strong problem solving.
• High level of ownership and accountability for tasks.
• Great team player with excellent communication skills.
• Capable of adapting to change and ambiguity.
• Able to respond rapidly in a high pressure environment.
• Willing to work in a multicultural environment.
• English mandatory both verbal and written.

Responsibilities

• Manage customer service for defined customers within the region according to SLAs.
• Ensure all tasks are performed with quality in line with company vision.
• Serve as communication coordinator from the Service Centre to customers.
• Handle both EDI and manual customer order entry.
• Manage customer backlog including confirmations, reschedules, cancellations, and reconciliations.
• Communicate daily with Asset and Supply Chain Planner and customers about supply.
• Ensure compliance with export rules for controlled products and prepare licenses.
• Own delivery resolution for shipping and price discrepancies.
• Handle customer returns/RMA and invoice discrepancies.
• Provide order confirmations, shipping and tracking updates to customers.
• Create and send defined reports to customers regularly.
• Occasionally participate in meetings with customers.
• Manage customer forecast communication internally and externally.
• Analyze shortages and take appropriate action.
• Create new customer price agreements.

Skills

Customer oriented

Problem solving

Communication skills

Ownership & accountability

Team player

Adaptability

English proficiency

Job description

• To manage the customer service for defined customers within the region, according to agreed service levels and defined business processes.
• 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 licenses.
• 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, escape and take appropriate action on Shortages.
• Create new customer price agreements.

Focus Area

• Quality of customer order
• 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

What We Are Looking For

• 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’s In It For You

• Medical Insurance
• Life Insurance
• Year-end bonus
• Performance Bonus
• 5-Day Work Week
• 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/.

Arrow Electronics, Inc. (NYSE: ARW), an award-winning Fortune 133 and one of Fortune Magazine’s Most Admired Companies. Arrow guides innovation forward for over 220,000 leading technology manufacturers and service providers. With 2024 sales of USD $27.9 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.

Arrow Electronics, Inc. (NYSE: ARW), an award-winning Fortune 133 and one of Fortune Magazine’s Most Admired Companies. Arrow guides innovation forward for over 220,000 leading technology manufacturers and service providers. With 2024 sales of USD $27.9 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.