Senior Customer Service Lead - Global Orders

Arrow Components (M) Sdn Bhd; Penang; On-site; MYR 48,000 - 64,000; Full time

Benefits offered by this job

Medical Insurance

Life Insurance

Year-end bonus

Performance Bonus

5-Day Work Week

Growth Opportunities

Job summary

Arrow Components (M) Sdn Bhd is seeking a Senior Customer Service Representative to manage customer service for defined customers within the region, ensuring on-time deliveries and accurate order processing. You will coordinate with service centre teams, handle both EDI and manual order entry, and monitor shipment statuses daily.

Focus areas include order quality, returns handling, and resolving discrepancies, while maintaining export compliance and pricing integrity.

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

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

Skills

Customer service

Problem solving

Ownership

Team player

Communication

Adaptability

High pressure environment

Multicultural environment

English proficiency

Job description

Arrow Components (M) Sdn Bhd is seeking a Senior Customer Service Representative to manage customer service for defined customers within the region, ensuring on-time deliveries and accurate order processing. You will coordinate with service centre teams, handle both EDI and manual order entry, and monitor shipment statuses daily.

Focus areas include order quality, returns handling, and resolving discrepancies, while maintaining export compliance and pricing integrity.