Senior Customer Service Representative

Arrow Enterprise Computing Solutions; George Town; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Medical Insurance

Life Insurance

Year-end bonus

Performance Bonus

5-Day Work Week

Growth Opportunities

And more!

Job summary

Arrow Enterprise Computing Solutions in Malaysia is seeking a Senior Customer Service Representative to manage regional customer service delivery, coordinate communications from the Service Centre, and handle both EDI and manual order entry. You will oversee backlogs, exceptions, and reporting to customers while maintaining high service levels.

The role emphasizes process discipline, ownership, and collaboration across Arrow teams to ensure accurate delivery, compliance with export controls, and

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.
• 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.
• 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.

Skills

Customer focus

Problem solving

Ownership

Team player

Communication skills

Adaptability

High pressure environment

Multicultural environment

English language

Job description

Position: Senior Customer Service Representative

What You'll Be Doing

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

Focus Area

• 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

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

At Arrow, we recognize that financial rewards and great benefits are important aspects of an ideal job. That's why we offer competitive financial compensation, including various compensation plans, and a solid benefits package.

• Medical Insurance
• Life Insurance
• Year-end bonus
• Performance Bonus
• 5-Day Work Week
• Growth Opportunities
• 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. With 2025 sales of USD $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 at www.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 at https://www.fiveyearsout.com/ .

For more job opportunities, please visit https://careers.arrow.com/us/en

Location

MY-Penang, Malaysia (The Light Exchange)

Time Type

Full time

Job Category

Business Support