Senior Customer Service Representative

Arrow Components (M) Sdn Bhd; Penang; On-site; MYR 67,000 - 100,000; 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, Malaysia is seeking a Senior Customer Service Representative to manage regional customer service activities in line with defined service levels and processes.

You will coordinate service centre communications, handle order entry, manage backlog and deliveries, and liaise with internal teams to maintain supply and delivery accuracy. English proficiency is required.

Qualifications

• Customer oriented with customer service background.
• Process driven with strong problem solving.
• High level of ownership and accountability for tasks.
• Great team player with collaborative mindset.
• Excellent communication skills for internal and external stakeholders.
• Able to cope with ambiguity and rapid changes.
• Ability to respond rapidly to a high pressure commercial environment.
• Fluent English (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 customers on a daily basis regarding supply.
• Ensure compliance with export rules for controlled products, including export licenses.
• Be accountable for delivery to customers and resolution of shipping and price discrepancies.
• Manage customer returns / RMA and invoice discrepancies.
• Communicate order confirmation, shipping and tracking information to customers.
• Create and send defined reports to customers on a regular basis.
• Occasionally participate in meetings with customers as required.
• Manage customer forecast communication both internally and externally.
• Analyze shortages and take appropriate action.
• Create new customer price agreements.

Skills

Customer service experience

Problem solving

Ownership and accountability

Communication skills

Adaptability under pressure

Job description

Position

Senior Customer Service Representative

Job Description

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, escrow 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. 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/.

Location

MY-Penang, Malaysia (The Light Exchange)

Time Type

Full time

Job Category

Business Support