Senior Customer Service Representative

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

Position:
Senior Customer Service RepresentativeJob 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, escalate 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/.

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

Location:
MY-Penang, Malaysia (The Light Exchange)Time Type:
Full time
Job Category:
Business Support

Unlock job insights

Hirer responsiveness Salary match Number of applicants

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.

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What can I earn as a Customer Service Representative