Customer Service Representative

About the role

Arrow Electronics is hiring a Customer Service Representative in Penang, Malaysia, to manage customer service for defined customers within the region. The role acts as the communication link between the Service Centre and its assigned customers, covering orders, deliveries, returns and export compliance.

Key responsibilities

• Manage customer service for assigned customers according to agreed service levels and business processes, acting as the communication coordinator from the Service Centre.
• Handle both EDI and manual customer order entry, and manage the customer backlog (confirmation, rescheduling, cancellations, reconciliation and discrepancies).
• Communicate daily with the Asset and Supply Chain Planner and customers about the supply situation, and communicate order confirmation, shipping and tracking information.
• Ensure compliance with export rules for controlled products, including preparing export licenses, and resolve shipping and price discrepancies.
• Manage customer returns/RMA and invoice discrepancies, and create and send regular reports to customers.
• Create new customer price agreements, manage customer forecasts internally and externally, and occasionally attend customer meetings.
• Analyze and escalate shortages, and focus on on-time delivery, order quality and process times.

Required profile

• Customer-oriented with a customer service background.
• Strong problem-solving skills, ownership and accountability, and good communication with internal and external audiences.
• Able to cope with change and ambiguity, and to handle a high-pressure commercial environment.
• Comfortable working in a challenging, multicultural environment.
• English mandatory, spoken and written; Mandarin speaking preferred.

What we offer

• Competitive financial compensation and a benefits package.
• Medical insurance, life insurance and year-end bonus.
• 5-day work week and growth opportunities.