Senior Customer Service Representative

About the role

Arrow Electronics is hiring a Senior Customer Service Representative in Penang, Malaysia, to manage customer service for defined customers within the region. The role covers order management, delivery coordination, returns and compliance with export rules, working closely with customers and internal teams such as Supply Chain, Finance and Warehouse.

Key responsibilities

• Manage customer service for assigned customers according to agreed service levels and business processes, in line with the company's vision and values.
• Act as communication coordinator between the Service Centre and assigned customers.
• Manage EDI and manual customer order entry, confirmations, rescheduling, cancellations, reconciliations and discrepancies with outgoing deliveries.
• Communicate daily with the Asset and Supply Chain Planner and customers about the supply situation.
• Ensure compliance with export rules for controlled products, including preparing export licenses.
• Be accountable for delivery, shipping and price discrepancies, and manage customer returns/RMA and invoice discrepancies.
• Send regular reports to customers and occasionally attend customer meetings.
• Manage customer forecast communication, analyse and escalate shortages, and create new customer price agreements.

Required profile

• Customer-oriented with a customer service background.
• Strong problem-solving skills, ownership and accountability, and good teamwork.
• Good communication skills, able to cope with change and ambiguity in a high-pressure, multicultural environment.
• English, spoken and written, is mandatory.

Focus areas

• Quality of customer orders and on-time delivery
• Quality of customer returns
• Process times for orders and shipping discrepancies

What we offer

• Competitive financial compensation and various compensation plans
• Medical insurance and life insurance
• Year-end and performance bonuses
• 5-day work week
• Growth opportunities