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.
• Handle both EDI and manual customer order entry.
• Manage customer backlogs: confirmations, rescheduling, cancellations, reconciliations and discrepancies with outgoing deliveries, including customer communication.
• 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 to customers and resolving shipping and price discrepancies.
• Manage customer returns/RMA and invoice discrepancies, and communicate order confirmation, shipping and tracking information.
• Create and send regular reports to customers, occasionally attend customer meetings, and manage customer forecast communication internally and externally.
• 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 for assigned tasks.
• Good communication skills for internal and external audiences, able to cope with change and ambiguity.
• Able to respond quickly and professionally in a high-pressure commercial environment.
• Willing to work in a challenging, multicultural environment.
• English, spoken and written, is mandatory.

What we offer

• Competitive financial compensation with various compensation plans.
• Medical insurance and life insurance.
• Year-end bonus and performance bonus.
• Five-day work week.
• Growth opportunities.