Customer Service Representative

# Position:
Customer Service Representative

Job Description:

Job Objective:

To manage the customer service for defined customers within the region, according to agreed service levels and defined business processes.

Key Responsibilities:

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 licences.

- 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 Areas:

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

Key Requirements:

- 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 we offer:

- Professional and personal development in attractive industry.

- A very interesting role with many challenges and opportunities to learn.

- Daily cooperation with customers and suppliers from EMEA/Americas/Asia regions.

- Friendly work atmosphere and fair work-life balance

# Location:
MY-Penang, Malaysia (The Light Exchange)

# Time Type:
Full time
#

# Job Category:
Business Support