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