Position:

Customer Service Representative

Job Description:

Department:

Arrow Global Service Chain Service Inc. / Asia Service Center

Reporting Relationship:

Customer Service Manager

Competency Model:

Sales

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.

Location:

MY-Penang, Malaysia (Jalan Sultan Ahmad Shah)

Time Type:

Full time

Job Category:

Business Support