Customer Service Representative

Position:
Customer Service Representative

Job Description:
Position Title:
Customer Service Representative

Business Unit:
Arrow Global Service Chain Service Inc.

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.

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