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.
- 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