Customer Service Representative
- Company: Arrow Electronics
- Location: Level 10, The Light Exchange,, Persiaran Chin Fung Kee,, 11700 Gelugor, Pulau Pinang (Penang), Malaysia
- Work mode: On-site
- Job type: Full-Time
- Posted: 2026-10-13
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