Customer Service Officer
- Pekan Nenas, Malaysia
Customer Service Officer
Provide expert internal and external customer service and sales support to both the Inside Sales Team and customer engagements. Assist in maintaining performance expectations to further enhance Arrow's position within each customer and supplier. Responsible for handling more complex discrepancies, interfacing directly with customers, recommending solutions and/or action plans to internal sales team staff.
What You'll Be Doing
- Responsible for the Order to Invoice Process including but not limited to: Order entry & maintenance (outside of Infosys), value added order entry & follow up, not first articles; managing inbound customer order formats (excel, pdf, fax, etc); work submits SSRQ (SIMS Setup Request) which includes Value Added, NCNR (Non-Cancellable, Non-Returnable), and COP (Customer Owned Parts); NCNR set up and filing, and set up of My Arrow accounts and PCPRCE 2 (Customer Part and Pricing System) maintenance for contract pricing.
- Support sales team with direct customer contact within Planned Demand and Quality assurance processes. Includes coordinating the e-Compass and Forecast Response reports with Infosys, providing first point of escalation after initial set of expedites, complete bond requests from Inside Sales, manage e Dropped Part, New Part, and Item Status Change reports; own the manual inventory sweep process from IPS (In-Plant Store) or consignment and coordinate contract refresh clauses. Handle branch service requests (sure ship and sure receipt), RMA (Return Material Authorization), initiate CAR (Corrective Action Request) FQR (Field Quality Request) analysis, submit Customer Surveys (NAFTA, ISO Cert's, Quality, etc) and correct post delivery issues (wrong carrier, wrong packaging, wrong shipping account, etc) while working origin of any SMI (Slow Moving Inventory) and Sludge
- Assist Inside Sales with overall Quote to Order objectives including loading SDT (Sales Desktop) quotes under 50 line items, forwarding quotes in PDF format to Quote Center, monitoring PM views, updating quote extensions, ordering samples and coordinating contract signature completion with legal.
What We Are Looking For
- Typically requires a 2 year degree and 0-1 years of experience or High school graduate with equivalent related experience.
- Fresh graduates are also welcomed to apply
- Responsible for providing sales administration services to Customers such as performing order entry function and follow up order confirmation, execute & follow up on customers' order change requests, monitor and manage customers' backlogs to ensure on-time delivery. Collaborating effectively with our internal & external customers is also part of the job.
- Apart from the above, provide administrative support in supply chain engagements and other value added programs; and attend to customers' enquiries & complaints
- Mandarin speaking is must for this role
- Has developed knowledge and skills through formal training or considerable work experience
- Entry level often for those with work experience in the skill area
- Works within established procedures with a moderate degree of supervision
What's In It For You
At Arrow, we recognize that financial rewards and great benefits are important aspects of an ideal job. That's why we offer competitive financial compensation, including various compensation plans, and a solid benefits package.
- Special/Extra Leave
- 5-Day Work Week
- And more!
Arrow Electronics , Inc. (NYSE: ARW), an award-winning Fortune 110 and one of Fortune Magazine's Most Admired Companies. Arrow guides innovation forward for over 175,000 leading technology manufacturers and service providers. With 2019 sales of USD $29 billion, Arrow develops technology solutions that improve business and daily life. Our broad portfolio that spans the entire technology landscape helps customers create, make and manage forward-thinking products that make the benefits of technology accessible to as many people as possible. Learn more at www.arrow.com .
Our strategic direction of guiding innovation forward is expressed as Five Years Out, a way of thinking about the tangible future to bridge the gap between what's possible and the practical technologies to make it happen. Learn more at https://www.fiveyearsout.com/ .
For more job opportunities, please visit https://careers.arrow.com/us/en .
MY-Johor, Malaysia PDC
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