Customer Support Associate

2 months ago

Pulau Pinang, Malaysia Arrow Electronics, Inc. Full time

**Position**:
Customer Support Associate

**What You'll Be Doing**
- 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.
- 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 MyArrow 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 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.

**What We Are Looking For**
- Diploma/Degree graduates.
- With at least 3-5 years of relevant experience in electronics distribution or manufacturing industry.
- Experienced in order management and customer-oriented role.
- Excellent customer service and interpersonal skills.
- Possess strong analytical and problem-solving skills.
- Ability in prioritizing requests/tasks and multi-tasking.
- Good communication skills in English. Ability to speak Mandarin is an added advantage.

**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.
- Medical Insurance
- Life Insurance
- Year-end bonus
- Performance Bonus
- 5-Day Work Week
- Growth Opportunities
- And more

**About Arrow**

**Location**:
MY-Penang, Malaysia (Jalan Sultan Ahmad Shah)

**Time Type**:
Full time

**Job Category**:
Business Support

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