Customer Service Representative

What You’ll Be Doing 1. To manage the customer service for defined customers within the region, according to agreed service levels and defined business processes. 2. 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. 3. 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 4. 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 What We Are Looking For 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’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!