Customer Experience Specialist at Arrow Electronics

Penang, Malaysia

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Electronics, DistributionIndustries

Requirements

Developed specialized skills or multi-skilled through job-related training and considerable on-the-job experience
Ability to complete work under moderate supervision
Experience acting as an informal resource for colleagues with less experience
Ability to identify key issues and patterns from partial/conflicting data
Ability to take a broad perspective to problems and spot new, less obvious solutions

Responsibilities

Respond to customer inquiries via phone, email, and chat in a timely and professional manner
Load orders into the system accurately and efficiently
Handle day-to-day sales activities, sales support, and customer service tasks for specified customers and assigned accounts
Maintain efficiencies in corporate operational processes and procedures
Serve as a liaison among internal resources (field sales, engineering, supplier marketing, manufacturing facilities, purchasing, and other corporate departments), suppliers, and customers
Process quotes and order preparation for specified customers and work with centralized PMs for Quote and Debit information
Notify customers of related price changes
Address and resolve customer complaints and issues effectively, ensuring customer satisfaction
Ensure execution and manage demand creation activity, applicable contracts, value-added programs, returns, invoicing, credit, and shipping issues
Handle local expediting and assist global opportunities through local escalation
Provide proactive notification to customers of changes to delivery status, conduct bond reviews with customers, and manage Hard & Planned Order management
Accurately document customer interactions and transactions, recording details of inquiries, complaints, and actions taken
Gather and report customer feedback to help improve processes
Work closely with other departments to ensure a seamless customer experience
Support the sales team with direct customer contact for the Order to Invoice process within Planned Demand
Act as a liaison between the sales team to perform root cause analysis and provide more complex problem-solving
Attend and lead customer shortage calls, set internal action plans, and communicate to appropriate account team members
Suggest and implement improvements to enhance the efficiency and quality of customer service operations
Coordinate resources and processing of customer quotations and manage e-Compass engagements and bond requests

Skills

Key technologies and capabilities for this role

Customer ServicePhone SupportEmail SupportChat SupportOrder ProcessingSales SupportQuote ProcessingProblem ResolutionDocumentationTeam Collaboration

Questions & Answers

Common questions about this position

Is this a remote position or does it require office work?

This is an on-site position located in Penang, Malaysia at Jalan Sultan Ahmad Shah.

What skills are required for the Customer Experience Specialist role?

The role requires developed specialized skills or multi-skilled expertise through training and on-the-job experience, ability to identify key issues from partial data, take a broad perspective on problems, and spot new solutions. Strong customer service skills for handling inquiries via phone, email, and chat, along with sales support and problem resolution abilities are essential.

What is the salary or compensation for this position?

This information is not specified in the job description.

What is the work environment like for this role?

The role involves full-time work under moderate supervision, acting as an informal resource for colleagues, close collaboration with departments like sales, engineering, and purchasing, and contributing to process improvements for a seamless customer experience.

What makes a strong candidate for this Customer Experience Specialist position?

Candidates with considerable on-the-job experience, specialized or multi-skilled expertise, ability to handle complex problem-solving, root cause analysis, and act as a resource for others under moderate supervision will stand out.

Arrow Electronics

Global provider of technology solutions and services

About Arrow Electronics

Arrow Electronics provides technology solutions that support innovation for technology manufacturers and service providers. The company develops and delivers high-tech solutions that improve business operations and everyday life. Its offerings include computing, power management, and Internet of Things (IoT) applications. Arrow collaborates with clients to create complex technology systems, such as smart battery ecosystems for electric motorbikes and wearable health monitoring devices for firefighters. Unlike many competitors, Arrow not only sells technology products but also offers consulting and engineering services to help clients design and implement customized systems. The goal of Arrow Electronics is to drive innovation and enhance efficiency and quality of life through its comprehensive technology solutions.

Englewood, ColoradoHeadquarters

1935Year Founded

IPOCompany Stage

Hardware, Enterprise Software, AI & Machine LearningIndustries

10,001+Employees

Risks

Increased competition in cloud services could impact Arrow's growth.

Rapid technological changes in IoT may challenge Arrow's innovation pace.

Supply chain vulnerabilities, especially in semiconductors, could disrupt product delivery.

Differentiation

Arrow Electronics offers comprehensive technology solutions across multiple industries.

The company collaborates with clients to engineer complex technology systems.

Arrow's business model includes consulting and engineering services for customized solutions.

Upsides

Growing demand for IoT security solutions presents expansion opportunities for Arrow.

Increased investment in smart city projects boosts demand for Arrow's integrated systems.

Rising interest in sustainable tech aligns with Arrow's electric motorbike technologies.

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