Customer Service Officer

About the role

We are looking for a Customer Service Officer to provide expert internal and external customer service and sales support for our Inside Sales Team and customer engagements in Taipei. The role ensures smooth order‑to‑invoice processes, handles complex discrepancies, and supports the sales team throughout the quote‑to‑order cycle.

Key responsibilities

• Deliver internal and external customer service and sales support, acting as the first point of contact for complex discrepancies.
• Manage the full Order‑to‑Invoice process, including order entry, value‑added order follow‑up, and handling various inbound order formats (Excel, PDF, fax).
• Submit SIMS Setup Requests (SSRQ) for Value Added, NCNR, and COP items, set up MyArrow accounts and maintain PCPRCE 2 pricing data.
• Coordinate Planned Demand and Quality Assurance processes, including e‑Compass and Forecast Response reporting, bond requests, and inventory sweep activities.
• Handle branch service requests such as sure‑ship, sure‑receipt, RMA, CAR, FQR analysis, and post‑delivery issue resolution.
• Support Inside Sales in Quote‑to‑Order activities: load SDT quotes, forward PDFs to Quote Center, monitor PM views, update extensions, order samples, and manage contract signatures.

Required profile

• Strong attention to detail and ability to manage multiple order formats and documentation.
• Experience interfacing directly with customers and internal sales teams to recommend solutions.
• Familiarity with order management, pricing, and contract administration processes.
• Ability to coordinate cross‑functional activities such as demand planning, quality assurance, and inventory management.

Required skills

• Microsoft Excel
• SIMS (Setup Request System)
• MyArrow account management
• PCPRCE 2 (Customer Part and Pricing System)
• e‑Compass reporting tool
• Sales Desktop (SDT) quoting system
• Quote Center platform