Your Job
The Customer Service Representative (CSR) is the primary point of contact for all order-fulfillment activities for assigned customer accounts. You will respond promptly and efficiently to customer inquiries and coordinate all post-order activities, including shipping arrangements and complaint handling, to ensure timely delivery and high customer satisfaction.
Our Team
You will be part of the GSM/CSR division, reporting to the CSR Team Leader, working closely with internal partners—Sales Engineers, Quality, Finance, Supply Chain, IT, Product Managers and other Molex entities—to deliver seamless service. Externally, you will interact with customers, freight forwarders and warehouse providers to coordinate logistics and resolve issues.
What You Will Do
- Manage the order process: receive, verify and process customer orders in SAP; follow up with customers or internal departments to resolve missing or incorrect data.
- Action requests for order changes with the relevant plants, applying customer terms & conditions when defined or Molex policy guidelines, including expedites, pull-in/push-out requests, and increases/decreases/cancellations.
- Monitor customer order backlog and proactively initiate expedites to meet customer requested delivery (CRD); keep customers informed of any changes to delivery schedules.
- Analyze forecast demand versus actual orders for all scheduling agreements and provide feedback to customers when agreed parameters are exceeded. Coordinate transitions for VMI customers from order-driven to consignment where applicable, following consignment guidelines and Global VMI Key Criteria for approval. Adjust appendices in coordination with the Contract Specialist/VMI Analyst. Follow up to ensure correct consumption billing and perform hub inventory reconciliation as required.
- Coordinate shipping arrangements with customers and the Supply Chain hub warehouse or with Manufacturing Plant for drop shipments.
- Handle complaints (Quality Notifications and Dispute Management): process customer complaints in SAP according to company guidelines.
- Initiate SAP master data maintenance requests, including customer master changes, customer-material info records and material master updates.
- Review customer scorecards and coordinate any required corrective actions with Sales, then communicate updates to customers.
- Proactively and promptly respond to all external and internal customer requests via email, Teams/Team Chat, MySalesforce, MyMolex, customer websites, and phone.
- Arrange and coordinate customer visits with appropriate stakeholders.
- Perform other related duties as assigned by management.
Who You Are (Basic Qualifications)
- Diploma or higher (or equivalent) with 2–3 years of customer service experience; experience in the electronics industry is desirable.
- Proficient in English (mandatory); knowledge of Mandarin may be required in some locations.
- Strong PC skills, including Microsoft Excel, Word and Outlook.
- Demonstrated problem-solving and decision-making abilities to offer effective solutions within company guidelines.
- Effective communication and negotiation skills to liaise with internal and external contacts and to balance customer satisfaction with business objectives.
What Will Put You Ahead (Preferred)
- Experience using SAP or equivalent ERP systems.
- Proven ability to work proactively and independently in a high-pressure environment with a strong sense of urgency.
- Organized approach, flexibility, and a genuine interest in customer needs.
- Commercial awareness and sensitivity to the needs of others; ability to maintain confidentiality.
At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.
Who We Are
As a Koch company, Molex is a leading supplier of connectors and interconnect components, driving innovation in electronics and supporting industries from automotive to health care and consumer to data communications. The thousands of innovators who work for Molex have made us a global electronics leader. Our experienced people, groundbreaking products and leading-edge technologies help us deliver a wider array of solutions to more markets than ever before.
At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.
Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.
