Position:
Customer Support Associate II
Job Description:
Arrow Electronics is looking to hire a Customer Support Associate II to join our team in Guadalajara! This position requires fluency in English, please provide your CV/resume in English.
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 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
- Assist Inside Sales with overall Quote to Order objectives including loading SDT (Sales Desktop) quotes under 50-line items, forwarding quotes in PDF format to Quote Center, monitoring PM views, updating quote extensions, ordering samples and coordinating contract signature completion with legal.
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What We Are Looking For:
- Typically requires a 2-year degree and 2-3 years of experience or High school graduate with equivalent related experience.
- Has developed knowledge and skills through formal training or considerable work experience.
- Entry level often for those with work experience in the skill area.
- Works within established procedures with a moderate degree of supervision.
- Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures and makes sound decisions.
- Intermediate knowledge of Microsoft Excel.
- Ability to communicate fluently in English.
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:
- 30 days of Christmas bonus
- 40% vacation premium
- 10 vacation days
- Savings Fund
- Life Insurance
- Healthcare Insurance
- Prescription Eyeglasses benefit
- Food & Restaurant Vouchers
- Growth Opportunities
- And more!
Work Arrangement:
- Hybrid: 3 days in office / 2 days from home
Apply today!
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#LI-Hybrid
Annual Hiring Range/Hourly Rate:
$17,658.33 - $22,081.38 MXN Monthly
Actual compensation offer to candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level. The pay ratio between base pay and target incentive (if applicable) will be finalized at offer.
Location:
MX-JAL-Tlaquepaque, Mexico (HPE Guad office)
Time Type:
Full time
Job Category:
Business Support
EEO Statement:
Please be sure to include all work history on your resume including: temporary employment, work as a contractor, other subsidiaries, changes in entities legal name, etc.
Arrow is an equal opportunity employer. All applicants will be considered for employment without attention to religion, gender, age, sexual orientation, gender identity or national origin. (EEO policy Mexico)