Customer Support Associate Ii

hace 3 días

Tlaquepaque, México Arrow Electronics, Inc. A tiempo completo

**Position**:
Customer Support Associate II

Arrow Electronics, Inc. - a Fortune 104 company with global headquarters in Denver - helps the world's best technology companies think "Five Years Out," working together to continually innovate the "next big thing". We are a global provider of technology products, services and solutions, with 2021 sales of over $34 billion. We are seeking a highly motivated individual for a Customer Support Associate role to join our Arrow team in our Guadalajara office.

**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 handling more complex discrepancies, interfacing directly with customers, recommending solutions and/or action plans to internal sales team staff.
- 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.

**What We're Looking For**:

- Industry experience is preferred in a similar field.
- Intermediate to advanced knowledge of Microsoft Excel is a must.
- Ability to communicate fluently in English.

Experience / Education

Typically requires a 3 year degree and 2-4 years of experience or High school graduate with equivalent related experience. May require specific certifications.

**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
- 12 vacation days
- Vision and dental assistance
- Life Insurance
- Healthcare Insurance
- Food/Pantry Vouchers
- Restaurant Vouchers
- Savings Fund
- Growth Opportunities, and more

**Annual Hiring Range/Hourly Rate**:
$17,000.00 - $20,000.00 MXN Monthly

**Location**:
MX-JAL-Tlaquepaque, Mexico (HPE Guad office)

**Time Type**:
Full time

**Job Category**:
Business Support

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