Customer Support

hace 4 semanas

Tlaquepaque, México Arrow Electronics, Inc. A tiempo completo

**Position**:
Customer Support - ArrowSphere Platform IV (North America Operations)

Arrow Electronics is a Fortune 109 company, globally headquartered in Denver, CO with 22,000 employees worldwide. Arrow brings technology solutions to a breadth of markets, including telecommunications, information systems, transportation, medical, industrial and consumer electronics. Arrow provides specialized services and expertise across the entire product lifecycle. Arrow does this by connecting customers to the right technology at the right place, time, and price. Arrow provides extraordinary value to customers and suppliers - the best technology companies in the world - and connects them through the company's industry-leading services.

This Customer Support position will perform as a live agent for the ArrowSphere platform, as well as L1 support, and case management and escalation management for the North American ArrowSphere expansion. This position is primarily focused on the user experience on the navigation of the platform, troubleshooting issues, supporting partner onboarding, etc.

Also, this role will act as an informal guide, leveraging their experience and knowledge to promote best practices and success within the team and drive proactive continuous improvement through lean methodology.

**What You'll Be Doing**:

- Provide support to the team by directly contacting customers within the Planned Demand and Quality Assurance processes. This includes handling expedites, bond requests, and managing reports related to Dropped Part, New Part, and Item Status Changes.
- Act as a live agent on the ArrowSphere platform during agreed upon shift hours (7:00am - 4:30 pm CST, and 9:30 am - 7_00 pm CST) for US working hours (8am EST-5pm PST), ensuring a positive user experience, troubleshooting technical issues, and supporting partner onboarding.
- Manage Salesforce case management with cross-functional teams and ensure that SLAs are followed. Engage in escalation protocols when necessary.
- Create and maintain a dashboard and metrics in SFDC to track and reconcile questions and issues raised.
- Provide expert internal and external customer service and sales support to the team and customer engagements.
- Assist in maintaining performance expectations to enhance Arrow's position with each customer and supplier.
- Handle more complex discrepancies, directly interface with customers, and recommend solutions and action plans to the internal sales team staff.
- Manage day-to-day sales support and customer service tasks in platform working with responsible cross-functional team to resolve in timely manner
- Research and respond to customer inquiries promptly and accurately to ensure proactive customer satisfaction.
- Maintain efficiencies in corporate and team operational processes and procedures.
- Serve as a liaison between Arrow's internal resources (field sales, engineering, supplier marketing, manufacturing facilities, purchasing, and other corporate departments), suppliers, and customers.
- Collaborate with internal departments to ensure pre-sales and post-sales problems are addressed
- Ensure timely resolution of returns, invoicing, credit, shipping issues, and other customer service matters, within service level expectations working with the responsible internal teams.
- Liaise between the sales team to perform root cause analysis of timeliness of issues
- Manage the case management dashboard metrics to identify key learnings and drive proactive continuous improvement.
- Work closely with team members within a shared work queue to ensure workload balance and consistency in customer experience.
- Provide assistance to less experienced teammates in problem resolution.
- Develop new processes and procedures
- Be one of the first to decide how we will be best managing this platform and the customer experience needs
- Show strong leadership skills and provide direction to others.

**What We're Looking For**:

- Typically requires a 4-year degree and a minimum of 5 years of related experience; or an advanced degree without experience; or equivalent work experience.
- Has experience with Salesforce (specifically case management)
- Has advanced specialized skills or is multi-skilled through job-related training and considerable on-the-job experience.
- Works independently; receives mínimal guidance.
- Acts as an informal resource for colleagues.
- Identifies and resolves key issues and patterns from partial/conflicting data.
- Takes a broad perspective to problems and spots new, less obvious solutions.
- A senior level support role

**What's In It For You**:

- 30 days of Christmas bonus
- 40% vacation premium
- 12 vacation days plus 2 floating days
- Vision and Dental Assistance
- Life Insurance
- Healthcare Insurance
- 10% Food/Pantry Vouchers
- Restaurant Vouchers
- 13% Savings Fund
- Access to Arrow's Employee Discount Program
- Growth Opportunities, and more

**Annual Hiring Range/Hourly Rate**:
$38,675.00 - $42,542.50

  • Customer Support Associate

    hace 4 semanas

    Tlaquepaque, México Arrow Electronics, Inc. A tiempo completo

    **Position**: Customer Support Associate Arrow Electronics is looking to hire a Customer Support Associate to join our team in Guadalajara, MX. **What You'll Be Doing**: - Provide expert internal and external customer service, interfacing directly with customers, recommending solutions and/or action plans to internal sales team staff. - Order entry &...

  • Customer Support Associate

    hace 4 semanas

    Tlaquepaque, México Arrow Electronics, Inc. A tiempo completo

    **Position**:Customer Support AssociateArrow Electronics is looking to hire a Customer Support Associate to join our team in Guadalajara, MX.**What You'll Be Doing**- Provide expert internal and external customer service, interfacing directly with customers, recommending solutions and/or action plans to internal sales team staff.- Order entry & maintenance,...

  • Customer Support Associate

    hace 3 semanas

    Tlaquepaque, México Arrow Electronics, Inc. A tiempo completo

    **Position**:Customer Support AssociatePrincipal Accountabilities- 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...

  • Customer Support Associate

    hace 3 semanas

    Tlaquepaque, México Arrow Electronics, Inc. A tiempo completo

    **Position**:Customer Support AssociateArrow Electronics is looking to hire a Customer Support Associate to join our team in Guadalajara, MX.**What You'll Be Doing**:- Provide expert internal and external customer service, interfacing directly with customers, recommending solutions and/or action plans to internal sales team staff.- Order entry & maintenance,...

  • Customer Support Associate

    hace 3 semanas

    Tlaquepaque, México Arrow Electronics, Inc. A tiempo completo

    **Position**: Customer Support Associate Arrow Electronics is looking to hire a Customer Support Associate to join our team in Guadalajara, MX. **What You'll Be Doing**: - Provide expert internal and external customer service, interfacing directly with customers, recommending solutions and/or action plans to internal sales team staff. - Order entry &...

  • Customer Support Associate

    hace 3 semanas

    Tlaquepaque, México Arrow Electronics, Inc. A tiempo completo

    **Position**: Customer Support Associate Principal Accountabilities - 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...

  • Customer Support Associate

    hace 2 semanas

    Tlaquepaque, México Arrow Electronics, Inc. A tiempo completo

    **Position**:Customer Support AssociateArrow Electronics is looking to hire a Customer Support Associate to join our team in Guadalajara, MX.**What You'll Be Doing**:- Provide expert internal and external customer service, interfacing directly with customers, recommending solutions and/or action plans to internal sales team staff.- Order entry & maintenance,...

  • Customer Support Associate

    hace 2 semanas

    Tlaquepaque, México Arrow Electronics, Inc. A tiempo completo

    **Position**: Customer Support Associate **Are you looking for a fantastic career opportunity? Arrow Electronics, a Fortune 109 company, and a global technology leader, is looking for a Customer Support Associate for our Guadalajara branch who is passionate about being on the forefront of leading-edge tech!** **What You'll Be Doing**: - Provide expert...

  • Customer Support Associate

    hace 2 semanas

    Tlaquepaque, México Arrow Electronics, Inc. A tiempo completo

    **Position**: Customer Support Associate Arrow Electronics, Inc. is one of the world's largest electronics distributors, and one of Fortune Magazine's 'Most Admired Companies'. This position will be part of our Digital Team which supports the business from our websites This position is specifically for entry level employees. **What You'll Be Doing**: -...

  • Customer Support Associate

    hace 3 semanas

    Tlaquepaque, México Arrow Electronics, Inc. A tiempo completo

    **Position**:Customer Support AssociatePrincipal Accountabilities- 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...

  • Customer Support Associate

    hace 2 semanas

    Tlaquepaque, México Arrow Electronics, Inc. A tiempo completo

    **Position**: Customer Support Associate Principal Accountabilities - 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...

  • Customer Support Associate

    hace 3 semanas

    Tlaquepaque, México Arrow Electronics A tiempo completo

    The main job function of this position is to maintain on-time delivery performance expectations within the customer base and support the Sales Marketing Reps team to further enhance Arrow's position within each customer.Responsibilities for a variety of customer service /sales support?/ planning activities including but not limited to:?- ????????? Entering...

  • Customer Support Associate Ii

    hace 4 días

    Tlaquepaque, México Arrow Electronics, Inc. A tiempo completo

    **Position**: Customer Support Associate II Arrow Electronics is looking to hire a Customer Support Associate to join our team in Guadalajara, MX. **What You'll Be Doing**: - Provide expert internal and external customer service, interfacing directly with customers, recommending solutions and/or action plans to internal sales team staff. - Order entry &...

  • Customer Support Associate

    hace 4 semanas

    Tlaquepaque, México Arrow Electronics, Inc. A tiempo completo

    **Position**: Customer Support Associate **Are you looking for a fantastic career opportunity? Arrow Electronics, a Fortune 109 company, and a global technology leader, is looking for a Customer Support Associate for our Guadalajara branch who is passionate about being on the forefront of leading-edge tech!** **What You'll Be Doing**: - Provide expert...

  • Customer Support Associate

    hace 2 semanas

    Tlaquepaque, México Arrow Electronics, Inc. A tiempo completo

    **Position**:Customer Support AssociatePrincipal Accountabilities- 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...

  • Customer Support Associate

    hace 4 semanas

    Tlaquepaque, México Arrow Electronics, Inc. A tiempo completo

    **Position**: Customer Support Associate **Are you looking for a fantastic career opportunity? Arrow Electronics, a Fortune 109 company, and a global technology leader, is looking for a Customer Support Associate for our Guadalajara branch who is passionate about being on the forefront of leading-edge tech!** **What You'll Be Doing**: - Provide expert...

  • Customer Support Associate I

    hace 2 semanas

    Tlaquepaque, México Arrow Electronics, Inc. A tiempo completo

    **Position**: Customer Support Associate I Arrow Electronics is looking to hire a Customer Support Associate to join our team in Guadalajara, MX to work out of our HP Office, located in Periferico Sur. **What You'll Be Doing** - Provide expert internal and external customer service, interfacing directly with customers, recommending solutions and/or action...

  • Customer Support Associate Ii

    hace 2 semanas

    Tlaquepaque, México Arrow Electronics, Inc. A tiempo completo

    **Position**: Customer Support Associate II Join our DCD divison as a Customer Support Associate. This positions is involved with supporting our sales teams in US in a BackOffice capability. **What You'll Be Doing** - Provide expert internal and external customer service and sales support to both the Inside Sales Team and customer engagements. - Backlog...

  • Customer Support Associate

    hace 2 semanas

    Tlaquepaque, México Arrow Electronics, Inc. A tiempo completo

    **Position**: Customer Support Associate **Job Description**: Arrow Electronics is a global provider of products, services, and solutions to industrial and commercial users of electronic components and enterprise computing solutions. Arrow Electronics guides innovation forward for over 220,000 leading technology manufacturers and service providers. With...

  • Customer Support E-commerce

    hace 4 semanas

    Tlaquepaque, México Arrow Electronics, Inc. A tiempo completo

    **Position**: Customer Support e-commerce Arrow Electronics is a global provider of products, services, and solutions to industrial and commercial users of electronic components and enterprise computing solutions. Arrow Electronics guides innovation forward for over 220,000 leading technology manufacturers and service providers. With 2022 sales of $37...