Customer Service Representative for E-commerce Operations

hace 5 días


Tlaquepaque, Jalisco, México Arrow Electronics A tiempo completo

Job Description:


We are seeking a highly motivated and customer-focused Customer Service Representative to join our e-commerce team at Arrow Electronics.


The successful candidate will be responsible for providing exceptional customer service via phone, email, and chat, ensuring that customers have a positive experience with our company.


Key responsibilities include:



  • Serving as the first point of contact for inbound customer inquiries
  • Prioritizing a positive customer experience by providing expert-level customer service
  • Greeting customers in a courteous and professional manner, listening carefully to their needs, and clarifying and confirming customer requirements
  • Maintaining basic knowledge of customer products and services
  • Using internal Arrow resources and tools to effectively handle customer inquiries and find solutions
  • Documented customer information in Salesforce, creating, updating, or adjusting customer contact, account, and/or case records
  • Consistently and accurately maintaining Salesforce with customer contact/request reason and resolution for accuracy and metric tracking
  • Owning all cases generated by incoming requests from customers until completion
  • Providing prompt follow-up on cases to end-user customers

About Us:


Arrow Electronics is a global provider of products, services, and solutions to industrial and commercial users of electronic components and enterprise computing solutions. We guide innovation forward for over 220,000 leading technology manufacturers and service providers. With 2022 sales of $37 billion, we develop technology solutions that improve business and daily life.


We maintain 228 locations worldwide with over 90 locations served. A Fortune 109 company with 22,000 employees worldwide, we bring technology solutions to a breadth of markets, including telecommunications, information systems, transportation, medical, industrial, and consumer electronics.


About the Role:


This position will be part of our Digital Team, which supports the business from our websites- Arrow.com, Verical.com, and MyArrow. A strategic mindset and interaction with team members across the globe are essential, with a special focus on delivering the best service experience to our customers.


This position is specifically for entry-level employees.


What You'll Be Doing:



  • Serve as the first point of contact for inbound customer inquiries via phone, email, and chat
  • Prioritize a positive customer experience by providing expert-level customer service, interfacing directly with customers for resolution
  • Greet customers in a courteous and professional manner, listen carefully to customers' needs and concerns, clarify and confirm customer requirements in a clear and concise manner to ensure issue resolution and customer satisfaction
  • Maintain basic knowledge of customer products and/or services
  • Use internal Arrow resources and tools to effectively handle customer inquiries, troubleshoot, and find the best solution
  • Use Salesforce to document customer information to create, update or adjust customer contact, account and/or case records
  • Consistently and accurately maintain Salesforce with customer contact/request reason and resolution for accuracy and metric tracking
  • Owning all cases generated by incoming requests from customers via phone, email or chat, until completion in an End-to-end process
  • Provides prompt follow up of cases to end user customers

Requirements:


To be considered for this role, you should have:



  • Bachelor's degree or High School diploma
  • 1 year of experience in customer service / e-commerce support
  • Microsoft Office skills – basic or intermediate
  • Fluent in English
  • Attentive to detail
  • Strong written and verbal communication skills

Benefits:


We offer competitive financial compensation, including various compensation plans, and a solid benefits package. This includes:



  • 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
  • On-site Gym
  • Growth Opportunities, and more

Location:


MX-JAL-Tlaquepaque, Mexico (HPE Guad office)


Time Type:


Full time


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.



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