Customer Support Specialist
hace 2 meses
**Job Overview**
A career opportunity exists for a skilled Customer Support Specialist at Arrow Electronics, Inc. to join our team in Tlaquepaque, Mexico.
**About the Role**
This position is responsible for supporting internal and external customer service, sales support, and customer engagements. The ideal candidate will be an expert in maintaining performance expectations to further enhance Arrow's position within each customer and supplier.
**Key Responsibilities**
- Responsible for the Order to Invoice Process, including but not limited to: Order entry & maintenance, 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.
**Requirements**
- Typically requires a 4-year degree and minimum 2 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.
- Fluent English.
- Intermediate Excel.
**What We Offer**
- 30 days of Christmas bonus.
- 40% vacational premium.
- 12 vacation days.
- Vision Assistance.
- Life Insurance.
- Healthcare Insurance.
- Food/Pantry Vouchers.
- Restaurant Vouchers.
- Growth Opportunities.
- Paid Time Off on your birthday.
- On-site Café with Catering.
- Saving Found.
- And more.
**Annual Hiring Range/Hourly Rate**: $17,000.00 - $20,000.00 MXN Monthly
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