Sr Customer Support Associate

Position
Sr 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 2024 sales of $27.9 billion, Arrow develops technology solutions that improve business and daily life. The company maintains 228 locations worldwide with over 85 countries served.

A Fortune 154 company with 21,500 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.

Join our Customer Support team in Guadalajara

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 new customer set up and onboarding including onboarding package, logistics set up, and help with the go-live of those new accounts, the Order to Invoice Process including but not limited to: Order entry & maintenance, value added order entry & follow up, not first articles; managing inbound customer order formats (excel, pdf, fax, etc); maintenance for contract pricing.
• Support sales team with direct customer contact within Planned Demand and Quality assurance processes.
• Coordinate the e-Compass and Forecast Response reports, providing first point of escalation after initial set of expedites, complete bond requests; own the manual inventory sweep process and coordinate contract refresh clauses.
• Handle branch service requests, RMA (Return Material Authorization), submit Customer Surveys and correct post-delivery issues.
• Assist Inside Sales with overall Quote to Order objectives.

What We Are Looking For

• Typically requires a 4-year degree
• 4 to 5 years of experience in electronic and/or manufacturing industry.
• Proven experience with ERP systems such as Oracle and/or SAP.
• Intermediate knowledge of Microsoft Excel.
• Ability to communicate fluently in English.
• Attention to detail, solutions oriented

Work Arrangement

• Hybrid: 3 days in office/2 days work from home

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 plus 2 floating days + sick days + birthday + holidays
• 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 and Lockers, Free for Use to All Employees
• Growth Opportunities, and more

Apply now
Annual Hiring Range/Hourly Rate
$22, $28,893.06 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)