Customer Support Associate Ii

**Position**:
Customer Support Associate II

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 billion, Arrow develops technology solutions that improve business and daily life. The company maintains 228 locations worldwide with over 90 locations served.

A Fortune 109 company 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.

Our next Customer Service Representative should be an expert supporting internal and external customer service, sales support and customer engagements, will assist in maintaining performance expectations to further enhance Arrow's position within each customer and supplier, Responsible for the Order to Invoice Process will be responsible for handling more complex discrepancies, interfacing directly with customers, recommending solutions and/or action plans to internal sales team staff.

**What You'll Be Doing**:

- 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.

**What We're Looking For**
- 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's In It For You**
- 30 days of Christamas 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

**Work Arrangement**:

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

Are you being referred to one of our roles? If so, ask your connection at Arrow about our Employee Referral Process

LI-JB1

**Annual Hiring Range/Hourly Rate**:
**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)