Customer Support Associate

hace 4 días

Zapopan, 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 discrepancies, interfacing directly with customers, recommending solutions and/or action plans to internal sales team staff.
- Responsible for the Order to Invoice Process including but not limited to: Order entry & maintenance (outside of Infosys), value added order entry & follow up, not first articles; managing inbound customer order formats (excel, pdf, fax, etc); work submits SSRQ (SIMS Setup Request) which includes Value Added.
- 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 mismatch registrations or sales and Item Status Change reports. Handle branch service requests, FQR (Field Quality Request) analysis, submit Customer Surveys (NAFTA, ISO Cert's, Quality, etc) and correct post delivery issues

Job Complexity
- Has developed knowledge and skills through formal training or considerable work experience
- 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
- Create reports for monitoring performance and identify opportunities

**Annual Hiring Range/Hourly Rate**:
$16,816.67 - $22,000.00 MXN Monthly

**Location**:
MX-JAL-Tlaquepaque, Mexico (HPE Guad office)

**Time Type**:
Full time

**Job Category**:
Business Support

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