Position:

Customer Service Representative II

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.

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 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. 
• Work on reduce backlog mismatch registrations and errors in the system by contacting field application engineers, sales people or customers.

What We Are Looking For:

• 2-3 years of related experience (experience in similar companies/industries is a nice-to-have).
• Intermediate knowledge of Microsoft Excel.
• Excellent verbal and written communication skills; must be fluent in English.
• Bachelor's degree.

Even Better if You Have:

• Experience with ERP/CRM systems (Salesforce, Oracle, SAP, etc).

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 and holidays
• Vision and Dental Assistance
• Life Insurance
• Healthcare Insurance
• 10% Food/Pantry Vouchers
• Restaurant Vouchers
• 13% Savings Fund
• Growth Opportunities, and more!

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Location:

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

Time Type:

Full time

Job Category:

Business Support