.ArrowSphere Cloud Customer Support AdvocateApplyLocations: Tlaquepaque, MexicoTime Type: Full timePosted on: Posted 3 Days AgoJob Requisition ID: R222865Position:ArrowSphere Cloud Customer Support AdvocateJob 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 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.Our next Customer Service Representative should be an expert supporting internal and external customer service, sales support, and customer engagements. They will assist in maintaining performance expectations to further enhance Arrow's position within each customer and supplier. Responsible for the Order to Invoice Process, they will handle more complex discrepancies, interface directly with customers, and recommend solutions and/or action plans to the 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 (SIMSSetup Request) which includes Value Added, NCNR (Non-Cancellable, Non-Returnable), and COP (Customer Owned Parts); NCNR setup and filing, and setup 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. This includes coordinating the e-Compass and Forecast Response reports with Infosys, providing first point of escalation after the initial set of expedites, completing bond requests from Inside Sales, managing Dropped Part, New Part, and Item Status Change reports; owning the manual inventory sweep process from IPS (In-Plant Store) or consignment and coordinating 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 on the origin of any SMI (Slow Moving Inventory) and Sludge
