**Position**:
Customer Support Associate II / Alliance-AEC
Here at Arrow, we believe in a workplace that works forward, and we view our employees as investors in their own futures. We embrace inclusion and diversity as catalysts for innovation and are fully committed to equal opportunities for all. At Arrow, we describe this growth mindset as Global Work(place) Forward. Do you want to join in our Global Work(place) Forward? Here, we are working together to continually innovate "the next big thing".
Arrow Electronics is looking to hire a Customer Support Associate (CSA) II to join our team in Guadalajara, MX! This position is location at our corporate office located in Periférico Sur. As a CSA II, you will have responsibility for the administration, management, and execution of order to invoice process, along with managing the communication with the customer and the internal teams. You will help to unite all the links in this process chain in our organization and have the opportunity to keep growing and developing your communication and analysis skills.
**What You'll Be Doing**:
- Providing expert internal and external customer service, interfacing directly with customers, recommending solutions and/or action plans to internal teams.
- Collaborating with different teams and departments, including sales, planning, warehouse, transportation, quality, buyers, and many others.
- Taking ownership of key accounts and expanded activities/responsibilities.
- Analyzing data in a "Order to Invoice" perspective to find possible actions/solutions to take proactively.
- Working with ERP and CRM systems to ensure information accuracy.
- Receive, review and action weekly or daily status reports from the customer and send back with updates or changes.
- Taking calls and meetings with internal or external teams.
- Acting as a first point of escalation after initial requests, regarding expedites, returns, order adjustments, upgrades, and cancellations.
- Process quality requests as, RMA (Return Material Authorization), initiate CAR (Corrective Action Request) FQR (Field Quality Request) analysis, and correct post-delivery issues (wrong carrier, wrong packaging, wrong shipping account, etc.).
- Retrieving order invoices, credit memos, packing slip reprints and other documentation required by the customer.
- Receiving constant training and courses to ensure that your knowledge is always updated and compliant.
**What You'll Need**:
- Typically requires a 3-4 year degree and 2-4 years of experience or High school graduate with equivalent related experience.
- 2-3 years of customer service experience.
- Ability to communicate fluently in English.
- Intermediate to advanced knowledge of Microsoft Excel.
- Basic to intermediate knowledge of supply chain processes.
- Leadership and teamwork-oriented skills.
- Attention to detail.
**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
- Vision and dental assistance
- Life Insurance
- Healthcare Insurance
- Food/Pantry Vouchers
- Restaurant Vouchers
- Savings Fund
- Growth Opportunities, and more!
**Annual Hiring Range/Hourly Rate**:
$17,000.00 - $20,000.00 MXN Monthly
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)
**Location**:
MX-JAL-Tlaquepaque, Mexico (HPE Guad office)
**Time Type**:
Full time
**Job Category**:
Business Support
