Position:
Customer Support - ArrowSphere Platform III (North America Operations)
Job Description:

Arrow Electronics is a Fortune 109 company, globally headquartered in Denver, CO 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.

This Customer Support position will perform as a live agent for the ArrowSphere platform, as well as L1 support, and case management and escalation management for the North American ArrowSphere platform.

This position is primarily focused on the user experience on the navigation of the platform, troubleshooting issues, supporting partner onboarding, etc.

What You'll Be Doing:

• Act as a live agent on the ArrowSphere platform during agreed upon shift hours (7am to 4:30pm CST, and 9:30 am to -7:00 pm CST) for US working hours (8am EST-5pm PST), ensuring a positive user experience, troubleshooting technical issues, and supporting partner onboarding.
• Manage salesforce case management with cross-functional teams, ensuring adherence to service level agreements (SLAs), and escalate issues when necessary.
• Support in platform inquiries by routing cases to the responsible cross-functional team for quote and order process for specified customers, including generating quotes, processing orders, and monitoring delivery.
• Research and respond to customer inquiries promptly and accurately, ensuring proactive customer satisfaction advocacy.
• Serve as a liaison between Arrow's internal resources (field sales, engineering, supplier marketing, manufacturing facilities, purchasing, and other corporate departments), suppliers, and customers.
• Collaborate with internal departments to ensure pre-sales and post-sales problems are addressed.
• Ensure timely resolution of returns, invoicing, credit, shipping issues, and other customer service matters, within service level expectations working with the responsible internal teams.
• Work with responsible cross-functional teams to analyze root causes of order issues or pricing variances and work closely with the sales team to implement solutions and provide customer communication.
• Manage case management dashboard metrics to identify areas of improvement and drive continuous improvement initiatives.
• Collaborate with team members within a shared work queue to ensure workload balance and consistency in customer experience.

What We're Looking For:

• Typically requires a 4-year degree and 1-2 years of experience or a 2-year degree and equivalent related experience.
• Has developed specialized skills or is multi-skilled through job-related training and considerable on-the-job experience.
• Has experience with salesforce (specifically case management)
• Completes work under moderate supervision.
• Identifies key issues and patterns from partial/conflicting data.
• Takes a broad perspective to problems and spots new, less obvious solutions.

What's In It For You:

• 30 days of Christmas bonus
• 40% vacation premium
• 12 vacation days plus 2 floating days
• Vision and Dental Assistance
• Life Insurance
• Healthcare Insurance
• 10% Food/Pantry Vouchers
• Restaurant Vouchers
• 13% Savings Fund
• Access to Arrow's Employee Discount Program
• Growth Opportunities, and more!

Annual Hiring Range/Hourly Rate:

$24,216.67 - $28,000.00 MXN Monthly

Actual compensation offer to candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level. The pay ratio between base pay and target incentive (if applicable) will be finalized at offer.

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)