Position:Customer Support - ArrowSphere Platform IV (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 expansion. This position is primarily focused on the user experience on the navigation of the platform, troubleshooting issues, supporting partner onboarding, etc.
Also, this role will act as an informal guide, leveraging their experience and knowledge to promote best practices and success within the team and drive proactive continuous improvement through lean methodology.
What You'll Be Doing:- Provide support to the team by directly contacting customers within the Planned Demand and Quality Assurance processes. This includes handling expedites, bond requests, and managing reports related to Dropped Part, New Part, and Item Status Changes.
- Act as a live agent on the ArrowSphere platform during agreed upon shift hours (7:00am - 4:30 pm CST, and 9:30 am - 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 and ensure that SLAs are followed. Engage in escalation protocols when necessary.
- Create and maintain a dashboard and metrics in SFDC to track and reconcile questions and issues raised.
- Provide expert internal and external customer service and sales support to the team and customer engagements.
- Assist in maintaining performance expectations to enhance Arrow's position with each customer and supplier.
- Handle more complex discrepancies, directly interface with customers, and recommend solutions and action plans to the internal sales team staff.
- Manage day-to-day sales support and customer service tasks in platform working with responsible cross-functional team to resolve in timely manner
- Research and respond to customer inquiries promptly and accurately to ensure proactive customer satisfaction.
- Maintain efficiencies in corporate and team operational processes and procedures.
- 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.
- Liaise between the sales team to perform root cause analysis of timeliness of issues
- Manage the case management dashboard metrics to identify key learnings and drive proactive continuous improvement.
- Work closely with team members within a shared work queue to ensure workload balance and consistency in customer experience.
- Provide assistance to less experienced teammates in problem resolution.
- Develop new processes and procedures
- Be one of the first to decide how we will be best managing this platform and the customer experience needs
- Show strong leadership skills and provide direction to others.
What We're Looking For:- Typically requires a 4-year degree and a minimum of 5 years of related experience; or an advanced degree without experience; or equivalent work experience.
- Has experience with Salesforce (specifically case management)
- Has advanced specialized skills or is multi-skilled through job-related training and considerable on-the-job experience.
- Works independently; receives minimal guidance.
- Acts as an informal resource for colleagues.
- Identifies and resolves key issues and patterns from partial/conflicting data.
- Takes a broad perspective to problems and spots new, less obvious solutions.
- A senior level support role
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:$36,833.33 - $40,516.67 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)