Customer Support Associate I

Arrow Enterprise Computing Solutions; Guadalajara; Hybrid; MXN 175,000 - 201,000; Full time

Benefits offered by this job

Christmas bonus

Vacation premium 40%

12 vacation days plus 2 floating days

Vision and Dental Assistance

Life Insurance

Healthcare Insurance

Food/Pantry Vouchers 10%

Restaurant Vouchers

Savings Fund 13%

Job summary

Arrow Electronics in Guadalajara, MX is hiring a Customer Support Associate I to manage end-to-end order processes for light manufacturing orders. You will support the Inside Sales Team and customers from quote to invoice, maintaining order accuracy and timely responses.

The role requires ERP experience, Excel skills, and English fluency, with a hybrid work arrangement: 3 days in office and 2 days at home.

Qualifications

• 1+ year of related experience.
• Industry experience is preferred in a similar field.
• Familiar with ERP systems.
• Familiar with Quoting, RMA and Expedite process.
• Intermediate knowledge of Microsoft Excel.
• Experience supporting sales efforts.
• Communication skills teamwork-oriented.
• Ability to communicate fluently in English.

Responsibilities

• Provide expert internal and external customer service and sales support to the Inside Sales Team and customer engagements.
• Assist Sales with overall Quote to Order activities.
• Responsible for Post-order to Invoice, including order entry and maintenance for Value Added orders.
• Backlog Management and expediting to meet customer open order demands.
• Work with the Asset and different portals to expedite factory purchase orders to meet open orders.
• Manage inbound customer order formats (pdf, e-mail, Office documents).
• Submit supplier requirements including Value Added, NCNR, and COP; assist in maintenance of contract pricing.
• Support sales team with direct customer contact, coordinating reports and first escalation after expedites.
• Work with asset team to process orders and resolve customer issues in a timely manner.
• Support sales team with RMA, CAR and post-delivery issue resolution.

Skills

Customer service

English proficiency

ERP systems

Excel

Teamwork

Tools

ERP systems

Job description

Position: Customer Support Associate I

Job Description

At Arrow Electronics, we're currently looking for a Customer Support Associate I for our Guadalajara Offices. In this position, you'll have the opportunity to contribute individually and as a team member in providing a great experience to our customers through order management for light manufacturing orders handling the end-to-end process.

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 Sales with overall Quote to Order activities.
• Responsible for Post-order to Invoice, including but not limited to: order entry, maintenance Value Added orders & follow up to complete end to end process.
• Backlog Management.
• Work with the Asset and different portals to expedite factory purchase orders to meet customer open order demands.
• Manage inbound customer order formats (pdf, e-mail, Microsoft Office documents).
• Submit supplier requirements which include Value Added, NCNR (Non-Cancellable, Non-Returnable), and COP (Customer Owned Parts); assist in maintenance for contract pricing.
• Support sales team with direct customer contact, which includes coordinating reports, and providing the first point of escalation after the initial set of expedites.
• Work closely with the asset team to process orders for customers and resolve issues for the customer in a timely manner.
• Support sales team with RMA (Return Material Authorization), initiate CAR (Corrective Action Request) FQR (Field Quality Request), and correct post-delivery issues (wrong carrier, wrong packaging, wrong shipping account, etc.).

What You'll Need

• 1+ year of related experience.
• Industry experience is preferred in a similar field.
• Must be familiar with ERP systems.
• Must be familiar with Quoting, RMA and Expedite process.
• Intermediate knowledge of Microsoft Excel is a must.
• Experience supporting sales efforts.
• Communication skills teamwork-oriented.
• Ability to communicate fluently in English.

Work Arrangement

Hybrid: 3 days in office / 2 days work from home

What's In It For You

• 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!

Annual Hiring Range/Hourly Rate

$15,650.00 - $18,000.00 MXN Monthly

Location

MX-JAL-Tlaquepaque, Mexico (Guadalajara office)

Time Type

Full time

Job Category

Business Support

EEO Statement

Arrow is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran or disability status. (Arrow EEO/AAP policy)