Customer Support Associate Manager

Arrow Enterprise Computing Solutions; United States; Híbrido; USD 80 000 - 88 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health Insurance

Dental Insurance

Vision Insurance

401k with match

Disability Insurance

HSA/HRA options

Paid Time Off

Tuition Reimbursement

Growth Opportunities

Resumo da oferta

Arrow Electronics is a global provider of products, services, and solutions to industrial and commercial users of electronic components and enterprise computing solutions. The role leads a customer support team and aligns operations with KPI targets, driving continuous improvement and customer satisfaction.

The position is hybrid, based in Downers Grove, IL, and focuses on staffing, performance development, revenue forecasting, and strategic reporting to senior leadership.

Qualificações

• 2-year degree and 5+ years related experience, or an advanced degree without experience
• Intermediate Excel skills required
• Proficiency in ERP systems and related tools
• Strong communication, leadership, and teamwork skills

Responsabilidades

• Manage customer support staff, including hiring, performance management, training and employee development
• Provide strategic direction and leadership to a team of Customer Support Associates with KPI responsibility
• Create quarterly revenue forecasting and strategic reports for senior leadership
• Track and report quality issues using ERP reports and customer surveys
• Take ownership of customer issues and drive resolution
• Drive efficiency and standardization of operations through automation and process improvements
• Foster continuous improvements in service delivery to enhance customer satisfaction and supplier performance
• Support export-controlled documentation under ITAR requirements

Conhecimentos

Leadership experience

Excel

ERP systems

Communication skills

Formação académica

2-year degree

Ferramentas

ERP software

Descrição da oferta de emprego

Position

Customer Support Associate Manager

Job 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 2025 sales of $30.9 billion, Arrow develops technology solutions that improve business and daily life. The company maintains 228 locations worldwide with over 85 countries served.

Strong businesses are built on strong teams. At Arrow, our Customer Support professionals help drive operational excellence by connecting people, improving processes, and enabling collaboration across our global organization.

Whether you're supporting business operations, coordinating projects, or helping teams work more efficiently, you'll contribute to continuous improvement, deliver exceptional service, and help build a more agile, connected, and innovative business.

What You'll Be Doing

• Manage customer support staff, including hiring, performance management, training and employee development. Respond to customer escalations and performance issues of the department.
• Responsible for providing strategic direction and leadership to a team of Customer Support Associates. Develops and implements strategic plans to meet or exceed Key Performance Indicators (KPI's) for the service center. Responsible for continuous improvements in operations, and service delivery efficiency that result in high customer satisfaction.
• Create and manage quarterly revenue forecasting and implementation of actions to ensure sales growth. Create and present strategic reports to senior leadership, translating data into actionable insights.
• Track and report quality issues using reports from ERP system, customer surveys, etc. including return, invoice disputes, shipping discrepancies, claim issues, freight issues and vendor issues.
• Take ownership of customer issues and follow problems through to resolution.
• Drive efficiency and standardization of operations through automation and process improvements
• Foster continuous improvements with service delivery efficiency that results in customer satisfaction and exceptional supplier performance reviews
• This role will support export-controlled documentation with adherence to International Traffic and Arms regulation.

Job Complexity

• Coordinates and supervises the daily activities of Customer Support Associates.
• Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors.
• Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager.
• Typically, does not spend more than 20% of time performing the work supervised.
• Create and present strategic reports to senior leadership, translating data into actionable insight.
• Trains team members and provide input to employee performance evaluations.
• Collaborative within organization and across functions.

What We Are Looking For

• Typically requires a 2-year degree and a minimum of 5 years of related experience; or an advanced degree without experience; or equivalent work experience.
• Intermediate Excel skills required.
• Proficiency in ERP systems and related tools.
• Strong communication skills (written, verbal, listening).
• Leadership experience, comfortable managing challenging or difficult situations, and demonstrates effective team collaboration and idea-sharing.

Work Arrangement

Hybrid: 3 days in office/2days work from home (Monday, Tuesday, Friday in office)

What's In It For You

• Medical, Dental, Vision Insurance
• 401k, With Matching Contributions
• Short-Term/Long-Term Disability Insurance
• Health Savings Account (HSA)/Health Reimbursement Account (HRA) Options
• Paid Time Off (including sick, holiday, vacation, etc.)
• Tuition Reimbursement
• Growth Opportunities
• And more!

This role will perform work covered by International Traffic in Arms Regulations. Viable candidates for this position must be eligible for an export license or be a U.S. Person (which includes but is not limited to U.S. citizens or nationals, lawful permanent residents, refugees, and asylees).

Annual Hiring Range/Hourly Rate

$80,100.00 - $88,110.00

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

US-IL-Downers Grove, Illinois (Butterfield Rd)

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