CustomerSupportAssociate

# **Position:** Customer Support Associate I # **Job Description:** At Arrow, we're currently looking for a Customer Support Associate 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 experience or High school graduate with equivalent 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. * Exp