CUSTOMER SUPPORT ASSOCIATE

Position.
Customer Support Associate Job Description.
Are you looking for a fantastic career opportunity? Arrow Electronics, a Fortune 109 company, and a global technology leader, is looking for a Customer Support Associate for our São Paulo branch who is passionate about being on the forefront of leading-edge tech! As a Customer Support Associate, you will work to establish and retain strong and influential customers, suppliers, and internal relationships.
By providing professional, timely and accurate responses to customer inquiries and requests, you will maintain industry's leading customer satisfaction.
This is a great opportunity to set the foundation for an impactful and successful career at Arrow! 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 in maintaining performance expectations to further enhance Arrow's position within each customer and supplier.
Responsible for handling more complex discrepancies, interfacing directly with customers, recommending solutions and/or action plans to internal sales team staff.
Responsible for the Order to Invoice Process including but not limited to.
Order entry & maintenance (outside of Infosys), value added order entry & follow up, not first articles; managing inbound customer order formats (excel, pdf, fax, etc.); work submits SSRQ (SIMS Setup Request) which includes Value Added, NCNR (Non-Cancellable, Non-Returnable), and COP (Customer Owned Parts); NCNR set up and filing, and set up of MyArrow accounts and PCPRCE 2 (Customer Part and Pricing System) maintenance for contract pricing.
Support sales team with direct customer contact within Planned Demand and Quality assurance processes.
Includes coordinating the e-Compass and Forecast Response reports with Infosys, providing first point of escalation after initial set of expedites, complete bond requests from Inside Sales, manage Dropped Part, New Part, and Item Status Change reports; own the manual inventory sweep process from IPS (In-Plant Store) or consignment and coordinate contract refresh clauses.
Handle branch service requests (sure ship and sure receipt), RMA (Return Material Authorization), initiate CAR (Corrective Action Request) FQR (Field Quality Request) analysis, submit Customer Surveys (NAFTA, ISO Cert’s, Quality, etc.) and correct post-delivery issues (wrong carrier, wrong packaging, wrong shipping account, etc.) while working origin of any SMI (Slow Moving Inventory) and Sludge.
Assist Inside Sales with overall Quote to Order objectives including loading SDT (Sales Desktop) quotes under 50-line items, forwarding quotes in PDF format to Quote Center, monitoring PM views, updating quote extensions, ordering samples and coordinating contract signature completion with legal.
What We Are Looking For.
Typically requires a 2 year degree and 3–5 years of experience or High school graduate with equivalent related experience.
May require specific certifications.
Has developed specialized skills or is multi-skilled through job-related training and considerable on-the-job experience.
Completes work under moderate supervision.
Likely to act as an informal resource for colleagues with less experience.
Identifies key issues and patterns from partial/conflicting data Takes a broad perspective to problems and spots new, less obvious solutions Intermediate knowledge of Microsoft Excel.
Has developed knowledge and skills through formal training or considerable work experience.
Entry level often for those with work experience in the skill area.
Works within established procedures with a moderate degree of supervision.
Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures and makes sound decision.
What’s In It For You.
At Arrow, we recognize that financial rewards and great benefits are important aspects of an ideal job.
That’s why we offer competitive financial compensation, including various compensation plans and a solid benefits package.
Health insurance – ophthalmology is included in the medical plan.
Dental insurance.
Sesc Credential – Access lazer activities.
Life insurance.
Farmácia agreement – agreement with the entire Golden Farma network for the purchase of medicines and perfumery.
Vale-Refeição for Sodexo Pluxee, worth R$ per working day of work.
Employee Assistance Program (EAP) Location.
BR-SP-Sao Paulo, Brazil (Rua Jose Gomes Falcao) Work Arrangement.
Hybrid.
2 days in office / 3 days work from home #LI-ME1 #LI-Hybrid Annual Hiring Range/Hourly Rate.
R$ - R$ 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.
BR-SP-Sao Paulo, Brazil (Rua Jose Gomes Falcao) Time Type.
Full time Job Category.
Business Support