Customer Support Associate

3 semanas atrás


São Paulo, São Paulo, Brasil Arrow Electronics, Inc. Tempo inteiro
**Position**:
Customer Support Associate
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 2023 sales of $33 billion, Arrow develops technology solutions that improve business and daily life. The company maintains 228 locations worldwide with over 90 locations served.
A Fortune 133 company 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.
Arrow is hiring Customer Support professionals to join our team in Brazil. You will be responsible for supporting new supplier lines.
**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, and recommending solutions and/or action plans to internal sales team staff.
- Backlog management.
- 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).
- Support sales team with direct customer contact within Planned Demand and Quality assurance processes.
- Provide first point of escalation after initial set of expedites, complete bond requests from Inside Sales, 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
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