Customer Service Specialist

About the role

The Customer Service Specialist plays a crucial role in managing customer relationships, coordinating supply chain engagements, and providing exceptional customer service. This position is responsible for day-to-day sales activities, order preparation, and customer support.

Responsibilities

• Coordinate resources and processing of customer quotations (Quote Center, Quote Cover Sheet, PM Views, Management, FSR, Suppliers, Value Add, and SSG)
• Order preparation
• Thorough knowledge and accountability of supply chain engagements
• Negotiate pricing (non-contract only), provide quote markup (owns strategy and application of cost plus mark up), and notify customer of related price increases, maintaining margin integrity
• Work with appropriate supplier contacts and internal departments to solve pre-sales and post-sales problems
• Handle local expediting and assist global opportunities through local escalation
• Proactively notify customers of changes to delivery status, conduct bond reviews with customers (Shortages & Turns), manage SMI (Slow Moving Inventory) and NCNR (Non-Cancellable, Non-Returnable), own Hard & Planned Order management, PCN (Product Change Notification) coordination, and deliver and maintain the POI (Perfect Order Index).
• Support sales team with direct customer contact for Order to Invoice process within Planned Demand

Requirements

• 2-3 years of sales experience supporting large, assigned customers
• Bachelor’s degree preferred
• Industry experience with a distributor or supplier a plus
• Strong negotiation, verbal, and written communication skills are essential
• Excellent interpersonal, organizational, problem-solving, and customer service skills
• Must be able to work in a fast-paced environment, multitask, prioritize, and deal with ambiguity
• Proficient with MS Office including Word, Outlook, and Excel (VLOOKUPs and pivot tables) is a must
• Aerospace and Defense experience preferred

Qualifications

• Must be comfortable working in multiple systems and applications

Skills

• Ability to work in a fast-paced environment
• Multitasking and prioritization skills
• Customer service and problem-solving abilities
• Strong negotiation and communication skills
• Proficiency with MS Office

Benefits

At Arrow, we offer competitive financial compensation, including various compensation plans and a solid benefits package. Benefits include medical, dental, vision insurance, 401(k) 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, and growth opportunities. Annual hiring range/hourly rate: $29.53 - $36.09. The pay ratio between base pay and target incentive (if applicable) will be finalized at offer.

Pay

Annual hiring range/hourly rate: $29.53 - $36.09. The pay ratio between base pay and target incentive (if applicable) will be finalized at offer.

Schedule

This position follows a hybrid schedule of 3 days in the office and 2 days per week from home.