Customer Support Associate

About the role

The Customer Support Associate plays a crucial role in providing expert internal and external customer service and sales support to both the Inside Sales Team and customer engagements. They are responsible for backlog management, supporting the order to invoice process, and handling customer service requests.

Responsibilities

• 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.
• Backlog Management: Manage on-time delivery, customer scorecards, adjust customer contract request dates in accordance with Federal Regulations, expedite to meet need dates, etc.
• Support sales team with direct customer contact for quality assurance processes. 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.).
• Liaison between customer, Inside Sales, and suppliers. Attend customer calls to review critical item status and escalations on issues with follow-through to resolution.
• Collaborate with internal personnel including Asset, Field Sales, Quality, Transportation, and Inside Sales.

Requirements

• Typically requires a 2-year degree or 2–4 years of experience.
• Intermediate Excel skills required.
• Strong communication skills (written, verbal, listening).
• Able to multitask and manage priorities in a fast-paced environment.
• Proficiency in ERP systems and related tools.
• Skilled in problem-solving, escalation management, and assertive communication.
• Collaborative mindset with the ability to work across multiple departments.

Qualifications

• Hybrid Work Arrangement: 3 days in office/2 days work from home.

Benefits

• 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
• Other benefits as per company policy

Pay

$20 - $25/hour

Schedule

Full-time