Customer Support Associate I

Arrow Electronics•Downers Grove, IL

7d•$21 - $26•Hybrid

About The Position

Arrow Electronics is a global provider of products, services, and solutions to industrial and commercial users of electronic components and enterprise computing solutions. Its Customer Support professionals help drive operational excellence by connecting people, improving processes, and enabling collaboration across the organization. The Customer Support Associate I provides internal and external customer service and sales support to the Inside Sales Team and customers, while helping maintain performance expectations and strengthen Arrow’s position with customers and suppliers. The role manages backlog and the Order to Invoice process, including on-time delivery, customer scorecards, customer contract request dates in accordance with federal regulations, and expediting orders to meet need dates. It also supports customer quality assurance, handles escalations and branch service requests, initiates quality analyses and customer surveys, and resolves post-delivery issues. The associate serves as a liaison among customers, Inside Sales, and suppliers, and collaborates with Asset, Field Sales, Quality, Transportation, and Inside Sales teams. This is a hybrid position with three days in the office and two days working from home. The stated office schedule is Monday, Tuesday, and Friday. The position is located in Downers Grove, Illinois. The hiring range is $21–$26 per hour; actual compensation may vary based on location, experience, education, and skill level. Due to federal government contractual requirements, candidates must be U.S. citizens.

Requirements

Typically requires a two-year degree or 2–4 years of experience.
Intermediate Excel skills.
Strong written, verbal, and listening communication skills.
Ability to multitask and manage priorities in a fast-paced environment.
Proficiency in ERP systems and related tools.
Problem-solving, escalation management, and assertive communication skills.
Collaborative mindset and ability to work across multiple departments.
Must be a U.S. citizen due to contractual requirements with the federal government.

Responsibilities

Provide internal and external customer service and sales support to the Inside Sales Team and customer engagements.
Help maintain performance expectations to enhance Arrow’s position with customers and suppliers.
Manage backlog and the Order to Invoice process, including on-time delivery, customer scorecards, customer contract request dates in accordance with federal regulations, and expediting orders to meet need dates.
Support the sales team through direct customer contact for quality assurance processes.
Serve as the first point of escalation after the initial set of expedites.
Handle branch service requests, including sure ship and sure receipt, and manage Return Material Authorization (RMA) activity.
Initiate Corrective Action Request (CAR) and Field Quality Request (FQR) analysis, and submit customer surveys, including NAFTA, ISO certification, and quality surveys.
Correct post-delivery issues such as incorrect carrier, packaging, or shipping account.
Work on the origin of Slow Moving Inventory (SMI) and Sludge.
Act as a liaison between customers, Inside Sales, and suppliers, including attending customer calls to review critical item status and escalations and following issues through to resolution.
Collaborate with Asset, Field Sales, Quality, Transportation, and Inside Sales personnel.