Customer Support Associate I

Arrow•Downers Grove, IL

5d•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. The Customer Support Associate I supports operational excellence by connecting people, improving processes, and enabling collaboration across the organization. Based in Downers Grove, Illinois, this hybrid position works three days in the office and two days from home; office days are Monday, Tuesday, and Friday. The role provides internal and external customer service and sales support to the Inside Sales Team and customers. It supports order-to-invoice operations, delivery performance, quality processes, escalation resolution, branch service requests, returns, customer surveys, and post-delivery issue resolution. The associate serves as a liaison among customers, Inside Sales, suppliers, and internal teams. The position typically requires a two-year degree or 2–4 years of experience, intermediate Excel skills, communication and prioritization skills, and proficiency with ERP systems and related tools. Due to federal government contractual requirements, candidates must be U.S. citizens. The hiring range is $21–$26 per hour; actual compensation may vary based on location, experience, education, and skill level.

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 and enhance Arrow’s position with customers and suppliers.
Manage backlog and support the order-to-invoice process, including on-time delivery, customer scorecards, adjusting 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; manage RMAs; initiate CAR and FQR analysis; submit customer surveys; and resolve post-delivery issues such as incorrect carriers, packaging, or shipping accounts.
Work on the origins of slow-moving inventory and sludge.
Act as a liaison among 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.