Sales Operations Associate

Arrow Electronics•McLean, VA

2d•$27 - $33•Hybrid

About The Position

The Sales Operations Associate provides day-to-day sales support and customer service for assigned accounts, primarily those served through indirect sales. The role supports high levels of customer satisfaction while maintaining efficiency in corporate operational processes and procedures. It serves as a liaison among Arrow’s internal teams, vendor resources, and customers, taking a proactive and timely approach to customer needs. The position processes routine and smaller customer orders, reviews purchase orders for accuracy and customer requirements, resolves discrepancies, and enters orders into Arrow’s ERP system. It reviews backlogs to determine effective fulfillment options while balancing product cost, delivery expectations, and vendor availability. The associate responds to customer requests concerning orders, returns, confirmations, invoices, credit status, expediting, and shipping requirements, and documents return or maintenance-cancellation requests in Oracle ERP. The role maintains open orders and service requests through billing, reviews vendor shipment and billing status, and researches invoice variances and claims. It may also manage customer quoting activities in accordance with customer-specific strategies and processes. The position is hybrid, with two days in the office and three days working from home.

Requirements

Knowledge and skills developed through formal training or considerable work experience.
Works within established procedures with a moderate degree of supervision.
Ability to identify problems and relevant issues in straightforward situations, assess them using standard procedures, and make sound decisions.
Typically requires a two-year degree and 2–4 years of experience, or a high school diploma with equivalent related experience.
May require specific certifications.

Responsibilities

Provide day-to-day sales support and customer service for assigned accounts, primarily those with indirect sales.
Coordinate between Arrow’s internal resources, vendor resources, and customers.
Anticipate customer requirements and communicate actions in a timely and effective manner.
Process routine and smaller customer orders accurately and promptly, reviewing purchase orders for accuracy, freight terms, transportation, pricing, technical specifications, part numbers, and other customer requirements.
Resolve order discrepancies with customers before order entry and enter sales orders into Arrow’s ERP system.
Work with shared services teams to resolve complex order issues.
Review backlog reports and determine effective order fulfillment while balancing product cost, customer delivery expectations, and vendor availability.
Meet customer service agreements established in statements of work.
Respond to customer requests regarding orders, RMA requests, confirmations, invoices, credit status, expediting, and shipping requirements.
Document customer product-return and maintenance-cancellation requests in an Oracle ERP system, gather relevant facts, and decide whether to accept or reject requests based on established guidelines.
Maintain control of open orders, service requests, and RMAs from entry through billing.
Review open orders and service requests or RMAs to determine whether vendors have shipped, entitled, or billed the order or return.
Research and resolve vendor invoice variances related to price, quantity, goods or services receipts, freight, and tax code discrepancies.
May manage customer quote activities in line with customer-specific strategies, quoting processes, and order management.