Arrow Electronics Customer Support Associate IV in Columbus, Ohio

Position:

Customer Support Associate IV

Job Description:

Summary: The position is responsible for creating an outstanding experience for valued clients at every touch point. The Client Experience Rep is fully accountable for the successful resolution of their assigned clients’ issues, builds positive relationships with clients and department, is responsible for tracking and managing customer issues, strictly adhering to all SLAs, processing manifests and orders and providing reporting as requested from clients and the direct sales teams. This role will have direct interaction with clients.

The Client Experience Rep must be able to independently perform specialized reporting with in excel, provide a high level of personalized service, and apply an in-depth knowledge of Arrow’s service offerings to successfully support the client relationship. Additionally, the position requires sales support of house accounts where the Client Experience Rep serves as the sole client relationship manager. The position is also responsible for project management for assigned clients and as required to support the general client base.

General Duties:

  • Complete On-Boarding process for all new clients.

  • Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

  • Check to ensure that appropriate changes were made to resolve customers' problems.

  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

  • Refer unresolved customer grievances to designated departments for further investigation.

  • Determine charges for services requested, collect deposits or payments, or arrange for billing.

  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

  • Solicit sales of new or additional services or products.

  • Train new employees on systems and process management

  • Handle escalated customer complaints.

  • Manage Exceptions.

  • Run Daily, Weekly, & Monthly reports and analyze data.

  • Manage $10M Client Accounts

  • Act as team lead to assigned sales region to assist with managing CE KPIs and escalations

  • Assigned projects

Education: Associates required or minimum 10 year Customer service experience), bachelor's preferred.

Experience:

Minimum 5 years Customer Service experience, client origination experience preferred

Experience providing dedicated account management to highly complex Fortune 500 accounts

Strong Business background

Technical Knowledge:

  • High level of proficiency with MS Office applications, specifically excel

  • Strong interpersonal and conflict resolution skills. Adept at moderating temperament to remain calm, professional and customer focused during challenging communications and difficult situations

  • Excellent written and verbal communication skills

  • Adequate personal time management and organizational skills to work in fast-paced team environment under tight deadlines and with multiple priorities

Location:

Columbus

Time Type:

Full time

Most people live in the present. But a handful of us live in a world that doesn’t exist yet — the world of Five Years Out. Five Years Out is the tangible future. And it’s a way of thinking at Arrow that serves as a springboard for innovators, helping them see what’s coming and stay ahead of what’s ahead.

We are much more than products and services. We’re a community of designers, engineers, builders and visionaries who navigate the path between possibility and practicality, across the complete lifecycle of electronics, in some of the fastest-growing commercial and industrial markets on the planet.

The work we do is everywhere, from things you’ve never seen to things you can’t live without. A Fortune 119 company with more than 18,700 employees in over 90 countries, and 2016 sales of $23.8 billion, we guide innovation forward for the world’s leading technologies used in homes, businesses and daily life. If it takes a charge, chances are we helped design it, build it and get it to market.

Are you Five Years Out? Then chances are, you’ll enjoy working with us.

Arrow is an equal opportunity employer. It does not discriminate based upon race, national origin, religion, gender, sexual orientation, gender identity, age, disability, genetic information, protected veteran status or any other characteristic protected by law. Arrow will make reasonable accommodations that enable qualified individuals to perform the essential functions of their jobs so long as the accommodation does not create an undue hardship.