Position:

Job Description:

What You'll Be Doing:

• Manage customer service staff, including hiring, performance management, training, and employee development. Respond to customer escalations and performance issues of the department.
• Responsible for providing strategic direction and leadership to a team of Customer Service Representatives (CSR’s). Develops and implements strategic plans to meet or exceed Key Performance Indicators (KPI’s) for the service center. Responsible for continuous improvements in operations, and service delivery efficiency that result in high customer satisfaction.
• Create and manage quarterly revenue forecasting and implementation of actions to ensure sales growth. Create and present strategic reports to senior leadership, translating data into actionable insights.
• Track and report quality issues using reports from ERP system, customer surveys, etc. including return, invoice disputes, shipping discrepancies, claim issues, freight issues and vendor issues.
• Take ownership of customer issues and follow problems through to resolution.
• Drive efficiency and standardization of operations through automation and process improvements
• Foster continuous improvements with service delivery efficiency that results in customer satisfaction and exceptional supplier performance reviews

Job Complexity:

• Coordinates and supervises the daily activities of Customer Support Associates.
• Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors
• Decisions are guided by policies, procedures, and business plan; receives guidance and oversight from manager
• Typically, does not spend more than 20% of time performing the work supervised
• Create and present strategic reports to senior leadership, translating data into actionable insight
• Solves problems based on practice and precedent
• Trains team members and provides input to employee performance evaluations
• Collaborative within organization and across functions

What We Are Looking For:

• Intermediate Excel skills required (pivot tables, lookups)
• Strong communication skills (written, verbal, listening)
• 1-3 years people and project management experience
• 3-5 years customer service or sales experience
• 2 year degree or 5 years of related experience
• Experience leading and managing meeting cadences with internal and external stakeholders

Work Arrangement:

• Starting Fully Remote: Must be able to travel to an Arrow office location as requested by Arrow leadership.
• Moving to Hybrid: 3 days in office/2days work from home

What’s In It For You :

At Arrow, we recognize that financial rewards and great benefits are important aspects of an ideal job. That’s why we offer competitive financial compensation, including various compensation plans and a solid benefits package.

• 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
• And more!

This role will perform work covered by International Traffic in Arms Regulations. Viable candidates for this position must be eligible for an export license or be a U.S. Person (which includes but is not limited to U.S. citizens or nationals, lawful permanent residents, refugees, and asylees).

Actual compensation offer to candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level. The pay ratio between base pay and target incentive (if applicable) will be finalized at offer.

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Time Type:

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EEO Statement:

Arrow is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran or disability status. (Arrow EEO/AAP policy)

We anticipate this requisition will be open for a minimum of five days, though it may be open for a longer period of time. We encourage your prompt application.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.