Customer Service Officer

About the role

The Customer Service Officer will provide expert internal and external customer service and sales support to the Inside Sales Team and direct customer engagements. This role ensures smooth order‑to‑invoice processing and helps maintain Arrow’s performance expectations with customers and suppliers.

Key responsibilities

• Handle complex order discrepancies, interface directly with customers, and recommend solutions or action plans for the sales team.
• Manage the full Order to Invoice process, including order entry, value‑added order entry, and processing various inbound order formats (Excel, PDF, fax).
• Submit SSRQ requests for Value Added, NCNR, and Customer Owned Parts, set up and file NCNR items, and maintain MyArrow accounts and PCPRCE2 pricing data.
• Support sales with Planned Demand and Quality Assurance processes, coordinate e‑Compass and Forecast Response reports, and act as first escalation point for expedites.
• Process branch service requests, RMA, CAR, FQR analyses, and customer surveys, and resolve post‑delivery issues such as carrier or packaging errors.
• Assist Inside Sales with Quote to Order tasks, including loading SDT quotes, forwarding PDFs to the Quote Center, monitoring PM views, and coordinating contract signatures with legal.

Required profile

• Typically a 2‑year degree with 2–4 years of relevant experience, or a high‑school graduate with equivalent experience.
• Developed knowledge and skills through formal training or considerable work experience.
• Works within established procedures with moderate supervision and can assess straightforward problems using standard procedures.

Required skills

• Order entry and maintenance (outside of Infosys).
• Experience with value‑added order entry, NCNR setup, and MyArrow account management.
• Proficiency in handling various order formats (Excel, PDF, fax).
• Familiarity with SSRQ (SIMS Setup Request) processes.
• Use of e‑Compass, Forecast Response reporting, and Sales Desktop (SDT) quoting tools.
• Knowledge of RMA, CAR, FQR analysis, and customer survey administration.