Customer Support Associate Manager

Position:

Customer Support Associate Manager

Job Description:

Arrow Electronics is a global provider of products, services, and solutions to industrial and commercial users of electronic components and enterprise computing solutions. Arrow Electronics guides innovation forward for over 220,000 leading technology manufacturers and service providers. With 2025 sales of $30.9 billion, Arrow develops technology solutions that improve business and daily life. The company maintains 228 locations worldwide with over 85 countries served.

Strong businesses are built on strong teams. At Arrow, our Customer Support professionals help drive operational excellence by connecting people, improving processes, and enabling collaboration across our global organization.

Whether you're supporting business operations, coordinating projects, or helping teams work more efficiently, you'll contribute to continuous improvement, deliver exceptional service, and help build a more agile, connected, and innovative business.

What You'll Be Doing:

• Manage customer support 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 Support Associates. 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

• This role will support export-controlled documentation with adherence to International Traffic and Arms regulation.

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.

• Trains team members and provide input to employee performance evaluations.

• Collaborative within organization and across functions.

What We Are Looking For:

• Typically requires a 2-year degree and a minimum of 5 years of related experience; or an advanced degree without experience; or equivalent work experience.

• Intermediate Excel skills required.

• Proficiency in ERP systems and related tools.

• Strong communication skills (written, verbal, listening).

• Leadership experience, comfortable managing challenging or difficult situations, and demonstrates effective team collaboration and idea-sharing.

Work Arrangement:

• Hybrid: 3 days in office/2days work from home (Monday, Tuesday, Friday in office)

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).

Annual Hiring Range/Hourly Rate:

$80,100.00 - $88,110.00

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.

Location:

US-IL-Downers Grove, Illinois (Butterfield Rd)

Time Type:

Full time

Job Category:

Business Support

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) (https://arrowelectronic.navexone.com/content/docview/?docid=516&app=pt&source=unspecified&public=true)

All Arrow job postings are for existing job vacancies . 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.

Arrow Electronics, Inc.'s policy is to provide equal employment opportunities to all qualified employees and applicants without regard to race, color, religion, age, sex, marital status, gender identity or expression, sexual orientation, national origin, disability, citizenship, veran status, genetic information, or any other characteristics protected by applicable state, federal or local laws. Our policy of equal employment opportunity and affirmative action applies to all employment decisions personnel policies and practices, or programs.