Customer Support Associate Manager

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Job Description:

Looking for your next big challenge? Arrow has the right opportunity for you!

Arrow is seeking a Customer Support Associate Manager to lead our EMEA Value Added Services (VAS) Quoting and Order Management organization based in Gdansk, Poland.

In this leadership role, you will oversee the EMEA VAS Quoting and Order Management organization, balancing operational priorities, customer expectations, and business objectives across multiple functions. You'll work closely with Sales, Supply Chain, Manufacturing, Asset, and Customer Service teams to drive operational performance, resolve complex challenges, and ensure an exceptional customer experience. Success in this role requires strong decision-making, people leadership, and a continuous improvement mindset, with a focus on developing talent, optimizing processes, and supporting the ongoing growth of the EMEA VAS business.

What you will be doing

• Lead and develop the EMEA VAS Quoting and Order Management teams, fostering a high-performance culture focused on customer experience, collaboration, and continuous improvement.
• Provide day-to-day operational leadership for both Pre-Booking (Quoting) and Post-Booking (Order Management) activities.
• Serve as the primary escalation point for EMEA VAS operational issues, customer concerns, and stakeholder requests.
• Drive execution of quoting, order management, backlog management, and customer support processes to ensure service level commitments are achieved.
• Partner with Inside Sales Representatives, Asset teams, Supply Chain teams, Manufacturing Operations, and Customers to support business objectives and customer requirements.
• Monitor and manage backlog performance, order aging, expedites, allocations, material constraints, and other operational metrics.
• Support and oversee quoting activities, including pricing, BOM reviews, service feasibility assessments, and proposal development.
• Coordinate and prioritize critical customer requests to ensure uninterrupted production and successful fulfillment of customer commitments.
• Develop team members through coaching, mentoring, training, performance management, and career development planning.
• Analyze operational data and generate actionable insights through reporting and Business Intelligence (BI) tools.
• Prepare and present operational reviews, leadership updates, and executive business reports.
• Drive process improvement initiatives and identify opportunities to increase efficiency, scalability, and customer value.

What You'll Need

• Demonstrated people leadership, coaching, and employee development experience.
• Strong analytical and problem-solving skills with the ability to make data-driven decisions.
• Experience presenting operational performance and business updates to leadership.
• Ability to influence and collaborate across multiple functions and geographic regions.
• Experience managing multiple priorities in a fast-paced environment.
• Disposition to take meetings in different time zones occasionally.
• Strong verbal and written communication skills in English are required.
• Ability to travel based on business needs.
• Must have knowledge of manufacturing support and / or supply chain operations.
• Must have experience leading customer support, quoting, order management, supply chain, or operations teams.

What we offer:

• Full-time position.
• Permanent employment contract preceded by a 3-month probation period.
• Private medical care program.
• Cafeteria including Multisport card.
• Hybrid working model (3 days per week from our Gdańsk office).
• Opportunity to lead an international team supporting strategic EMEA customers.
• Working in a multicultural environment.

Who we ar e

As Arrow Global Components (AGC), a part of Arrow Electronics, we are a leader in distribution and value-added services related to electronic components. We resell, customize, and distribute electronic components to our clients all over the world. Our business is based on a trusted, long-lasting network of relationships with industry leaders, both on the supplier and customer side.

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