{"id":3916419,"url":"https://alion.io/job/arrow-electronics-customer-support-associate-manager","title":"Customer Support Associate Manager","company":{"id":1757520,"name":"Arrow Electronics","domain":"arrow.com","url":"https://alion.io/company/arrow-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"C","score":61,"open_postings":117,"ghost_share":0.726,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":7,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Management","role_family":"Management","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Downers Grove, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":80100,"max":88110,"currency":"USD","period":"year","gross":null,"usd_annual":88110},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-11-05T00:00:00Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-07T12:44:48Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Position:\nCustomer Support Associate ManagerJob Description:\nArrow 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.\nStrong 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.\nWhether 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.\nWhat You'll Be Doing:\nManage customer support staff, including hiring, performance management, training and employee development. Respond to customer escalations and performance issues of the department.\nResponsible 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.\nCreate 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.\nTrack 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.\nTake ownership of customer issues and follow problems through to resolution.\nDrive efficiency and standardization of operations through automation and process improvements\nFoster continuous improvements with service delivery efficiency that results in customer satisfaction and exceptional supplier performance reviews\nThis role will support export-controlled documentation with adherence to International Traffic and Arms regulation. \nJob Complexity:\nCoordinates and supervises the daily activities of Customer Support Associates.\nSets priorities for the team to ensure task completion; coordinates work activities with other supervisors.\nDecisions are guided by policies, procedures and business plan; receives guidance and oversight from manager.\nTypically, does not spend more than 20% of time performing the work supervised.\nCreate and present strategic reports to senior leadership, translating data into actionable insight.\nTrains team members and provide input to employee performance evaluations.\nCollaborative within organization and across functions.\nWhat We Are Looking For:\nTypically requires a 2-year degree and a minimum of 5 years of related experience; or an advanced degree without experience; or equivalent work experience.\nIntermediate Excel skills required.\nProficiency in ERP systems and related tools.\nStrong communication skills (written, verbal, listening).\nLeadership experience, comfortable managing challenging or difficult situations, and demonstrates effective team collaboration and idea-sharing.\nWork Arrangement:\nHybrid: 3 days in office/2days work from home (Monday, Tuesday, Friday in office)\nWhat’s In It For You :\nAt 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.\nMedical, Dental, Vision Insurance\n401k, With Matching Contributions\nShort-Term/Long-Term Disability Insurance\nHealth Savings Account (HSA)/Health Reimbursement Account (HRA) Options\nPaid Time Off (including sick, holiday, vacation, etc.)\nTuition Reimbursement\nGrowth Opportunities\nAnd more!\nThis 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 (including U.S. citizens or nationals, lawful permanent residents (green card holder), refugees, and asylees).\nAnnual Hiring Range/Hourly Rate:\n$80,100.00 - $88,110.00Actual 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.\nLocation:\nUS-IL-Downers Grove, Illinois (Butterfield Rd)Time Type:\nFull timeJob Category:\nBusiness SupportEEO Statement:\nArrow 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)\nAll 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.\nIn 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. 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