Customer Experience Hybrid Lead

Customer Experience Hybrid Lead

The CX Lead Hybrid owns representing operations' relationship and performance with customers, overseeing Tier 3 & 4 and/or Secondary Region Global account management, strategy, and operational performance. Ensures process improvements, backlog management, timely order actions, and shipments. Leads QBRs, internal planning, and trains CX Reps on account specifics, tools, and processes, serving as SME and escalation point.

What you will be doing:

• Owns operational relationship with the customer and performance to the business.
• Understands assigned customer contract requirements for SLA and adherence.
• Coordinates with KAEs, CX Reps and Planners for Account Management and support.
• Manages customer margin and provides recommendations.
• Manages end to end customer backlog process and all actions required to ensure orders are moving through system.
• Promise Date and Alert Manage in Open Backlog.
• Communicates status, issues, and risks for all owned processes to sales and escalation paths on all calls.
• Manage customer price book and Cross Reference and quoting process through coordination with cross functional teams.
• Config Sheet enhancement and process.
• Work cross functionally with customer experience team to ensure all questions are answered and issues are resolved regarding order processing.
• Owns logging and resolving IT tickets for backlog management processes and supports CX Reps with their ticket escalations.
• Actions daily shipping end-of-night reports.
• Understands and targets customer types and differences, including Original Equipment Manufacturers (OEM) and Independent Software Vendors (ISV)
• Stays up to date on system enhancements, training, and new capabilities from Business Transformation and IT.
• Owns external account calls and resolves all inquiries and questions from the customer
• Partners with S&OP for production Planning

What We're Looking For:

• Has advanced specialized skills or is multi-skilled through job-related training and considerable on-the-job experience.
• Works independently; receives minimal guidance.
• Acts as an informal resource for colleagues.
• Identifies and resolves key issues and patterns from partial/conflicting data.
• Takes a broad perspective on problems and spots new, less obvious solutions.
• A senior level support role.
• Excellent verbal and written communication skills; must be fluent in English.

Experience / Education

• Typically requires a 4-year degree and 1–2 years of experience; or a 2-year degree and equivalent related experience; or equivalent work experience.

Even better if you have:

• Experience with Sales Workbench.
• Industry experience.
• Experience with Jira.

Work Arrangement

• Hybrid: 3 days in office/2 days 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.

• 30 days of Christmas bonus
• Hiring Bonus
• 40% vacation premium
• 12 vacation days plus 2 Floating days, sick days and holidays
• Vision and Dental Assistance
• Life Insurance
• Healthcare Insurance
• 10% Food/Pantry Vouchers
• Restaurant Vouchers
• 13% Savings Fund
• Tuition reimbursement
• Growth Opportunities, and more!

Annual Hiring Range/Hourly Rate: $26,791.67 - $31,000.00 MXN Monthly

Location: MX-JAL-Tlaquepaque, Mexico (HPE Guad office)

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 religion, gender, age, sexual orientation, gender identity or national origin.