Customer Experience Lead

Position:

Customer Experience Lead

Job Description:

The Customer Experience Lead owns operational performance and backlog management for assigned accounts alongside an Account Operations Manager.

 The CX Lead ensures timely order actions and shipments.  

In addition, the CX Leads acts as:

• Order action/Backlog SME.
• Escalation point for CX Reps. 
• Backup for Operations Account Manager.

What you will be doing:

• Owns pod operational performance to Operations Account Manager. 

• Understands assigned customer contract requirements for SLA and adherence. 

• 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 Operations Account Manager and on calls. 

• Manage customer price book 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. 

What We're Looking For:

• 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. 
• Background in Customer Experience.
• Excellent verbal and written communication skills; must be fluent in English.
• Must be familiar with backlog management, quoting, shipments tracking and pricing.
• Intermediate knowledge of Microsoft Excel is a must.
• 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.

​

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!

$26,791.67 - $29,166.66 MXN Monthly

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. 

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Location:

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

Time Type:

Full time

Job Category:

Business Support