What You’ll Be Doing
We are seeking a proactive and results-driven Service Center Assistant Manager to support the overall operations of our service center. The ideal candidate will play a key role in leading, motivating, and managing the service team to deliver exceptional customer service aligned with Service Level Agreements (SLAs). You will be responsible for fostering team unity, optimizing service processes, handling daily customer requirements, and collaborating with global teams to ensure consistent service standards across regions. This role requires strong people management skills, a customer-centric mindset, and a proven track record of driving operational efficiency and team performance.
Assistant Manager 50%
•People Management & Team Development: Lead, manage, and mentor the service center team, including performance monitoring, feedback provision, and professional development support. Foster a positive team culture that emphasizes collaboration, accountability, and continuous improvement to maintain team unity and morale.
•Customer Service Excellence: Guide and encourage the team to deliver best-in-class customer service that strictly adheres to established SLAs. Monitor service quality, address gaps in performance, and ensure customer satisfaction is consistently maintained or exceeded.
•Daily Customer Requirement Handling: Oversee the resolution of daily customer inquiries, requests, and issues, ensuring timely and effective responses. Collaborate with the team to address complex customer needs, escalate critical matters when necessary, and maintain accurate records of customer interactions.
•Process Optimization: Evaluate existing service center processes, identify inefficiencies, and implement actionable improvements to enhance operational efficiency, reduce response times, and streamline workflows. Continuously monitor process performance and adjust strategies to meet evolving business and customer needs.
Global Team Collaboration: Collaborate closely with global cross-functional teams (e.g., regional service centers, product teams, logistics) to align service standards, share best practices, and ensure seamless coordination for global customers. Participate in global meetings, communicate service updates, and support cross-regional initiatives.
•Operational Support: Assist the Senior Customer Service Manager in daily operations, including staffing, shift scheduling, and resource allocation to ensure the service center runs smoothly. Prepare regular reports on team performance, customer satisfaction, and process efficiency for management review.
•Compliance & Standards: Ensure the team adheres to company policies, service guidelines, and regulatory requirements. Uphold consistent service standards across all customer touchpoints and ensure compliance with SLAs and key performance indicators (KPIs).
Customer Service 50%
▪Act as communication coordinator from the Service Centre towards assigned customers.
▪Manage both EDI and manual customer order entry.
▪Manage customer backlog: confirmation, reschedule, cancellation, reconciliation and resolve discrepancies with outgoing deliveries. Including communication with the customer.
▪Communicate with Asset and Planner and with the customers daily regarding the supply situation.
▪Manage compliance with export rules for controlled products, including preparation of export licences.
▪Be accountable for delivery to the customers and resolution of shipping and price discrepancies.
▪Manage customer returns / RMA and invoice discrepancies.
▪Communicate with the customers regarding order confirmation, shipping, and tracking information.
▪Create and send out defined reports to the customers on a regular basis.
▪Occasionally participate meetings with customers as required.
▪Manage customer forecast communication both internally and externally.
▪Analyze, escalate and take appropriate action on Shortages.
▪Create new customer price agreements
What We Are Looking For
Bachelor’s degree in business administration, Customer Service Management, or a related field (or equivalent work experience).
•Minimum 2 years of experience in a service center environment, with proven people management experience (leading, mentoring, and developing a team).
•Demonstrated experience in fostering team unity, motivating teams to achieve service excellence, and driving performance against SLAs.
•Hands-on experience in handling daily customer requirements, resolving customer inquiries/issues, and maintaining high customer satisfaction levels.
•Proven track record in process optimization within a service environment, with the ability to identify inefficiencies and implement effective solutions.
•Experience in collaborating with global teams for cross-regional service coordination and global initiative execution.
•Strong understanding of Service Level Agreements (SLAs) and experience in ensuring team compliance with SLA targets.
•Excellent people management and leadership skills, with the ability to inspire, motivate, and unify a team.
•Strong customer-centric mindset, with exceptional communication (verbal and written) and interpersonal skills.
•Analytical and problem-solving skills, with the ability to evaluate processes, identify gaps, and implement improvements.
•Proficiency in using service management tools, software, and Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
•Ability to work in a fast-paced environment, manage multiple priorities, and meet tight deadlines.
•Fluency in English (written and spoken); additional languages are a plus.
•Strong organizational and time-management skills, with attention to detail.
•Experience in a global service center or multinational company.
•Certification in customer service management or leadership.
•Familiarity with lean management or process improvement methodologies.
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.
About Arrow
Arrow Electronics, Inc. (NYSE: ARW), an award-winning Fortune 154 and one of Fortune Magazine’s Most Admired Companies. Arrow guides innovation forward for over 220,000 leading technology manufacturers and service providers. With 2024 sales of USD $27.9 billion, Arrow develops technology solutions that improve business and daily life. Our broad portfolio that spans the entire technology landscape helps customers create, make and manage forward-thinking products that make the benefits of technology accessible to as many people as possible. Learn more at www.arrow.com.
Our strategic direction of guiding innovation forward is expressed as Five Years Out, a way of thinking about the tangible future to bridge the gap between what's possible and the practical technologies to make it happen. Learn more at https://www.fiveyearsout.com/.
For more job opportunities, please visit https://careers.arrow.com/us/en
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