Arrow Electronics
Tlaquepaque, Jalisco, Mexico
Position: Customer Experience Hybrid Lead Job Description: 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....