ACCOUNTABILITIES & ESSENTIAL FUNCTIONS
- Provides optimal customer experience, exhibiting Mouser values to each customer.
- Accurately processes various types of customer requests, including but not limited to orders, special handling, quotes, returns, catalogs, samples, product information, and information regarding Mouser services.
- Determines customer expectations and provides options to meet their needs.
- Generates new and repeat business through customer service initiatives and offering associated products and promotional items.
- Follows up with customers to ensure on going customer satisfaction.
- Promotes and maintains high standards of quality and service excellence.
- Processes work in a timely manner and meets daily productivity objectives; displays a sense of urgency while achieving quality and productivity goals.
- Researches and expedites customer requests.
- Monitors and ensures delivery date and product quality to meet customer requirements.
- Provides price and delivery quotes to customer within company specified deadlines.
- Understands and is able to correctly work with multiple currencies and other requirements with regard to processing international orders.
- Effective time management and planning/organizing skills.
- Self-motivated and results oriented.
- Effective interaction with individuals and groups both inside and outside of the organization and works effectively as a team contributor on all assignments.
- Maintains a high level of commitment to achieve goals.
- Effective performance independently or as part of a team.
- Ability to build relationships with key customers, pro-active approach to customer service.
- Strong analytical, problem solving and negotiation skills, and analyzes the impact of decisions before execution.
- Supports local Customer Service teams, and provides support for other teams when needed.
- Provides Chat support as required, local language plus other required languages.
- Regular attendance at work is an essential part of the job.
- Adapts to changing situations and restructures tasks and priorities as changes occur within the
- business and organization.
- Works well under the pressure of deadlines.
- Supports and participates in the company's total quality and customer service expectations.
- Understands the business and customer needs and provides constructive feedback using the internal feedback tool.
- Trustworthy and maintains confidentiality.
Other duties as assigned.
SKILLS & CERTIFICATIONS
- Professional verbal and written communication in local language (minimum), including in a
- telephone environment. Additional languages may be required.
- Fluent reading and writing in English.
- PC experience in a Microsoft Windows environment, proficient with internet, Microsoft Word, Excel, Outlook, and other software.
- Ability to use, read, and interpret spreadsheets, printed reports, and a dual terminal screen.
- Able and willing to use our telephone headsets.
Customer Service Representative I
- Exhibits the desire to provide excellent service, carry out correspondences in a professional
- and courteous manner, and interact directly with customers as needed.
- Exhibits motivation and ability to advance.
Customer Service Representative II
Requirements
- 2+ years customer service experience required. For internal candidates, experience can be a combination of internal and external experience.
- Internal Candidates:
- Successful completion of Customer Service Representative I Professional Progression Plan.
- Consistently meets or exceeds Customer Service Representative II performance metric
requirements.
- Overall Effective Performance as Customer Service Representative I.
- Takes initiative to expand knowledge for position utilizing all available sources.
- External Candidates:
- Exhibits competencies and experience to perform at level II.
Customer Service Representative III
Requirements
- 4+ years customer service experience required. For internal candidates, experience can be a combination of internal and external experience.
- Internal Candidates:
- Successful completion of Customer Service Representative II Professional Progression Plan.
- Consistently meets or exceeds Customer Service Representative III performance metric requirements.
- Overall Highly Effective Performance as Customer Service Representative II.
- Supports with updates on work queue status.
- Proven ability to work independently.
- Supports new hires and existing team members (CSR I & II)
- Successful collaboration with others to ensure service excellence requirements are met.
- External candidates:
- Exhibits competencies and experience to perform at level III.
Senior Customer Service Representative
- Successfully performs all Customer Service duties.
- Actively supports the team by providing assistance for complex or uncommon requests and best practices.
- Handles first level escalations.
- Responsible for daily reports.
- Liaison with other teams for assistance when needed for ensuring service excellence.
- Supports local CS training needs when necessary.
- Provides support with projects.
- Ensures workflow is maintained if coordinator and management are not available.
- Pro-active involvement in Team Talk planning.
- Team subject matter expert.
Requirements
- 6+ years customer service experience required.
- Internal candidates:
- Experience can be a combination of internal and external experience.
- Minimum Highly Effective performance in current role.
- Successful completion of Customer Service Representative III Professional Progression Plan.
- Consistently meets or exceeds Senior Customer Service Representative performance metric requirements.
