Customer Service Representative

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.