The Customer Service Representative is responsible for providing high quality, quick service customers by processing orders, quotes and assisting customers with product information before, during and after a purchasing transaction.
ACCOUNTABILITIES & ESSENTIAL FUNCTIONS
• Successful completion of CSA and CSR Training is key
• Receive and ensure orders are entered accurately via phone or email by reviewing and verifying all material entered, identifying discrepancies, and requesting clarification of issues related to order information according to departmental procedures
• Able to comprehend and easily maneuver through various computer programs
• Meet or exceed all required performance metrics and communicate any barriers that prevents being able to meet expectations in a timely manner and with excellence
• Provide basic product information to customers, such as part compatibility, price, availability, etc.
• Determine customer expectations and provide options for resolution to meet their needs
• Maintain specified pricing guidelines and obtain approvals from Management for any exceptions
• Retain current customer contacts and expand product knowledge utilizing all available resources
• Always consider the impact of decisions before execution
• Adhere to the required daily work schedule and be flexible based on the needs of the business
• Generate new and repeat sales by providing product and technical information in a timely manner
• Accurately process customer transactions such as orders, quotes and/or other customer requests with a strong focus on service excellence and a sense of ownership
• Make suggestions and pursues sales possibilities beyond customer-initiated requests
Increase sales and average order size by means of cross-selling, up-selling and add-on sales
• Constantly demonstrates a positive attitude toward self and others by interacting effectively and maintains professional manner and positive attitude through verbal and written contacts with external and internal contacts.
• Expands product knowledge utilizing all available sources.
• Supports local Customer Service teams and provides support for other teams when needed.
Regular attendance at work is an essential part of the job.
SKILLS & CERTIFICATIONS
• Ability to communicate effectively through verbal and written skills
• Effective listening skills
• Ability to use, read and interpret spreadsheets, printed reports, and a dual terminal screen
• Ability to work independently or as a part of a team
• Ability to work under the pressure of deadlines
• Ability to find issues and resolve them with provided resources
• For bilingual: Able to read, write and speak Secondary Language and English. Skill Evaluation: 70%
• Basic internet and web browsing familiarity
• Exhibits the potential and desire to advance to other positions
• PC experience in a Microsoft Windows environment, proficient with internet e-mail, Microsoft Word, Excel, Outlook, and other software
• Skill evaluation: Computer Knowledge 80%, Proof Reading 75%, Customer Service 80%, and Typing 35 WPM.
• Exhibits critical thinking, strong analytical, problem solving and negotiation skills
• Ability to adapt to changing customer circumstances and needs is a must
Title: CSR Level 1
EDUCATION & EXPERIENCE
• High School Diploma or equivalent
Title: CSR Level II
ACCOUNTABILITIES & ESSENTIAL FUNCTIONS
• Productivity requirement – More than 100%
• CSAT above 4.75
• CSR Level II assessment score must be 100% and above
• Cross-trained on at least one or more sub functions apart from the primary process
• Supports supervisor with updates on work queue status, in regular interval
• Supports new joiners or existing team members to improve their performance
EDUCATON & EXPERIENCE
• Measured success in all CSR Level I Job Level activities.
• 6 Months to 2 years is standard consideration for movement to CSR Level II.
• For internal candidates, experience can be a combination of internal and external experience including mastery of CSR Level I position.
Title: CSR Level III
ACCOUNTABILITIES & ESSENTIAL FUNCTIONS
• Internal Qualifications as below
• Productivity requirement – More than 110%
• CSAT above 4.9
• CSR assessment score must be 95% and above
• Cross-trained on at least one or more sub functions apart from the primary process
• Supports supervisor with updates on work queue status in regular interval
• Supports new joiners or existing team members to improve their performance
• Backups Senior CSR
EDUCATON & EXPERIENCE
• Measured success in all CSR Level I and II activities.
• 1-2 years experience as a CSR Level I and II is standard consideration for movement to CSR Level III.
• For internal candidates, experience can be a combination of internal and external experience including mastery of CSA Level I and II position.
Senior CSR
ACCOUNTABILITIES & ESSENTIAL FUNCTIONS
• Established subject matter expert in customer service.
• Demonstrated extensive Mouser business acumen.
• Highly effective performance in all Customer Service Representative job duties.
• Effectively and efficiently able to resolve complex customer inquiries and problems.
• Supports coaching of Customer Service Representative staff
• Research, evaluate, & recommend external tools for efficiency improvements.
• Lead peers in learning and building Mouser business acumen, customer service processes, and service excellence skills.
• Drive continuous improvements to further skills and customer service best practices.
• Experience with all types of customers including extensive experience with Strategic Accounts.
• Team subject matter expert.
EDUCATON & EXPERIENCE
• Measured success in all CSR Level I, II, and III activities.
• 2-4 years experience as a CSR Level I, II, III is standard consideration for movement to Sr. CSR.
• For internal candidates, experience can be a combination of internal and external experience including mastery of CSR Level I, II, III positions.
• Supervisor and Management Recommendation
This is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at anytime at its sole discretion based on business needs. Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.
Category:Sales/Customer Service
Equal Opportunity Employer, including disability and veterans.