SCOPE

The Service Excellence Coordinator provides quality assurance, detailed guidance, coaching, and training on sales processes, programs and systems in a manner which ensures total quality and exceptional customer service.

ACCOUNTABILITIES

Team player and role model who motivates teams to provide excellent customer service.

Excellent in training, floor coaching and providing detailed guidance in a positive working environment. Assists with development of results-oriented sales, customer service strategies and inspires positive change in others.

Coaches, and assists sales staff with determining customer needs, pursuing sales and providing customer service beyond customer initiated requests.

Responsible for editing, updating, and suggesting improvements to customer service processes and procedures. Works directly with Sales Management to help with monitoring service excellence.

Responsible for monitoring customer interactions for calls, emails, & chats; Reviews and monitors customer service calls and processes for quality.

Provides feedback to management for trends on training needs; process improvements and performance management. Able to discern appropriate communication style to utilize in each situation or with each person. Uses good judgment and analyzes the impact of decisions and responses before execution.

Delivers training in variety of formats: presenting to class, one on one, or via electronic communication. Possess strong analytical, problem solving and negotiation skills.

Highly effective communication skills with all levels of individuals and groups inside and outside the organization with strong presentation skills. Confidential and trustworthy.

 

QUALIFICATIONS:

 

EDUCATION & EXPERIENCE

4 year degree preferred. Minimum five years successful Mouser sales experience meeting goals and objectives and a thorough knowledge of processes, systems and programs used by Mouser sales and how they interact with other departments; or equivalent combination of education and experience.

SKILLS & CERTIFICATIONS

Desire, personality and ability to sell and interact directly with customers and other business associates.

Strong teaching, analytical, problem solving, negotiation, time management, and organizational skills.

Ability to effectively manage projects, analyze training needs, processes and systems and make recommendations for improvement.

Excellent communication and presentation skills, verbal and non-verbal, with all levels of individuals and groups, including in a telephone environment.

Clear enunciation of English.

Demonstrates a positive attitude toward self and others.

PC experience in a Microsoft Windows environment, proficient with internet e-mail, Microsoft Word, Excel, Power Point, Outlook and other software.

Ability and willing to use Mouser's telephone headsets.

Detailed and thorough in work habits with multi-tasking ability.

Valid driver's license, proof of insurance and good driving record.

Available for some travel.

Available to work the hours needed.

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.