Customer Service Team Lead staff are responsible for managing daily customer service operations and staff in order to ensure service excellence and maximize new business opportunities.

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

•    Provides support for other departments and branches as needed. 
•    Gratifies and astonishes customers with service excellence. Demonstrates knowledge, experience and understanding of distribution. Develops results-oriented customer service strategies. 
•    Understands and able to correctly work with multiple currencies, profit margins, markups, competitive pricing strategies, and other requirements with regard to processing international orders.
•    Expands product knowledge utilizing all available sources. Keeps self current regarding industry trends, practices, and news.
•    Detailed and thorough in work habits with multi-tasking ability. Strong analytical, problem solving, negotiation, organizational and teaching skills. Supports and participates in company total quality process.
•    Valid driver's license, proof of insurance and good driving record. Available and willing to travel if needed, including internationally. Valid passport and other required documents for travel.
•    Develops and maintains a productive work teams by hiring qualified personnel, training, and managing performance.
•    Manages teams with integrity, ethical business practices, and in accordance with Mouser policies, procedures, and practices.
•    Customarily and regularly directs the work of two or more full-time employees or their equivalent.  Makes suggestions and recommendation for these employees regarding performance, including hiring, transfer, advancement, and termination.
•    Manages daily operations to meet department and company objectives.
•    Works with minimum supervision and makes independent judgments.
•    Flexible to meet the changing needs of the business and willingness to take on new responsibilities and assignments.
•    Initiates, establishes and maintains highly effective relationships with internal and external business contacts of various cultures, and at all levels. 
•    Extremely confidential and trustworthy. 
•    Demonstrates knowledge, experience and understanding of critical job functions of the team.
•    Assists management with development of results oriented strategies.
•    Regular attendance at work is an essential part of the job.  

SKILLS & CERTIFICATIONS

•    Bilingual – fluent verbal and written in local language and English. Additional languages may be required.
•    Proficient typing and math skills including currency conversions and profit margins.
•    Professional writing and presentation skills.
•    PC experience in a Microsoft Windows environment, proficient with internet email, Microsoft Word, Excel, PowerPoint, Outlook and other software.
•    Internet savvy and familiarity with E-Commerce.

EDUCATION & EXPERIENCE

•    Bachelor’s Degree in any field, or minimum of 3 years prior work experience that is relevant to the team you will supervise.  Including:
•    Internal candidates:  Minimum 1 year as a highly performing Lead/Coordinator or a total of 2 years as a highly performing Mouser employee.
•    External candidates: Minimum 2 years as a supervisor or higher-level management position.
•    Experience in developing and maintaining productive work teams and providing ongoing performance management.

Category:Sales/Customer Service

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 any time 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.