Job Description

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

• Performs data entry accurately and efficiently using various computer programs, word processing, spreadsheet, or database commands; formats material as required.
• Accurately processes various types of customer requests.
• Proofreads material entered and generates data reports as required; reviews discrepancies in data received, requests clarification or advises supervisor of issues related to data, to verify customer requests are processed correctly.
• Files and keeps records as required.
• Promotes and maintains high standards of quality and service excellence.
• Processes work in a timely manner and meets quality and productivity objectives.
• 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.
• Analytical, problem solving and negotiation skills, and analyzes the impact of decisions before execution.
• Maintains knowledge of current procedures.
• Supports local Customer Service teams and provides support for other teams when needed.
• Provides Chat support in local language and English as required. Other language skills would be beneficial.
• 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.
• Trustworthy and maintains confidentiality.
• Other duties as assigned.

SKILLS & CERTIFICATIONS

• Proficient verbal and written communication skills in local language and English. Additional languages would be beneficial.
• Ability to type data for long periods of time.
• 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.

Customer Service Assistant I

• Exhibits the desire to provide excellent service, carry out correspondence in a professional and courteous manner, and interacts directly with customers as needed.
• Exhibits motivation and ability to advance.

Customer Service Assistant II

Requirements

• 2+ years customer service experience required. For internal candidates, experience can be a combination of internal and external experience.

• Successful completion of Customer Service Assistant I Professional Progression Plan.
• Consistently meets or exceeds Customer Service Assistant II performance metric requirements.
• Overall Effective Performance as Customer Service Assistant I.
• Trained and skilled in Live-Chat, if required.
• Takes initiative to expand knowledge for position utilizing all available resources.

External candidates

• Exhibits competencies and experience to perform at level II

Customer Service Assistant III

Requirements

• 4+ years customer service experience required. For internal candidates, experience can be a combination of internal and external experience.

• Successful completion of Customer Service Assistant II Professional Progression Plan.
• Consistently meets or exceeds Customer Service Assistant III performance metric requirements.
• Overall Highly Effective Performance as Customer Service Assistant II.
• Has the knowledge and ability to mentor colleagues, if required.
• Proven ability to work independently using all resources to find solutions.
• Good working knowledge of Excel.
• Professional proficiency in local language & English reading, writing and verbal skills. Ability to communicate effectively and efficiently with management and employees of all levels.
• Provides feedback and ideas to management and through the internal feedback tool.
• Understanding of post order services.
• Successful collaboration with colleagues to ensure service excellence guidelines are met.

External Candidates:

• Exhibits competencies and experience to perform at level III.

Senior Customer Service Assistant

• Successfully performs all Customer Service Assistant duties.
• Actively supports the team by providing assistance for complex or uncommon requests and best practices.
• Liaison with other teams for assistance when needed, to ensure service excellence guidelines are maintained.
• Proactively manages workflow if coordinator and management are not available.
• Excellent working knowledge of Excel.
• Full professional proficiency in local and English language in both written and verbal communication. Ability to communicate effectively and efficiently with management and employees of all levels.
• Brings ideas and suggestions to improve the internal and external customer experience to management and through the internal feedback tool.
• Adept in post order services.
• Motivated to increase knowledge of our industry, diverse customers, and business nuances.
• Ability to take on additional assigned tasks.
• Has the knowledge and skills to mentor colleagues effectively.
• 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 Assistant III Performance Progression Plan.
• Consistently meets or exceeds Senior Customer Service Assistant performance metric requirements.

Mouser Electronics, founded in 1964, is a globally authorized distributor of semiconductors and electronic components for over 1,200 industry-leading manufacturer brands. We specialize in the rapid introduction of the newest products and technologies targeting the design engineer and buyer communities.

Mouser has 28 offices located around the globe. We conduct business in 23 different languages and 34 currencies. Our global distribution centre is equipped with state-of-the-art wireless warehouse management systems that enable us to process orders 24/7, and deliver nearly perfect pick-and-ship operations.