Canada 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.

 

JOB LEVELS

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:

o   Successful completion of Customer Service Representative I Professional Progression Plan.

o   Consistently meets or exceeds Customer Service Representative II performance metric

requirements.

o   Overall Effective Performance as Customer Service Representative I.

o   Takes initiative to expand knowledge for position utilizing all available sources.

·        External Candidates:

o   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:

o  Successful completion of Customer Service Representative II Professional Progression Plan.

o  Consistently meets or exceeds Customer Service Representative III performance metric requirements.

o  Overall Highly Effective Performance as Customer Service Representative II.

o  Supports with updates on work queue status.

o  Proven ability to work independently.

o  Supports new hires and existing team members (CSR I & II)

o  Successful collaboration with others to ensure service excellence requirements are met.

·        External candidates:

o  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:

o   Experience can be a combination of internal and external experience.

o   Minimum Highly Effective performance in current role.

o    Successful completion of Customer Service Representative III Professional Progression Plan.

o    Consistently meets or exceeds Senior Customer Service Representative performance metric requirements.