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:

oSuccessful completion of Customer Service Representative I Professional Progression Plan.

oConsistently meets or exceeds Customer Service Representative II performance metric

requirements.

oOverall Effective Performance as Customer Service Representative I.

oTakes initiative to expand knowledge for position utilizing all available sources.

·External Candidates:

oExhibits 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:

oSuccessful completion of Customer Service Representative II Professional Progression Plan.

oConsistently meets or exceeds Customer Service Representative III performance metric requirements.

oOverall Highly Effective Performance as Customer Service Representative II.

oSupports with updates on work queue status.

oProven ability to work independently.

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

oSuccessful collaboration with others to ensure service excellence requirements are met.

·External candidates:

oExhibits 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:

oExperience can be a combination of internal and external experience.

oMinimum Highly Effective performance in current role.

oSuccessful completion of Customer Service Representative III Professional Progression Plan.

oConsistently meets or exceeds Senior Customer Service Representative performance metric requirements.