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.

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:
  • Successful completion of Customer Service Representative I Professional Progression Plan.
  • Consistently meets or exceeds Customer Service Representative II performance metric

requirements.

• Overall Effective Performance as Customer Service Representative I.
• Takes initiative to expand knowledge for position utilizing all available sources.
• External Candidates:
• 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:
• Successful completion of Customer Service Representative II Professional Progression Plan.
• Consistently meets or exceeds Customer Service Representative III performance metric requirements.
• Overall Highly Effective Performance as Customer Service Representative II.
• Supports with updates on work queue status.
• Proven ability to work independently.
• Supports new hires and existing team members (CSR I & II)
• Successful collaboration with others to ensure service excellence requirements are met.
• External candidates:
• 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:
  • Experience can be a combination of internal and external experience.
  • Minimum Highly Effective performance in current role.
• Successful completion of Customer Service Representative III Professional Progression Plan.
• Consistently meets or exceeds Senior Customer Service Representative performance metric requirements.