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.