Customer Service Assistant II

About Us

Mouser Electronics is an award-winning, global distributor of semiconductors and electronic components that ships to over 650,000 customers in 223 countries/territories from its one million sq. ft. state-of-the-art facility in Mansfield, Texas. Mouser.com features more than 6.8 million products online from more than 1,200 leading manufacturers. Employees enjoy competitive pay and benefits, a business casual dress environment, and a state-of-the-art facility.

Responsibilities

• Provide the highest level of customer service.
• Perform data entry accurately and efficiently using various computer programs, word processing, spreadsheet, or database commands; format material as required.
• Proof material entered and generate data reports as required; review discrepancies in data received, request clarification, or advise supervisor of issues related to data.
• File, keep records, and prepare/transmit/sort/distribute facsimiles, mail, e-mail, and reports as needed.
• Research and expedite customer requests. Monitor and ensure delivery date and product quality to meet customer requirements.
• Verify and process customer requests correctly. Provide price and delivery quotes to customers within company-specified deadlines.
• Demonstrate effective time management and planning/organizing skills.
• Work effectively with other members of the team. Maintain a high level of commitment to achieve goals.
• Promote and maintain high standards of quality and service excellence.
• Take initiative to expand knowledge for the position utilizing all available sources.
• Provide information regarding availability of in-stock and out-of-stock items and assist in order entry work for all regions globally.
• Accurately process customer transactions such as orders and quotes via email or Mouser web tool.
• Expand overall Mouser and product knowledge utilizing all available sources.
• Maintain regular attendance at work.
• Support local Customer Service teams and provide support for other teams when needed.
• Other duties as assigned.

Requirements

• High School Diploma or equivalent.
• Measured success in all CSA I job activities.
• 2+ years CSA I experience required. For internal candidates, experience can be a combination of internal and external experience.

CSA II Additional Requirements

• Provide support for CSA staff/peers on best practices.
• Productivity requirement: 8 orders/hour (Order management) and 60 orders/hour (Web admin).
• PPM score must be below 700 (Order management).
• CSA II assessment score must be 100% and above.
• Cross-trained on at least one or more sub-functions apart from the primary process.
• Supports supervisor with updates on work queue status at regular intervals.
• Supports new joiners or existing team members to improve their performance.

Skills & Qualifications

• Skill evaluation: Behavioral (80%); Written Communication (80%), Excel (80%).
• Ability and desire to provide excellent customer service.
• Proficient in using personal computers, data entry terminals, and other common office equipment and software.
• Exhibit the potential and desire to advance to other positions.
• Exhibit strong analytical, problem-solving, and negotiation skills, and analyze the impact of decisions before execution.
• Ability to type data for long periods of time.
• Proficient typing, math, and writing skills.
• 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 be trained to speak to customers using a telephone headset.
• Professional verbal and written communication skills in English, including in a telephone environment.
• Self-motivated and results-oriented.
• Able to work independently or as part of a team.
• Able to work well under pressure of deadlines.