Customer Service Assistant II

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

Successful completion of CSA Training Provide the highest level of customer service Perform data entry accurately and efficiently using various computer programs, word processing, spreadsheet, or database commands; formats material as required Proofs material entered and generates data reports as required; reviews discrepancies in data received, requests clarification or advises 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 customer 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 position utilizing all available sources Provide information regarding availability of in stock and out of stock items and help in order entry work for all regions globally Accurately process customer transactions such as orders, 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

SKILLS & CERTIFICATIONS

Skill evaluation: Behavioral (80%); Written Communication (80%), Excel (80%) Ability and desire to provide excellent customer service Proficient in using personal computer, data entry terminal 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 analyzes the impact of decisions before execution Ability 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 CSA I Requirements High School Diploma or equivalent CSA II Provide support for CSA staff / peers on best practices. Productivity requirement - 8 orders/hour (Order mgt) and 60 orders/hour (Web admin) PPM score must be below 700 (Order mgt) 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, in regular intervals Supports new joiners or existing team members to improve their performance Requirements 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.