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.