Customer Service Assistant I

Title: Customer Service Assistant
Location: Mansfield, TX

The Customer Service Assistant role is responsible for supporting department objectives by entering and retrieving data through Mouser software systems and supporting customer service initiatives.

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

*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
*Skill evaluation: Computer Knowledge 80%, Proof Reading 75%, Customer Service 80%, and Typing 35 WPM
*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

JOB LEVELS

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.

CSA III
*Support peers in learning and building proficiency in Mouser knowledge, Customer service and service excellence skills
*Participate in and suggest process and standard improvements to build the skills and practice of CSA.
*PPM score must be below 500 (Order mgt) / not more than 8 errors/year on DC, quotes, and web admin
*CSA assessment score must be 100% and above
*Exposure on PPM's research, Quality check, hold reasons
*Knowledge on overall team performance
*Back up of Sr. CSA

Requirements
*Measured success in all CSA I and II activities
*4+ years CSA I and II experience required. For internal candidates, experience can be a combination of internal and external experience.

Senior CSA
*Provide timely input and review of orders with the CSA staff to identify trends with errors for individuals and groups
*Assist CSA's with questions about Purchase Orders and proactively inquire with CSAs regarding active orders
*Perform detailed review of specific order for CSA Team by tracking errors clearly and consistently provide accurate information and answers to CSA's for ongoing growth and development
*Seek continual knowledge regarding order entry process and ongoing development
*Resolve issues that come through the Order Assist queue that do not require customer contact
*Assist CSA Supervisor in researching errors and monitor workflow as backup support to the CSA Supervisor
*Perform training sessions during team excellence meetings when necessary
*Able to provide order entry input at a high level of production with low errors
*Team subject matter expert

Requirements
*6+ years as a CSA I, II, and III experience required.
*Internal candidates:

oExperience can be a combination of internal and external experience including mastery of CSA Level I, II, and III position.
oMinimum Highly Effective performance in current role.

*Supervisor and Management Recommendation

Equal Opportunity Employer, including disability and veterans.

This is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at anytime at its sole discretion based on business needs. Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.