Customer Service Assistant II

Job Title

Job Identification 31208

Job Category Sales-Customer Service

Job Schedule Full time

Job Shift Day

Locations MANSFIELD TEXAS (Hybrid)

Shift Start Time 9:00 AM

Shift End Time 6:00 PM

Job Description

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.

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 is an award-winning website that features more than 6.8 million products online from more than 1,200 leading manufacturers. Mouser employees enjoy competitive pay and benefits, a business casual dress environment, a state-of-the-art facility in which to work, and an experienced management team with vision and a passion for growth. Mouser has built upon 60 years of growth and success in the electronic components distribution industry and is a TTI, Inc./Berkshire Hathaway Company. Mouser Electronics, a TTI, Inc. company, is an Equal Employment Opportunity employer committed to providing equal opportunity in all of our employment practices, including selection, hiring, assignment, re-assignment, promotion, transfer, compensation, discipline, and termination. The Company prohibits discrimination, harassment, and retaliation in employment based on race; color; religion; genetic information; national origin; sex; sexual orientation; gender identity; pregnancy, childbirth, or related medical conditions; age; disability or handicap; citizenship status; service member status; or any other category protected by federal, state/provincial or local law. Attention Applicants: If you are an individual with a disability and require reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use our online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact View email address on click.appcast.io or at View phone number on click.appcast.io for assistance with accommodation. Some positions posted may require the use of information or access to hardware that is subject to the International Traffic in Arms Regulation (ITAR). Any applicant to these openings must be a U.S person within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. permanent resident (i.e., green card holder), political asylee, or refugee. All applicants must be at least 18 years of age. Mouser Electronics, Inc. is an Equal Opportunity Employer - A Notice to All Employees & Applicants For more information on your Equal Opportunity Rights or other important Employment Rights in the USA, read "Know Your Rights: Workplace Discrimination is Illegal" poster, E-Verify Participation Notice (English/Spanish), Right to Work Notice (English/Spanish), FMLA General Notice, U.S. Job Applicant Privacy Notice.