Customer Service Assistant II

Mouser•Mansfield, TX

7d•Onsite

About The Position

This role is for a Customer Service Assistant II (CSA II) who will provide support for CSA staff/peers on best practices. The position requires meeting productivity requirements of 8 orders/hour for Order Management and 60 orders/hour for Web Administration, with a PPM score below 700. The CSA II must achieve a 100% or above on the CSA II assessment and be cross-trained on at least one additional sub-function. This role also involves supporting the supervisor with work queue status updates and assisting new or existing team members in improving their performance.

Requirements

Successful completion of CSA Training
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.
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
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
Must be a U.S person within the meaning of ITAR (U.S. Citizen, U.S. permanent resident, political asylee, or refugee)
Must be at least 18 years of age

Responsibilities

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 needed; 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
Provide support for CSA staff / peers on best practices.
Supports supervisor with updates on work queue status, in regular intervals
Supports new joiners or existing team members to improve their performance
Other duties as assigned