Customer Service Assistant II

Mouser•Mansfield, TX

About The Position

The Customer Service Assistant II (CSA II) role is responsible for providing the highest level of customer service, performing accurate data entry, managing customer requests, and supporting other team members. This position requires strong time management, communication, and problem-solving skills, along with proficiency in various computer programs and software. The CSA II will also be involved in expanding product knowledge and supporting order entry for global regions.

Requirements

High School Diploma or equivalent (CSA I requirement, assumed for CSA II).
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.
Behavioral (80%) skill evaluation.
Written Communication (80%) skill evaluation.
Excel (80%) skill evaluation.
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 to 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.

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.
Proof material entered and generate data reports as required; review discrepancies in data received, request clarification or advise 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 customers 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.