Customer Service Coordinator

Mouser•Mansfield, TX

13d

About The Position

This role involves being a team player and role model, motivating teams to provide excellent customer service. The coordinator will be excellent in training, floor coaching, and providing detailed guidance in a positive working environment. They will assist with the development of results-oriented customer service strategies and inspire positive change in others. The role includes coaching and assisting customer service staff with determining customer needs and providing service beyond customer-initiated requests. Feedback will be provided to management for trends on training needs, process improvements, and performance management. The coordinator will support and participate in the company's total quality process, demonstrating appropriate communication styles, strong presentation skills, good judgment, and analytical, problem-solving, and negotiation skills. They will lead with integrity and ethical business practices, working with minimum supervision and exhibiting potential for management. The role oversees daily workflow and projects for the team, acting as a subject matter expert and fostering a learning environment. Independent judgments will be made, and assistance will be provided to management in developing processes and project management. Effective relationships with business contacts of various cultures and levels will be established and maintained. Flexibility to meet changing business needs and a willingness to take on new responsibilities are essential. Regular attendance is required.

Requirements

Behavioral skills (80%)
Written Communication skills (80%)
Excel skills (80%)
Thorough knowledge of processes, systems, and programs used by Mouser customer service and how they interact with other departments.
Desire, personality, and ability to sell and interact directly with customers and other business associates.
Strong teaching, analytical, problem solving, negotiation, time management, and organizational skills.
Ability to effectively manage projects, analyze training needs, processes and systems and make recommendations for improvement.
Excellent communication and presentation skills, verbal and non-verbal.
PC experience in a Microsoft Windows environment, proficient with internet e-mail, Microsoft Word, Excel, Power Point, Outlook, and other software.
Proficient typing, excel and math skills, including currency conversions and profit margins.
Ability and willing to use Mouser's telephone headsets, exhibit courteous phone voice, and phone hearing, if applicable.
Internal candidates: Minimum 1 year as a highly performing Mouser employee.
External candidates: Minimum 2 years prior work experience that is relevant to the team you will lead.
6+ years experience in critical job functions of the team; can be combination of internal and external experience.

Nice To Haves

Exhibits the potential to develop into a management position.

Responsibilities

Motivate teams to provide excellent customer service.
Provide training, floor coaching, and detailed guidance.
Develop results-oriented customer service strategies.
Coach and assist customer service staff with determining customer needs and providing service beyond customer-initiated requests.
Provide feedback to management for trends on training needs, process improvements, and performance management.
Support and participate in company total quality process.
Oversee daily workflow and projects for the team.
Act as a subject matter expert for team job functions.
Foster a learning environment and mentor team members.
Assist management with development of results-oriented processes and project management.
Initiate, establish, and maintain highly effective relationships with business contacts.
Take on new responsibilities and assignments as needed.