Customer Service Representative I

Mouser•Mansfield, TX

About The Position

The Customer Service Representative I role is focused on providing excellent customer service by accurately processing orders received via phone or email. This involves verifying order details, identifying discrepancies, and clarifying issues according to departmental procedures. The representative is expected to provide basic product information, determine customer expectations, and offer resolutions. A key aspect of the role is maintaining specified pricing guidelines and obtaining management approvals for exceptions. The position also involves generating new and repeat sales through timely product and technical information, processing customer transactions with a focus on service excellence, and actively pursuing sales possibilities through cross-selling, up-selling, and add-on sales. The role requires a positive attitude, effective interaction with internal and external contacts, continuous expansion of product knowledge, and support for local and other Customer Service teams.

Requirements

Skill evaluation: Behavioral (80%); Written Communication (80%), Excel (80%)
Ability to communicate effectively through verbal and written skills
Effective listening skills
Ability to use, read and interpret spreadsheets, printed reports, and a dual terminal screen
Ability to work independently or as a part of a team
Ability to work under the pressure of deadlines
Ability to find issues and resolve them with provided resources
Basic internet and web browsing familiarity
Exhibits the potential and desire to advance to other positions
PC experience in a Microsoft Windows environment, proficient with internet e-mail, Microsoft Word, Excel, Outlook, and other software
Exhibits critical thinking, strong analytical, problem solving and negotiation skills
Ability to adapt to changing customer circumstances and needs is a must
High School Diploma or equivalent

Responsibilities

Successful completion of CSA and CSR Training is key
Receive and ensure orders are entered accurately via phone or email by reviewing and verifying all material entered, identifying discrepancies, and requesting clarification of issues related to order information according to departmental procedures
Able to comprehend and easily maneuver through various computer programs
Meet or exceed all required performance metrics and communicate any barriers that prevents being able to meet expectations in a timely manner and with excellence
Provide basic product information to customers, such as part compatibility, price, availability, etc.
Determine customer expectations and provide options for resolution to meet their needs
Maintain specified pricing guidelines and obtain approvals from Management for any exceptions
Retain current customer contacts and expand product knowledge utilizing all available resources
Always consider the impact of decisions before execution
Adhere to the required daily work schedule and be flexible based on the needs of the business
Generate new and repeat sales by providing product and technical information in a timely manner
Accurately process customer transactions such as orders, quotes and/or other customer requests with a strong focus on service excellence and a sense of ownership
Make suggestions and pursues sales possibilities beyond customer-initiated requests
Increase sales and average order size by means of cross-selling, up-selling and add-on sales
Constantly demonstrates a positive attitude toward self and others by interacting effectively and maintains professional manner and positive attitude through verbal and written contacts with external and internal contacts.
Expands product knowledge utilizing all available sources.
Supports local Customer Service teams and provides support for other teams when needed.
Regular attendance at work is an essential part of the job.