Customer Service Representative I

Mouser•Mansfield, TX

About The Position

The Customer Service Representative I is responsible for accurately entering orders, providing product information, and resolving customer needs. This role requires effective communication, computer proficiency, and a strong focus on customer service excellence. The representative will also be involved in sales activities such as cross-selling and up-selling, while maintaining a positive attitude and expanding product knowledge.

Requirements

Successful completion of CSA and CSR Training.
Ability to comprehend and easily maneuver through various computer programs.
Meet or exceed all required performance metrics.
Communicate any barriers that prevent meeting expectations in a timely manner and with excellence.
Always consider the impact of decisions before execution.
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 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

Receive and accurately enter orders via phone or email, verifying all material entered and identifying discrepancies.
Provide basic product information to customers, including part compatibility, price, and availability.
Determine customer expectations and provide options for resolution to meet their needs.
Maintain specified pricing guidelines and obtain management approval for exceptions.
Retain current customer contacts and expand product knowledge.
Adhere to the required daily work schedule and be flexible based on business needs.
Generate new and repeat sales by providing product and technical information.
Accurately process customer transactions such as orders, quotes, and other customer requests.
Make suggestions and pursue sales possibilities beyond customer-initiated requests.
Increase sales and average order size through cross-selling, up-selling, and add-on sales.
Interact effectively and maintain a professional manner and positive attitude with internal and external contacts.
Support local Customer Service teams and other teams when needed.
Attend work regularly as an essential part of the job.