Mouser Electronics
Customer Service Representative
- Compensation
- Not disclosed
- Location
- Minato-Ku, Tokyo, Japan
- Work setup
- Hybrid
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 2+ years
- Category
- Support
- Posted
Must have
- 2+ years customer service experience required. For internal candidates, experience can be a combination of internal and external experience.
- Internal Candidates: Successful completion of Customer Service Representative I Professional Progression Plan. Consistently meets or exceeds Customer Service Representative II performance metric
- Overall Effective Performance as Customer Service Representative I.
- Takes initiative to expand knowledge for position utilizing all available sources.
- External Candidates:
- Exhibits competencies and experience to perform at level II.
- 4+ years customer service experience required. For internal candidates, experience can be a combination of internal and external experience.
- Internal Candidates:
- Successful completion of Customer Service Representative II Professional Progression Plan.
- Consistently meets or exceeds Customer Service Representative III performance metric requirements.
- Overall Highly Effective Performance as Customer Service Representative II.
- Supports with updates on work queue status.
- Proven ability to work independently.
- Supports new hires and existing team members (CSR I & II)
- Successful collaboration with others to ensure service excellence requirements are met.
- External candidates:
- Exhibits competencies and experience to perform at level III.
- 6+ years customer service experience required.
- Internal candidates: Experience can be a combination of internal and external experience. Minimum Highly Effective performance in current role.
- Successful completion of Customer Service Representative III Professional Progression Plan.
- Consistently meets or exceeds Senior Customer Service Representative performance metric requirements.
Full description
ACCOUNTABILITIES & ESSENTIAL FUNCTIONS
- Provides optimal customer experience, exhibiting Mouser values to each customer.
- Accurately processes various types of customer requests, including but not limited to orders,
special handling, quotes, returns, catalogs, samples, product information, and information
regarding Mouser services.
- Determines customer expectations and provides options to meet their needs.
- Generates new and repeat business through customer service initiatives and offering
associated products and promotional items.
- Follows up with customers to ensure on going customer satisfaction.
- Promotes and maintains high standards of quality and service excellence.
- Processes work in a timely manner and meets daily productivity objectives; displays a sense of
urgency while achieving quality and productivity goals.
- Researches and expedites customer requests.
- Monitors and ensures delivery date and product quality to meet customer requirements.
- Provides price and delivery quotes to customer within company specified deadlines.
- Understands and is able to correctly work with multiple currencies and other requirements with
regard to processing international orders.
- Effective time management and planning/organizing skills.
- Self-motivated and results oriented.
- Effective interaction with individuals and groups both inside and outside of the organization
and works effectively as a team contributor on all assignments.
- Maintains a high level of commitment to achieve goals.
- Effective performance independently or as part of a team.
- Ability to build relationships with key customers, pro-active approach to customer service.
- Strong analytical, problem solving and negotiation skills, and analyzes the impact of decisions
before execution.
- Supports local Customer Service teams, and provides support for other teams when needed.
- Provides Chat support as required, local language plus other required languages.
- Regular attendance at work is an essential part of the job.
- Adapts to changing situations and restructures tasks and priorities as changes occur within the
- business and organization.
- Works well under the pressure of deadlines.
- Supports and participates in the company's total quality and customer service expectations.
- Understands the business and customer needs and provides constructive feedback using the internal feedback tool.