Job Description

Title: Customer Service Team LeadCustomer Service Team Lead is responsible for managing daily customer service operations and staff in order to ensure service excellence and maximize new business opportunities.ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

• Manages assigned Customer Service office with integrity and ethical business practices, and in accordance with Mouser policies, procedures, and practices. Provides support for other departments and branches as needed. Develops and maintains a productive work team by hiring qualified personnel, training, and managing performance.
• Gratifies and astonishes customers with service excellence. Demonstrates knowledge, experience and understanding of distribution. Develops results-oriented customer service strategies. Manages daily operations to meet department and company objectives, and pursues business opportunities beyond customer requests. Sets and tracks goals.
• Understands and able to correctly work with multiple currencies, profit margins, markups, competitive pricing strategies, and other requirements with regard to processing international orders.
• Expands product knowledge utilizing all available sources. Keeps self current regarding industry trends, practices, news.
• Interacts effectively and professionally with others and able to initiate, establish and maintain highly effective relationships with internal and external business contacts of various cultures.
• Able to communicate with people at all levels.
• Detailed and thorough in work habits with multi-tasking ability.
• Strong analytical, problem solving, negotiation, organizational and teaching skills.
• Works with minimum supervision and makes independent judgments. Accurate, thorough, and timely reports.
• Supports and participates in company total quality process.
• Extremely confidential and trustworthy.
• Arrives on time and works the hours needed.
• Flexible to meet the changing needs of the business and willingness to take on new responsibilities and assignments.

SKILLS & CERTIFICATIONS

• Bilingual - fluent verbal and written in local language and English. Additional languages may be required.
• Proficient typing and math skills including currency conversions and profit margins.
• Professional writing and presentation skills.
• PC experience in a Microsoft Windows environment, proficient with internet email, Microsoft Word, Excel, PowerPoint, Outlook and other software.
• Internet savvy and familiarity with E-Commerce.

EDUCATION & EXPERIENCE

• Bachelors Degree in any field, or m inimum of 3 years prior work experience that is relevant to the team you will supervise. Including:
• Internal candidates: Minimum 1 full year as a highly performing Lead/Coordinator a total of 2 years as a highly performing Mouser employee.
• External candidates: Minimum 2 years as a supervisor or a higher-level management position.

Category: Sales/Customer ServiceThis is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at anytime at its sole discretion based on business needs. Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.

Mouser Electronics