ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

• Team player and role model who motivates teams to provide excellent customer service.
• Assists with development of customer service strategies and inspires positive change in others.
• Coaches, and assists customer service staff with determining customer needs and providing customer service beyond customer initiated requests.
• Responsible for editing, updating, and suggesting improvements to customer service processes and procedures. Works directly with Customer Service Management to help with monitoring and enhancing service excellence.
• Provides feedback to management for trends on training needs, process improvements and performance management.
• Uses good judgment and analyzes the impact of decisions and responses before execution.
• Delivers training in variety of formats: presenting to class, one on one, or via electronic communication.
• Confidential and trustworthy

SKILLS & CERTIFICATIONS

• Desire, personality, and ability to interact directly with Internal and External 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, with all levels of individuals and groups, including in a telephone environment.
• Fluent verbal and written in local language and English. Additional languages would be a plus.
• Demonstrates a positive attitude toward self and others.
• PC experience in a Microsoft Windows environment, proficient with MS Office and other software.
• Detailed and thorough in work habits with multi-tasking ability

Service Excellence & Training Specialist I

• Exhibits the desire to provide excellent service.
• Supports with development of results-oriented customer service.
• Responsible for improving customer interactions in terms of calls, emails, & chats; Reviews customer service processes for quality
• Works under close supervision.
• Exhibits desire and ability to advance.

Requirements

Bachelor’s Degree in business, Customer Service, or related field.

Service Excellence & Training Specialist II

• Performs the job’s tasks independently per defined procedures or guidelines and adheres to Mouser standards.
• Self-motivated and results oriented.
• Effective performance independently or as part of a team.

Requirements

• 2+ years customer service, service excellence and/or training experience required. For internal candidates, experience can be a combination of internal and external experience.
• Consistently meets or exceed Service Excellence & Training Specialist II performance requirements.

Service Excellence & Training Coordinator

• Excellent in training, coaching, and providing detailed guidance in a positive working environment.
• Responsible for monitoring customer interactions for calls, emails, & chats; reviews customer service calls, emails, and chats to ensure a consistent customer experience.
• Able to discern appropriate communication style to utilize in each situation or with each person.
• Has through knowledge of the job.
• Demonstrates advanced job skills.
• Successfully complete complex job tasks and resolved complex issues.
• Available for some travel.

Requirements

• 4+ years customer service, service excellence and/or training experience required. For internal candidates, experience can be a combination of internal and external experience.
• Consistently meets or exceed Service Excellence & Training Coordinator performance requirements.

Senior Service Excellence & Training Coordinator

• Successfully analyzes complex issues and proposes sound, forwarding thinking solutions.
• Supports management with coordination of Service Excellence & Training teamwork when needed.
• Team subject matter expert.

Requirements

• 6+ years customer service, service excellence and/or training experience required.
• Internal candidates:
  • Experience can be a combination of internal and external experience.
  • Minimum Highly Effective performance in current role.

Mouser Electronics, founded in 1964, is a globally authorized distributor of semiconductors and electronic components for over 1,200 industry-leading manufacturer brands. We specialize in the rapid introduction of the newest products and technologies targeting the design engineer and buyer communities.

Mouser has 28 offices located around the globe. We conduct business in 23 different languages and 34 currencies. Our global distribution centre is equipped with state-of-the-art wireless warehouse management systems that enable us to process orders 24/7, and deliver nearly perfect pick-and-ship operations.