- Sponsorship Available No Sponsorship Available for this Opening

Job 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
- 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.
- Trustworthy and maintains confidentiality.

Other duties as assigned.

SKILLS & CERTIFICATIONS

- Professional verbal and written communication in local language (minimum), including in a telephone environment. Additional languages may be required.
- Fluent reading and writing in English.
- PC experience in a Microsoft Windows environment, proficient with internet, Microsoft Word, Excel, Outlook, and other software.
- Ability to use, read,



and interpret spreadsheets, printed reports, and a dual terminal screen.
- Able and willing to use our telephone headsets.

JOB LEVELS

Customer Service Representative I

- Exhibits the desire to provide excellent service, carry out correspondences in a qualified and courteous manner, and interact directly with customers as needed.
- Exhibits motivation and ability to advance.

Customer Service Representative II

Requirements

- 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 requirements.
- 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.

Customer Service Representative III

Requirements

- 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 Qualified Progression Plan.
- Consistently meets or exceeds Customer Service Representative III performance metric requirements.
- Overall Highly Effective Performance as Customer Service Representative II.
- Support

📌 Canada Customer Service Representative (Kitchener)
🏢 Mouser
📍 Kitchener