Customer Service Coordinator

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS Team player and role model who motivates teams to provide excellent customer service. Excellent in training, floor coaching and providing detailed guidance in a positive working environment. Assists with development of results-oriented customer service strategies and inspires positive change in others. Coaches, and assists customer service staff with determining customer needs, providing customer service beyond customer-initiated requests. Provides feedback to management for trends on training needs, process improvements and performance management. Supports and participates in company total quality process. Able to discern appropriate communication style to utilize in each situation or with each person. Highly effective communication skills with all levels of individuals and groups inside and outside the organization. Able and confident in communications with people at all levels. Strong presentation skills. Uses good judgment and analyzes the impact of decisions and responses before execution. Strong analytical, problem solving and negotiation skills. Detailed and thorough in work habits with multi-tasking Leads with integrity and ethical business practices, and in accordance with Mouser policies, procedures, and practices. Confidential and trustworthy. Works with minimum supervision. Exhibits the potential to develop into a management position. Oversees daily workflow and projects for team. Subject matter expert for team job functions. Fosters a learning environment and mentors team members. Works with minimum supervision and makes independent judgments. Assists management with development of results-oriented processes and project management. Initiates, establishes, and maintains highly effective relationships with business contacts of various cultures, and at all levels. Flexible to meet the changing needs of the business and willingness to take on new responsibilities and assignments. Extremely confidential and trustworthy. Regular attendance at work is an essential part of the job. SKILLS & CERTIFICATIONS Skill evaluation: Behavioral (80%); Written Communication (80%), Excel (80%) Thorough knowledge of processes, systems and programs used by Mouser customer service and how they interact with other departments. Desire, personality, and ability to sell and interact directly with 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. PC experience in a Microsoft Windows environment, proficient with internet e-mail, Microsoft Word, Excel, Power Point, Outlook, and other software. Proficient typing, excel and math skills, including currency conversions and profit margins Ability and willing to use Mouser's telephone headsets, exhibit courteous phone voice, and phone hearing, if applicable. EDUCATION & EXPERIENCE Internal candidates: Minimum 1 year as a highly performing Mouser employee. External candidates: Minimum 2 years prior work experience that is relevant to the team you will lead. 6+ years experience in critical job functions of the team; can be combination of internal and external experience.