Mouser Electronics

The Service Excellence & Training Team provides quality assurance, detailed guidance, coaching, and training on sales processes, programs and systems in a manner which ensures total quality and exceptional customer service.

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