Job Information
Mouser Electronics Inc. Customer Service Representative in TOKYO, Japan
Customer Service Representative
Location TOKYO JAPAN
Hours Needed M-F 9:00AM-6:00PM
Requisition Number 17309
Apply Now (https://phf.tbe.taleo.net/phf03/ats/careers/v2/applyRequisition?org=MOUSER&cws=40&rid=17309)
Scope
The Customer Service Representative is responsible for providing service excellence to customers by processing orders, quotes and assisting with all other customer needs, to provide optimal customer experience, and supporting customer service initiatives.
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 regarding Mouser services.
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.
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.
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.
Ability to type data for long periods of time.
Proficient typing and math.
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.
Neat and legible handwriting.
JOB LEVELS
Customer Service Representative I
Exhibits the desire to provide excellent service, carry out correspondences in a professional and courteous manner, and interact directly with customers as needed.
Exhibits desire 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 Development 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 Development Plan.
Consistently meets or exceeds Customer Service Representative III performance metric requirements.
Overall Highly Effective Performance as Customer Service Representative II. o Proven ability to work independently.
Successful collaboration with others to ensure service excellence requirements are met.
External Candidates:
Exhibits competencies and experience to perform at level III.
Senior Customer Service Representative
Successfully performs all Customer Service duties.
Actively supports the team by providing assistance for complex or uncommon requests and best practices.
Liaison with other teams for assistance when needed for ensuring service excellence.
Supports local CS training needs when necessary.
Ensures workflow is maintained if coordinator and management are not available Team subject matter expert.
Requirements
6+ years customer service experience required.
Internal candidates:
Experience can be a combination of internal and external experience. o Minimum Highly Effective performance in current role. o Successful completion of Customer Service Representative III Development Plan.
Consistently meets or exceeds Senior Customer Service Representative performance metric requirements.
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Cat egory:Sales/Customer Service
REPORTING STRUCTURE:
This 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 any time 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 endeavors to make its Career page accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Human Resources at (817) 804-3850 or hr@mouser.com . This contact information is for accommodation requests only and cannot be used to apply for positions or to inquire about the status of applications.
Mouser is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click HERE (https://www.mouser.com/pdfdocs/eeo-policy-statement.pdf) . If you would like more information on your EEO rights under the law, please click HERE (https://www.mouser.com/pdfdocs/eeo-poster.pdf) .