Bachelor's Degree or 3 years relevant work experience
Minimum 2 years as Mouser Team Lead for internal candidates
Minimum 3 years in a supervisory role for external candidates
Strong analytical and problem-solving abilities
Excellent communication skills for engaging with diverse levels
Responsibilities
Direct and manage a team of two or more employees
Motivate and coach staff to meet customer service goals
Build and maintain relationships with suppliers and customers
Investigate and resolve complex customer issues
Develop and implement effective sales strategies
Benefits
Professional development opportunities
Flexible work environment
Team-oriented culture
Health and wellness programs
Paid time off and holidays
Full Job Description
Job Description
ACCOUNTABILITIES & ESSENTIAL FUNCTIONS
Customarily and regularly directs the work of two or more full-time employees or their equivalent. Makes suggestions and recommendations for these employees regarding performance and change of status, including transfer, advancement, termination, and hiring.
Accomplishes customer service objectives by motivating, training, coaching, and providing detailed guidance to staff through performance management expectations; develops and maintains productive work teams by hiring qualified personnel and manages staff levels and schedules to ensure customer support coverage; and performs follow up with staff members through monitoring, appraising, and report analytics on all performance metrics.
Establishes and maintains effective relationships with the Mouser Business Development Team, MFG Reps and Suppliers. Assist with special requirements, including sales leads, quotes and expedites. Resolves Supplier and/or Customer issues, determines necessary improvements, and helps to implement change. This includes coordinating activities with the Mouser Product Management Team to ensure continuity with our Suppliers, MFG Reps and Business Development. Establishes and maintains effective relationships with customer and Suppliers. Resolves customer issues, identifies customer service trends, determines necessary improvements, and helps to implement change. Investigates and solves customers' problems, which may be complex or long-standing concerns.
Thoroughly investigates and understands customer processes, buying habits, and organizational structure. Prepares and completes action plans; suggests and drives continual process and procedure improvement for the entire sales organization; and assists Director of Sales or VP of Sales with development of results-oriented sales strategies. Ensures customer service financial objectives are met through sales and margin expectations.
Communicates professionally and clearly with customers and employees by email, phone, and face-to-face. Supports and participates in company total quality process and leads by example through professionalism, attendance expectations, and flexibility.
Responsibilities may include customer site visits when necessary to deliver Mouser's value and discuss potential process based service offerings.
SKILLS & CERTIFICATIONS
Knowledge of Microsoft Office Applications (Excel, PowerPoint, Work and Outlook) at the advanced level
Experience developing and maintaining productive work teams and providing ongoing performance management
Exhibits strong analytical, problem solving, negotiation, organizational, and teaching skills
Read, analyze and interpret scientific and technical journals, financial reports and legal documents
Proficient with writing/creating reports, business correspondence, and presentations
Excellent verbal and non-verbal communication and telephone etiquette. Able to communicate with people at all levels
Able and willing to use our telephone headsets
Detailed and thorough in work habits with multi-tasking ability
Able to work with minimum supervision and make independent judgments
Skill evaluations: Computer Knowledge 80%, Proof Reading 75%, Customer Service 80%, and Typing 35wpm
Has acceptable driving record and can provide current, valid driver's license and current proof of insurance.
Develops and maintains a productive work teams by hiring qualified personnel, training, and managing performance.
Manages teams with integrity, ethical business practices, and in accordance with Mouser policies, procedures, and practices.
Customarily and regularly directs the work of two or more full-time employees or their equivalent. Makes suggestions and recommendation for these employees regarding performance, including hiring, transfer, advancement, and termination.
Manages daily operations to meet department and company objectives.
Works with minimum supervision and makes independent judgments.
Flexible to meet the changing needs of the business and willingness to take on new responsibilities and assignments.
Initiates, establishes and maintains highly effective relationships with internal and external business contacts of various cultures, and at all levels.
Extremely confidential and trustworthy.
Demonstrates knowledge, experience and understanding of critical job function of the team and people management.
Assists management with development of results oriented strategies.
Regular attendance at work is an essential part of the job.
EDUCATION & EXPERIENCE
Bachelor's Degree in any field, or minimum of 3 years prior work experience that is relevant to the team you will manage. Including:
Internal candidates: Minimum 2 years as a highly performing Mouser Team Lead or Supervisor.
External candidates: Minimum 3 years as a supervisor or higher-level management position.
