Customer Service Manager

3 weeks ago

Bengaluru, Karnataka, India Mouser Electronics Full time

JOB DESCRIPTION
Title: Customer Service Manager
Location: India

Customer Service Managers are responsible for managing, developing and evaluating daily customer service operations and staff in order to ensure service excellence and maximize new business opportunities

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

Establishes and maintains effective relationships with customers 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 longstanding concerns. Understands and can correctly work with multiple currencies, profit margins, markups, competitive pricing strategies, and other requirements regarding processing international orders. Expands product knowledge utilizing all available sources and keep current regarding industry trends, practices and news. Detailed and thorough in work habits with multi-tasking ability. Strong analytical, problem solving, negotiation, organizational and teaching skills. Accurate, thorough and produces timely reports.  Supports and participates in company total quality process. Flexible to meet the changing needs of the business and willingness to take on new responsibilities and assignments. Valid driver's license, proof of insurance and good driving record. Available and willing to travel if needed, including internationally. Valid passport and other required documents for travel. 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. 

SKILLS & CERTIFICATIONS

Bilingual – fluent verbal and written in local language and English. Additional languages may be required. Proficient typing and math skills including currency conversions and profit margins. Proficient with writing/creating reports, business correspondence, and presentations. Professional writing and presentation skills. Experience developing and maintaining productive work teams and providing ongoing performance management. Exhibits strong analytical, problem solving, negotiation, organizational, and teaching skills. PC experience in a Microsoft Windows environment, proficient with internet email, Microsoft Word, Excel, PowerPoint, Outlook and other software. Internet savvy and familiarity with E-Commerce. 

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

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 anytime 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.

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