Customer Service Operations Manager

1 month ago

Bengaluru, Karnataka, India Mouser Electronics Full time

Job Title: Customer Service Manager

Location: India

Mouser Electronics is seeking a highly skilled Customer Service Manager to lead our customer service operations in India. As a key member of our team, you will be responsible for managing, developing, and evaluating daily customer service operations and staff to ensure service excellence and maximize new business opportunities.

Key Responsibilities:

  • Establish and maintain effective relationships with customers and suppliers.
  • Resolve customer issues, identify customer service trends, determine necessary improvements, and help implement change.
  • Investigate and solve customers' problems, which may be complex or longstanding concerns.
  • Understand and correctly work with multiple currencies, profit margins, markups, competitive pricing strategies, and other requirements regarding processing international orders.
  • Expand 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 produce 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 team 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 recommendations 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.

Requirements:

  • 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 and Experience:

  • Bachelor's Degree in any field or minimum of 3 years prior work experience that is relevant to the team you will manage.
  • 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 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.

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