Customer Accounts Supervisor

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

• Collects, analyzes, and interprets performance reporting, and presents to management
• Utilizes performance data to make recommendations for process improvements to meet department and company objectives.
• Regularly provides feedback and coaching to staff in a team or one-on-one setting.
• Assists with scheduling and attendance of staff to ensure adequate coverage for workflow.
• Provides insight to managers on hiring decisions, employee performance improvement, and staff development.
• Routinely handles customer escalations.
• Supports and participates in company total quality process.
• Detailed and thorough in work habits with multitasking ability to make independent judgements.
• Provides Customer Account Coordinators with clear expectations, detailed guidance, support, training, and leadership tools.
• Acts as team player/leader with strong communication and leadership abilities.
• 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 functions of the team.
• Assists management with development of results oriented strategies.
• Regular attendance at work is an essential part of the job.

SKILLS & CERTIFICATIONS

• Skill evaluation: Behavioral (80%)
• Ability to make correct decisions based on reviewing factual customer information and pre-set guidelines.
• Experienced in and highly proficient at all credit functions.
• Exhibits strong analytical, problem solving and negotiation skills.
• Able to interpret spreadsheets, printed reports, and performance databases to determine best course of action to achieve total quality processes.
• Able to type data and use a PC for long periods of time.
• Strong presentation and coaching skills.
• Knowledge of Microsoft Office Applications (Excel, PowerPoint, Word, Visio, and Outlook.

EDUCATION & EXPERIENCE

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

Including

• Internal candidates: Minimum 1 year as a highly performing Lead/Coordinator or a total of 2 years as a highly performing Mouser employee.
• External candidates: Minimum 2 years as a supervisor or higher-level management position