Global Customer Support - Customer Service
Full Time
Thief River Falls, MN 56701
Posted
Job description
Digi-Key is one of the fastest growing distributors of electronic components in the world. In addition to offering the broadest selection of in-stock electronic components and providing the best service possible to customers, employees have access to a highly competitive benefits package. The package includes a comprehensive health insurance plan featuring a low co-pay and no deductible plan as well as dental, vision, life, and long-term disability coverage; flexible spending accounts; competitive paid time off; relocation assistance; 401(k) and profit sharing; and education advancement.
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INCENTIVES FOR FULL TIME CANDIDATES
$18.00 Day Shift Starting Wage
$20.00 Evening & Overnight Starting Wage
$2,000 Sign On Bonus (Paid after 90 Days of employment)
$1,000 Relocation Bonus (Paid immediately after proof of residency)
INCENTIVES FOR PART TIME CANDIDATES
$16.15 Starting wage
$500 Sign On Bonus (Paid immediately on first Payroll)
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Monday - Friday - 8:30am - 5:00pm
The start date is March 6th, 2023
Position Overview
The Customer Service Representative is accountable, as part of a team, for supporting and interacting with Digi Key's International and domestic teams. with in-depth knowledge of company products and services. This position proactively provides information and education to customers, as appropriate, about a variety of products & self-service programs Digi-Key offers in a variety of mediums including telephone/email/chat/text.
This is exclusively an essential onsite role, it does require onsite attendance in Thief River falls
Responsibilities
Must be able to…
- SPOC (Single point of contact) for any order inquiries submitted by internal or external persons after purchase order is originally submitted (e.g. shipping, barcoding, promo orders, courier exceptions, recall inquiries)
- Enter data into specified systems with goal of 100% accuracy
- Responds to customer inquiries within a call center environment (e.g. webchat, fax, email, text & phone)
- Serve as a customer advocate by identifying underlying customer needs and guiding them to appropriate resources or programs
- Deliver accurate information to customers in accordance with performance goals and objectives (e.g. Mass Notifications - weather, courier exceptions, recalls, etc.)
- Take orders if necessary
- Provide information to customers to support them in their order decisions
- Update customer information in system as needed
- Log detailed description of unresolved issues into WinDecs and manage to closure
- Must maintain a strict standard of confidentiality to ensure that our customers protected information is secure
- Understand Digi-Key's digital platforms helping customers with logging in and ability to navigate to any products within the site including events, tools, training and development, technical publications, self service tools, etc.
- Perform outbound communications via phone/email/chat/text/fax, as needed, to complete the fulfillment of requests and follow up on inquiries
- Effectively and efficiently communicate with customers by adhering to established call center protocols and performance standards
- Update information in administrative and workflow systems to process customer requests within established time and quality standards
- Remain current on changes and updates for products, processes, and operational procedures to ensure compliance with all required regulations and standards
- Must maintain strict adherence to schedule, have excellent time management skills, and be energized by front-line customer service delivery in a fast-paced environment
- Knowledge of all Digi-Key departments who support the customer
- Understand Digi-Key's categories of business and the types of customers we serve
- Work with Trade Compliance team during customer service process to ensure adhering to local, state, country laws
- Verify routing profiles/information for order processing
- Builds and maintains business relationship with customers by providing prompt and accurate service so as to promote customer loyalty
- Support the Foreign Sales Offices/field personnel as needed; answer questions, process/assist with requests, escalate to Supervisor or Customer Service Management as needed
Other typical tasks may also include...
- Keep Customer Profiles up to date
- Participate in staff meetings and attends other meetings and seminars as needed/requested
- Take notes and helps execute activities that results from Customer Service efforts
- Take on additional responsibilities from the Specialists|Experts
- May participate in job shadow activities of other Customer Service staff or other areas of the company as requested
- May participate in User Acceptance Testing
- May participate in the creation of training & documentation of processes as well as the facilitation of training
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Required Knowledge, Skills and Experience
Minimum/Essential Qualifications:
- Digi-Key sales experience within the last 18 months
- High School, GED, or equivalent diploma or 5+ of years of relevant work experience
- Successful completion of the training provided (system 'know-how' & customer service 'know-how')
- 1-2+ years of experience working at Digi-Key with experience in Customer Experience (global sales, customer service and/or quotes) or relevant industry experience
- Proficiency in windows based software
- Demonstrated skills as an empathetic and compassionate communicator
- Demonstrated ability to quickly gain customer trust and confidence
- Demonstrated PC navigation and data entry skills
- Demonstrated ability to work under pressure or in stressful situations based on customer interaction and deadlines
- Strong interpersonal & written communication skills
- Excellent Problem Solving Skills
- Attaining full proficiency in area of discipline
- Generally, spend the workday sitting at a workstation and operating computer devices, such as, but not limited to keyboard, mouse and screen
- Generally, spend the workday performing repetitive motions that involve or affect the hands, head, and other parts of your body
- Must be able to demonstrate the following behavioral competencies; attention to detail, customer/client focus, ethical conduct, initiative, manages execution, personal effectiveness/credibility, positive attitude, and professionalism
Preferred Qualifications:
- Base understanding of the various functions of Digi-Key and the industry Digi-Key operates in Base knowledge of Digi-Key brand and its principles
Digi‑Key Electronics is an Equal Opportunity Employer. We encourage qualified minority, female, veteran and disabled, and other diverse candidates to apply and be considered for open positions.
If you are an applicant with a disability and need a reasonable accommodation for any part of the employment process, please contact Human Resources at 1-800-338-4105 or
careers.us@digikey.com
.
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