Web Customer Support Manager
Mansfield, TX

Job Description

Scope

The Web Customer Support Manager's primary responsibility is to achieve customer satisfaction and service excellence by investigating, communicating and resolving customer issues on the Mouser websites and through other online channels. This person will manage a team of analysts that will respond to web and mobile related customer inquiries, surveys, feedback and online review sites. This person will coordinate with all departments within the Internet Business (Web Experience, Development, Operations, Quality Assurance, etc.) to make sure that issues are escalated appropriately and addressed quickly. This role will be responsible for training on new features on the site as well as coordinating with a global team to provide 24/5 support on web-related issues and help needs. The Manager will also analyze activity and data to recommend changes to the website, our services or other Internet Business product. This role will partner with the Customer Service Excellence team to ensure quality and consistent customer communications are achieved across the organization.

Accountabilities

* Help develop and manage the web customer support team globally
* Manages staff in the day-to-day performance of their job
* Ensures a top-notch customer experience is delivered with each customer interaction through training and continual process improvement
* Analyzes data from multiple sources to help present the web voice of the customer to drive improvements and changes on the website
* Provides ongoing training focused on the support of ecommerce customers
* Partner with the Customer Service Excellence team to ensure alignment and consistency with customer communications whether over the phone, through email and on the website
* Create communication strategies on eliciting useful customer feedback from users of our website that can help drive improvements to our online user experience
* Manage the web customer feedback system to ensure reported issues/problems are resolved quickly
* Manage external open review communities and respond, if necessary, to comments about Mouser Electronics to build customer relationships and support a positive brand image online
* Working with QA teams to replicate reported customer problems for speedy identification and resolution
* Coordination across the Internet Business department, as well as other departments, to help resolve customer complaints/issues.
* Develop and maintain training on web features, tools and services to help educate internally and facilitate helping external customers when questions arise.
* Comfortable communicating with external customers on the phone or via email

Education & Experience

Bachelor's Degree or equivalent with at least two years' experience in customer service, technical support or related field

Competencies

Decisive Judgment

Adapting to Change

Planning & Organizing

Delivering Results

Policies, Processes & Procedures

Customer Service

Resilience

Teamwork & Collaboration

Interpersonal Communication

Integrity*

Functional Acumen*

Skills & Certifications

* Service-minded individual that is passionate about satisfying customers and delivering exceptional experiences
* Exceptional verbal and written communication and presentation skills
* Well-developed problem solving and critical thinking skills with the ability to think creatively in a fast paced environment
* Experience with data analysis and best practices
* Ability to handle multiple priorities and manage knowledge of software and their features on the Mouser websites
* Quick learner that is eager to learn new technologies that provide solutions
* Proficient with Microsoft Office products with experience learning new tools and software
* Detail-oriented and thorough work habits with the ability to work with minimum supervision and make independent decisions

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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