Global Customer Support Representative

Digi-Key is one of the fastest growing distributors of electronic components in the world. Since its founding in 1972, Digi-Key has been committed to offering the broadest selection of in-stock electronic components, as well as providing the best service possible to its customers, aiding engineers through the entire design process, from Prototype to Production. This has led the company to be highly ranked year after year in industry surveys in North America as well as Europe and Asia, in categories covering such facets of business as availability of products, speed of service, responsiveness to problems, and more.

Global Customer Support Representative (formerly Global Sales Representative)

Hours: Monday- Friday 9:30 am- 6:00 pm

Position Overview

The Global Customer Support Representative will be a key member of ensuring all orders and customer requests are processed on a timely basis for customer needs. Ideal candidate must be self-motivated with some knowledge in sales and customer service processes. Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base.

Responsibilities

Must be able to...

• 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, etc.
• Process customer purchase orders within the set service level agreement metricswith a goal of a 100% accuracy
• Handle, organize and process customer quote requests
• Process|route customer inquiries as neededwith the overall goal of first contact resolution
• Must maintain a strict standard of confidentiality to ensure that our customers protected information is secure
• Update or change sales orders in the system based on customer requirements and resolve any discrepancies
• Customer file creation and maintenance
• Backlog management of pending sales items
• Collaborate with internal departments to resolve issues up to resolution of the issue/order in a timely manner.
• Interact with Foreign sales offices and personnel to provide global customer support
• Responds to Customer inquiries within a call center environment (e.g. webchat, fax, email, text and phone)
• Serve as a customer advocate by identifying customer needs and guiding them to appropriate resources.
• Deliver accurate information to customers in accordance with company performance goals and objectives
• Log detailed description of unresolved issues into WinDecs
• Perform communications via phone/email/chat/text/fax in a clear and accurate manner to complete the fulfillment of requests and follow up on inquires.
• Remain current on changes and updates for products, processes, and operational procedures to ensure compliance with all required regulations and export regulations to local state and Country laws.
• Builds and maintains business relationships with internal and external customers by providing prompt and accurate service so as to promote customer loyalty.
• Begin to know and understand Digi-Key's categories of business and the types of customers served.

Other typical tasks may also include...

• Participates in staff meetings and attends other relevant meetings and seminars as needed|requested
• Process registrations as needed
• Leveraging Digi-Key sales knowledge & skills to drive additional sales
• May participate in job shadow activities for other areas of the company as requested
• May process Vendor Fulfillment|Consignment Orders
• May process Specialty Sales requests (e.g. Vendor Promos, Tradeshows, First Robotics, Employee Orders)
• May process Smarter Mail - PCI Compliance Issues
• May support Corporate Account Customers
• May participate in User Acceptance Testing
• May participate in the creation of training & documentation of processes as well as the facilitation of training
• May participate on cross-functional working teams or tasks forces
• May develop and maintain online documentation related to work instructions for assigned companies
• May process e-business orders|requests

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:

• High School diploma or equivalent
• Successful completion of the training provided (system 'know-how' & sales 'know-how')
• Gain basic understanding of the various functions of Digi-Key and the industry Digi-Key operates in
• Gain basic knowledge of Digi-Key brand and its principles
• Ability to speak to both internal and external customers on the phone for a minimum of two hours a day
• 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 perform the following behavioral competencies; attention to detail, customer/client focus, ethical conduct, manages execution, personal effectiveness/credibility, and positive attitude

Preferred Qualifications:

• Entry-level Sales position; 0-2 years of sales or customer service experience

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 .