Job Description
Title: Distribution Support Team Lead
Location: Bangalore, India
SCOPE
Distribution Support Team Lead oversees and evaluates and the team activities in a manner, which ensures high quality and total customer satisfaction through excellent customer service and timeliness with direct input from the management.
ACCOUNTABILITIES & ESSENTIAL FUNCTIONS
- Closely monitors and supervises work flow to ensure timely response to customers and provides assistance in training team staff and assists management with development of results oriented strategies.
- Create and maintain scheduling of workflow and helps to monitor and approve time off and timeliness.
- Assist management team in personnel management and communicate customer needs to management to ensure continual process and service improvements
- Provide ongoing development and coaching on any quality or productivity concerns within the team under direction of the management.
- Utilize reporting systems to monitor the performance of the team to perform error research, documentation and tracking.
- Lead regular meetings for team with guidance and agenda from the management team.
- Serve as backup decision support to team when necessary
- 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
- Knowledge of Microsoft Office Applications (Excel, PowerPoint, Word and Outlook) at the advanced level preferred
- Proficient and knowledgeable in customer service and purchase order entry systems
- Desire, ability and personality to deal directly with customers and vendors and represent Mouser Electronics.
- Ability to verbalize and express themselves well in a telephone environment with a clear enunciation of English
- Bilingual – fluent verbal and written in English. Additional languages may be required.
- Ability to use our telephone headsets, exhibit courteous phone voice, and phone hearing, if applicable.
- Ability to read and understand a terminal/PC screen and printed reports.
EDUCATION & EXPERIENCE
- Bachelor’s Degree in Business Administration or related field. In lieu of a degree, 3 years as a leadership role or a higher-level position. In addition to the above the following experience is required:
- Internal candidates: Minimum 2 years as a highly performing Mouser Customer Service/Order Entry or a higher-level position, or 1 full year as a highly performing Mouser Lead/Coordinator.
- External candidates: Minimum 2 years as a supervisor or a higher-level management position.
- Must have 3+ year of experience in customer service or purchase order entry.
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.