EBV Elektronik

EBV Elektronik, an Avnet company, is one of Europe's leading distributors for semiconductor products with almost 900 employees. For more than 50 years, we have been making our customers and manufacturers successful - every day. How do we do that? Through our employees:

Passion and competence

Ownership and trust

Learning and growing

Diversified teams and strong individuals

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For us, every job is much more than just a task.

Job Summary:

Responds to customer inquiries, expedites critical orders, communicates dispositions, researches and resolves issues, and researches orders.

Primary Responsibilities

Ticketing System: Develop and maintain a comprehensive ticketing system to streamline customer support processes. This includes setting up, configuring, and continually optimizing the system to ensure efficient tracking, management, and resolution of customer inquiries in close cooperation with IT and other departments to allow for integration of the ticketing system with existing platforms and to ensure seamless operation.Customer Support: Act as the first point of contact for all customer inquiries (internal & external) to be processed via a ticketing system, ensuring timely and accurate responses.Knowledge management: Create and maintain a knowledge database of questions, answers and related internal subject matter experts to enable provision of informed and accurate information to customers.Problem Resolution: Identify, troubleshoot, and resolve customer and ticketing system issues, escalating when necessary to ensure customer satisfaction and functioning of the ticketing system.

Main tasks and responsibilities

Respond to Inquiries: Handle incoming customer inquiries regarding ESG, CSR, Product Safety & Compliance, Quality Management, HR, Finance, Legal, Data Protection, Cyber Security, Company Structure, and other concerns, providing clear and concise information.Document Interactions: Accurately document all customer interactions, including inquiries, resolutions, and follow-up actions, in the inquiry management system.Follow-Up: Where required, conduct follow-up communications with customers to ensure their issues have been resolved and to gauge their satisfaction with the service provided.Customer questionnaires: Onboard and maintain a list of 3rd party & customer questionnaire portals and ensure accurate and timely completion of customer questionnaires (online and offline).Collaborate with Teams: Work closely with other departments such as Sales, Purchasing, Technical Marketing, Product Management, IT & Technical Support, Quality, Finance, Legal, ESG, various Compliance teams and Logistics to resolve customer issues and improve overall internal and external customers’ experience.Feedback Collection: Gather and report customer feedback to help identify areas for improvement in products, services, and processes.Knowledge acquisition: Develop and maintain a basic understanding & knowledge of the handled topics, mainly in the area of ESG, CSR, Product Safety & Compliance, Quality Management, HR, Finance, Legal, Data Protection, Cyber Security, Company Structure etc.Data Analytics: Analyze, evaluate and report data using various technology tools.

Additional tasks

Training: Participate in ongoing training sessions to stay updated on new topics, services, and customer service techniques. Provide training to colleagues, if necessary.Reporting: Prepare and submit regular reports on customer inquiries, issues resolved, and overall customer satisfaction metrics to management.Process Development, Implementation & Improvement: Contribute to the development, implementation and improvement of customer service procedures, workflows and policies to enhance efficiency and customer satisfaction.Special Projects and Tasks: Assist with special projects and initiatives as assigned by management to support the overall goals of the customer service team. Take over special assignments or administrative tasks upon request.

Professional skills

Educational Background: Bachelor's degree in Business Administration, Communications, or a related field / equivalent experience, preferably in the Electronics Industry, from which comparable knowledge and job skills can be obtained is preferred.Coursework / Certifications: Relevant coursework or certifications in customer service, management, or any related discipline can add significant value to the role. Continuous professional development and a commitment to staying updated with industry trends are also advantageous.Communication Skills: Excellent verbal and written communication skills in English are essential for effectively interacting with international customers and colleagues in a polite way.Problem-Solving Skills: Strong analytical and problem-solving abilities to quickly identify issues and determine the best course of action.Customer-Focused: A genuine commitment to providing exceptional customer service and ensuring customer satisfaction.Time Management: Ability to manage time effectively, prioritize tasks, and handle multiple inquiries simultaneously.Technical Proficiency: Comfortable using MS Office 365 applications, JIRA, Confluence, CRM software (e.g. Salesforce), customer service platforms, SAP and other relevant technology tools.Team Player & Individual Contributor: Strong interpersonal skills and the ability to work well within a team environment, while being able to work rationally and independently at the same time.Learning Attitude: Openness to lifelong learning in an everchanging environment.

Work Experience:

Typically requires a minimum of two years of related experience.

Distinguishing Characteristics:

Must have computer, email, phone, communication and problem solving skills.Must be able to multi-task and work in a fast paced environment.May require fluency in more than one language.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.

Avnet is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you are interested in applying for employment with Avnet and need special assistance or an accommodation to apply for a posted position contact our Human Resources Service Center in your region: Americas applicants – hrnow@avnet.com, Asia applicants - hrnow.asia@avnet.com, EMEA applicants - hrnow.EMEA@avnet.eu.

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