Customer Care Representative - Regional Omnichannel

BUILD A BETTER CAREER WITH MSC

Serving customers and our community starts with the best people doing their best work. That is precisely what we have created at MSC Industrial Supply Co. We are a leading North American distributor of metalworking and maintenance, repair, and operations (MRO), products and services. We offer more than 2 million products and have over 80 years of experience across dozens of industries.

We aim to execute our Built to Make You Better brand promise for all our stakeholders, including our associates.

Requisition : 19850

Employment Type: Full Time

Job Category: Customer Service/Support

Work Location: Atlanta, GA

The Representative, Customer Care – Regional Omnichannel is responsible for handling customer voice and email interactions. This associate interacts with MSC customers for the purpose of quoting, selling and servicing MSC's Medium, Large and Extra Large customers as well as Field Sales Associates in accordance with MSC's Customer Care standards. Additionally, the Sr. Representatives will mentor and train other Regional Omnichannel Representatives.

• Answer inbound sales and service customer calls and emails to process orders, troubleshoot issues, complete returns, collaborate with vendors to source products, make product recommendations and provide general web support with a focus on increasing sales through upselling.
• Interact with Field Sales Associates to promote MSC's sales related solutions, account retention and revenue generation strategies.
• Be proficient in required MSC processes and applications relevant to the Customer Care Regional Omnichannel role.
• Utilize various systems (including but not limited to the MSC website, AS400, WebSOE, Salesforce, Oceana & Vendor Websites) and collaborate with other departments to identify and address the customers's stated and unstated product & service needs.
• Communicate customer concerns and make recommendations to management ensuring the most effective problem resolution.
• Remain up to date with all Regional Omnichannel functions and resources to guide, train and assist team members, while also serving the customers' requirements related to new functionality.
• Build internal and external customer relationships to enhance customer satisfaction while also improving sales and quoting opportunities.
• Takes ownership of difficult customer service issues while resolving them in a timely manner.
• Achieve the goal expectations of the role, including but not limited to quality, sales, quote conversion, upselling & productivity measurements.
• Conduct extensive follow‑up through the utilization of a ticket management system to ensure accuracy and timely resolution to customer inquiries.
• Drive the MSC Culture in the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose.
• Participate in special projects and perform additional duties as required.
• INDICATES ESSENTIAL DUTIES:
  To perform this job successfully an associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, experience level and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• High school diploma or equivalent required.
• Perform successfully as a Customer Care Omnichannel Representative for a minimum of six months, while consistently meeting or exceeding Quality expectations.

• Excellent customer service skills required.
• Demonstrated sales skills required.
• Proficiency in systems used by the Representative, Customer Care - Omnichannel role, such as AS400, Oceana and the MSC website required.
• Excellent communication skills required including the ability to speak and write standard business English.
• General knowledge of the industrial supply industry desired.
• Demonstrates acceptable proficiency in all MSC's required competencies:
• Customer Focus
• Decision Quality
• Drives Collaboration
• Develops Talent
• Communicates Effectively
• Instills Trust

Compensation starting at $15 - $23 depending on candidate location and experience. The salary range…