Customer Care Representative - Enterprise

Requisition : 19634
Employment Type: Full Time
Job Category: Customer Service/Support
Work Location: Reno, NV (Whse)

The Representative, Customer Care – Enterprise is responsible for customer interactions including inbound phone calls, emails, web and EDI orders, chat, and third‑party procurement portals. These representatives interact with MSC customers for the purpose of quoting, selling and servicing MSC’s largest national account customers in accordance with MSC’s Customer Care contractual standards.

• Processes electronically generated orders, quote requests, customer service inbound phone calls, email and chat inquiries for MSC’s large enterprise customers.
• Assists customers and other team members with basic technical issues, product knowledge and order processing gaps while also resolving all customer service concerns.
• Interacts with national account managers to promote MSC’s sales related solutions, account retention and revenue generation strategies.
• Communicates customer concerns to management ensuring the most effective problem resolution.
• Utilizes third‑party purchasing portals and works with the credit and ITB2B teams to ensure customers’ orders are processed and invoice rejections are minimized.
• Remains up to date with all enterprise functions resources to service customers on new resources when required.
• Builds internal and external customer relationships to enhance satisfaction while also improving sales and quoting opportunities.
• Takes ownership of difficult customer service issues while resolving in a timely manner.
• Fosters the MSC culture in the department and throughout the company to ensure fulfillment of MSC’s vision and unity of purpose.
• Participates in special projects and performs additional duties as required.

• Possess a high school diploma or equivalent.
• Excellent customer service skills required.
• Demonstrated sales skills required.
• Proficiency in systems used by the representative, Customer Care such as AS/400, Oceana and the MSC website required.
• Excellent communication skills required, including the ability to speak and write standard business English.
• Demonstrates acceptable proficiency in all MSC’s required competencies:
  Customer Focus, Decision Quality, Drives Collaboration, Develops Talent, Communicates Effectively, Instills Trust.

• Bilingual ability (Spanish or French) desired.
• General knowledge of the industrial supply industry desired.

• This position may require access to International Traffic in Arms Regulations Information (ITAR) and/or Controlled Unclassified Information (CUI).

Compensation: Starting at $19–$23 per hour dependent on candidate location and experience. The salary range represents similar roles in comparable industries and is based on the candidate’s relevant experience, education and peer pay equity. The company reserves the right to modify the range as market conditions change.

Applicants must be currently authorized to work in the United States. We are unable to sponsor or take over sponsorship of an employment visa for this position at this time.

This job posting will remain open for a minimum of 7 business days from the original posting date or longer as needed to fill the position.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT
At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation or any applicable protected class. Accommodation requests can be made at any stage of the recruitment process; applicants are asked to make their needs and requirements known.