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. MSC Industrial Supply Co. is 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 : 19659
• Employment Type: Full Time
• Job Category: Customer Service/Support
• Work Location: Southfield, MI

Brief Position Summary The Representative, Customer Care – Regional Omnichannel is responsible for handling customer voice and email interactions. This associate interacts with MSC customers for 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.

• Answers inbound sales and service customer calls and emails to process orders, troubleshoot issues, complete returns, source products with vendors, make product recommendations and provide general web support with a focus on increasing sales through upselling.
• Interacts with Field Sales Associates to promote MSC's sales-related solutions, account retention and revenue generation strategies.
• Proficiently use required MSC processes and applications relevant to the Customer Care Regional Omnichannel role.
• Utilizes systems (including the MSC website, AS400, WebSOE, Salesforce, Oceana & Vendor Websites) and collaborates with other departments to address stated and unstated product & service needs.
• Communicates customer concerns and makes recommendations to management to ensure effective problem resolution.
• Remains up to date with all Regional Omnichannel functions and resources to guide, train and assist team members, while supporting customers' requirements related to new functionality.
• Builds internal and external customer relationships to enhance customer satisfaction and improve sales and quoting opportunities.
• Takes ownership of difficult customer service issues and resolves them in a timely manner.
• Meets goal expectations related to quality, sales, quote conversion, upselling and productivity.
• Conducts extensive follow-up using a ticket management system to ensure accurate and timely resolution to customer inquiries.
• Supports MSC culture and unity of purpose across the department and company.
• Participates in special projects and performs additional duties as required.
• Indicates Essential Duties: to perform this job successfully, an associate must be able to perform each essential duty satisfactorily. The listed requirements represent 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 AS/400, Oceana and the MSC website required.
• Excellent communication skills in spoken and written standard business English.
• General knowledge of the industrial supply industry desired.
• Demonstrates proficiency in MSC competencies:
  Customer Focus;
  Decision Quality;
  Drives Collaboration;
  Develops Talent;
  Communicates Effectively;
  Instills Trust.

Compensation starting at $16 - $23 depending on candidate location and experience. The salary range represented is based on similar roles in comparable industries; actual compensation is based on relevant experience, education requirements 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…