Sales Support Rep II

Requisition : 20678

Employment Type: Full Time

Job Category: Customer Service/Support

Job Grade: Non Exempt N8

Work Location: Davidson, NC (CSC)

Provide customer service and sales support to internal and external customers, delivering a value‑added customer experience.

• Apply knowledge of all customer service systems, procedures, customers, products, and processes to perform more complex and diverse assignments in support of the day‑to‑day Sales Support effort.
• Handle internal and external customer requests accurately and in a timely manner, including answering inbound calls, emails, and service requests in a fast‑paced call center environment, and utilize support center tools to drive the customer experience. Request assistance from internal support or supervision as needed.
• Perform basic order entry, expediting, processing of returns, resolving customer disputes, and basic product‑related questions.
• Utilize work instructions and ISO process documentation to perform work as necessary.
• Meet or exceed individual performance guidelines for all phone statistics (e.g., login/log‑out, call length, % calls presented/answered) in order to contribute to the department's overall service level.
• May be required to work on project teams for continuous improvement, develop reporting on daily work, and interact on collaborative meetings and/or conference calls; maintain, update, and organize all standard work physical files.
• Resolve customer complaints as received via call center phone or email.
• Follow departmental phone script and participate in phone monitoring, review, and coaching.
• Attend departmental and team meetings.
• Foster 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.

• High School Diploma/GED required.
• At least two years of customer service or customer‑facing experience required.
• Fast‑paced call center experience with knowledge on upsell/cross‑sell preferred.
• MRO industry and/or distribution experience preferred.

• Strong organizational skills and ability to manage multiple tasks.
• Detail oriented problem‑solving skills.
• Solid knowledge of Microsoft Office software.
• ASI and/or AS400 experience preferred.
• Good communication and interpersonal skills.
• Customer service / resolving objections.
• A positive approach and a willingness to learn.
• Ability to work in a team environment.
• Ability to provide support to other team members preferred.

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

* 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.

Compensation starting at $20/hr depending on location and experience.

The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate's relevant experience, education requirements, and peer pay equity. The Company reserves the right to modify the range as market conditions change.

This job posting will remain open for a minimum of 3 business days from the original posting date or longer as needed to fill the position.

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 category protected by applicable law. Accommodation requests can be made at any stage of the recruitment process; applicants are asked to make their needs/requirements known.