Customer Care Representative - Regional Omnichannel

Requisition

Employment Type:

Full Time

Job Category:
Customer Service/Support

Work Location:

Elkhart, IN (Whse)

Representative, Customer Care – Regional Omnichannel is responsible for handling customer voice and email interactions, processing orders, troubleshooting issues, completing returns, and collaborating with vendors to source products. The role involves quoting, selling, and servicing MSC’s medium, large, and extra‑large customers, and supporting Field Sales Associates. Senior representatives also 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, provide product recommendations, and supply general web support with a focus on upselling.
• Interact with Field Sales Associates to promote MSC’s sales‑related solutions, account retention, and revenue generation strategies.
• Maintain proficiency in required MSC processes and applications for the Customer Care Regional Omnichannel role.
• Utilize various systems—including MSC website, AS400, WebSOE, Salesforce, Oceana, and vendor websites—and collaborate with other departments to address customers’ stated and unstated product and service needs.
• Communicate customer concerns and make recommendations to management to ensure effective problem resolution.
• Remain up to date with all Regional Omnichannel functions and resources to guide, train, and assist team members, while serving customers’ requirements related to new functionality.
• Build internal and external 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.
• Achieve role goal expectations, including quality, sales, quote conversion, upselling, and productivity measurements.
• Conduct extensive follow‑up through a ticket management system to ensure accurate and timely resolution to customer inquiries.
• Drive MSC Culture within the department and across the company to fulfill MSC’s vision and unity of purpose.
• Participate in special projects and perform additional duties as required.

• High school diploma or equivalent required.
• Successfully perform 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 (AS400, Oceana, MSC website) required.
• Excellent communication skills, including the ability to speak and write standard business English, required.
• 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.

Starting salary is $14.81 to $23.27, depending on location and experience.

Applicants must be currently authorized to work in the United States. We do not sponsor visas for this 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.