Customer Care Representative - Public Sector

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  : 18875

Employment Type : Full Time

Job Category : Customer Service/Support

Work Location : Fernley, NV

The Representative, Customer Care – Public Sector is responsible for customer interactions including inbound phone calls, emails, Web and EDI orders, chat, and 3rd party procurement portals. These representatives interact with MSC customers for the purpose of quoting, selling and servicing MSC’s largest Public Sector 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 Public Sector customers.
• Assists customers and other team members with basic customer technical issues, product knowledge, order processing gaps while also resolving all customer service concerns.
• Interacts with Public Sector Account Managers in order 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 3rd party purchasing portals. Works with the Credit and ITB2B Teams to ensure customers’ orders are being processed and invoice rejections are minimized.
• Remains up to date with all Public Sector functions and resources in order to service the customers on all new resources when required.
• Builds internal and external customer relationships for the purpose of enhancing customer satisfaction while also improving sales and quoting opportunities.
• Takes ownership with difficult customer service issues while resolving in a timely manner.
• Drives 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 required.

• Excellent customer service skills required.
• Demonstrated sales skills required.
• Proficiency in systems used by the Representative, Customer Care various roles, such as as/400, Oceana and the MSC website required.
• Excellent communication skills required including the ability to speak and write standard business English required.
• Bilingual ability (Spanish or French) desired.
• 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

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

Compensation starting at $15–$23 / hour dependent on candidate 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.

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

People. Collaboration. Insight. That’s how you build something that works. Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 80+ years of experience across industries, MSC…