Customer Care Representative- Omnichannel

Position Summary

The Customer Care Representative – Omnichannel delivers effortless, personalized and profitable customer experiences in a contact center environment using various inbound interaction types.

• Answers inbound sales and service customer calls and emails to process orders, troubleshoot issues, complete returns, collaborate with vendors to source products, make product recommendations and provide general web support with a focus on increasing sales through upselling.
• Demonstrates proficiency in required MSC processes and applications relevant to the Customer Care Omnichannel role.
• Effectively manages inbound calls and email communications.
• Utilizes various systems (MSC website, AS400, WebSOE, Salesforce, Oceana & Vendor Websites) and collaborates with other departments to address customer needs.
• Provides effortless customer experiences across all modalities.
• Troubleshoots and resolves customer issues including billing, credits, returns, payments, sourcing, pricing, availability, product recommendations & account related questions using efficient and cost‑effective resources.
• Delivers customer service in accordance with MSC quality standards to ensure satisfaction, account retention and revenue growth.
• Consistently expands sales, service and product knowledge using MSC's training offerings.
• Adopts and exhibits MSC Culture to fulfill MSC's vision and purpose.
• Communicates customer issues and trends to leadership for timely resolution and improvement of overall experience.
• Achieves role goal expectations including quality, sales, quote conversion, upselling & productivity measurements.
• Conducts extensive follow‑up through a ticket management system to ensure accuracy and timely resolution of inquiries.
• Drives MSC Culture throughout the department and company for fulfillment of vision and unity of purpose.
• Participates in special projects and performs additional duties as required.

• High school diploma or equivalent experience required.

• Excellent customer service skills required.
• Demonstrated sales skills desired.
• Proficiency in as/400, Oceana, and MSC website required.
• Excellent communication skills required (speaking and writing standard business English).
• Bilingual ability (Spanish or French) desired.
• General knowledge of the industrial supply industry desired.
• 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 $17 – $21 depending on candidate location and experience. The salary range is based on comparable roles and market conditions. Actual compensation is based on relevant experience, education and peer pay equity.

Alongside competitive pay, MSC offers a comprehensive benefits program supporting health, well‑being and financial future, including dynamic healthcare plans, generous 401(k) and stock purchasing programs, tuition reimbursement, paid holidays, vacations and illness leave.

At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and 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.

Applicants must be currently authorized to work in the United States. Unfortunately, we are unable to sponsor or transfer a visa for this position at this time.