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. 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  :20381

Employment Type

:

Full Time Job Category :

Customer Service/Support Work Location :

Reno, NV (Whse) Customer Care Representative - Regional Omnichannel 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 the purpose of 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. DUTIES AND RESPONSIBILITIES
* 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.
* Interacts with Field Sales Associates to promote MSC's sales related solutions, account retention and revenue generation strategies.
* Responsible for proficiency in required MSC processes and applications relevant to the Customer Care Regional Omnichannel role.
* Utilizes various systems (including but not limited to the MSC website, AS400, WebSOE, Salesforce, Oceana & Vendor Websites) & collaborates with other departments to identify and address the customers stated and unstated product & service needs.
* Provides effortless customer experiences regardless of the chosen modality related to products, services and pricing.
* Builds internal and external customer relationships for the purpose of enhancing customer satisfaction while also improving sales and quoting opportunities.
* Delivers customer service in accordance with MSC quality standards to ensure customer satisfaction, account retention and revenue growth.
* Takes ownership with difficult customer service issues while resolving in a timely manner.
* Achieves the goal expectations of the role, including but not limited to quality, sales, quote conversion, upselling & productivity measurements.
* Conducts extensive follow-up through the utilization of a ticket management system to ensure accuracy and timely resolution to customer inquiries.
* Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose.
* Participation in special projects and performs additional duties as required QUALIFICATIONS What You Need:
* High school diploma or equivalent required.
* 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 required including the ability to speak and write standard business English required. Bonus Points If You Have:
* Industry experience preferred.
* 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 Other Requirements:
* 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 $14.81 - $23.27 / Hour depending 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. We are unable to sponsor or take over sponsorship of an employment Visa for this position at this time.

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. WHY MSC? People. Collaboration. Insight. That's how…