Onsite Service Specialist ; Grand Rapids, MI

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  : 19951

Employment Type : Full Time

Job Category : Vending Management

Work Location : Grand Rapids, MI

The On-Site Service Specialist level II is a senior-level role that is responsible for delivering exceptional customer service and advanced inventory management at large, dedicated customer locations. This position supports procurement, order placement, and the management of MSC Control Point Solutions—including Vending, Vendor Managed Inventory (VMI), and Crib systems. The role is distinguished by its focus on complex services such as Crib Management, Metalworking (MW) services, and Procurement Services, and requires a high level of technical and operational expertise.

• Deliver excellent customer service by assisting with order placement, quoting, sourcing, and product identification.
• Manage MSC Control Point Solutions (VMI, vending, crib), including ordering, product put-away, and inventory optimization.
• Collect and log cost savings statistics to demonstrate value delivered.
• Determine optimal sourcing strategies for customer projects, collaborating with MSC's Category Team as needed.
• Participate in customer production meetings, Lean/Six Sigma events, and strategic initiatives.
• Resolve on-site product and service issues using internal resources and supplier networks.
• Maintain high levels of customer satisfaction, account retention, and revenue generation.
• Communicate customer concerns to management for effective resolution.
• Work closely with vendors to source products, generate quotes, expedite orders, and coordinate training.
• Lead Crib Management activities, including the use of crib management software.
• Perform In-Plant Solutions activities across multiple customer facilities.
• Execute complex Procurement Services, including advanced sourcing and order management using customer procurement systems.
• Mentor and train other In-Plant Specialists on products, systems, and solutions.
• 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.

• High School Diploma or equivalent required.
• Minimum of three years of experience in telephone sales, outside sales, storeroom/inventory management, or customer service.
• Strong computer literacy, including email, internet browsers, and Windows OS.
• Excellent problem-solving, customer service, and sales skills.
• Strong verbal and written communication abilities.
• Computer or Systems aptitude for order management required.
• Advanced knowledge and aptitude with technical customer solutions such as Crib mgt, demand and production planning, large vending or VMI footprint, or Procurement Services.
• Proven track record of success and strong performance.

• College degree preferred.
• Industry experience preferred.
• Relevant military experience is a plus.
• Metalworking knowledge is a plus but not required.
• Working knowledge of industrial products and services preferred.

• A valid driver's license may be required.
• Position requires up to 10% of travel, as needed.
• Ability to lift up to 50 lbs and perform physical tasks (walking, bending, standing for long periods).
• Willingness to comply with customer safety and PPE protocols.

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

Compensation starting at $22.58 - $35.49 per hour depending on candidate location and experience.

The salary range represented is based on…