Customer Care Representative - Regional Omnichannel

Customer Care Representative – Regional Omnichannel

Location: Atlanta, GA (Whse)
Employment Type: Full Time
Job Category: Warehouse/Distribution
Requisition : 20718

The Representative, Customer Care – Regional Omnichannel is responsible for handling customer voice and email interactions. The role involves quoting, selling, and servicing MSC's Medium, Large, and Extra Large customers and supporting Field Sales Associates in accordance with MSC's Customer Care standards.

• Answer 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.
• Interact with Field Sales Associates to promote MSC sales‑related solutions, account retention and revenue generation strategies.
• Maintain proficiency in required MSC processes and applications relevant to the Customer Care Regional Omnichannel role.
• Utilize various systems (including the MSC website, AS400, WebSOE, Salesforce, Oceana & Vendor Websites) and collaborate with other departments to identify and address customers’ stated and unstated product and service needs.
• Provide effortless customer experiences across all modalities related to products, services, and pricing.
• Build internal and external customer relationships to enhance satisfaction while improving sales and quoting opportunities.
• Deliver customer service in accordance with MSC quality standards to ensure satisfaction, account retention, and revenue growth.
• Takes ownership of difficult customer service issues and resolves them in a timely manner.
• Achieve role 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 of inquiries.
• Foster the MSC Culture within the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose.
• Participate in special projects and perform additional duties as required.

• High school diploma or equivalent required.
• Excellent customer service and sales skills required.
• Proficiency with systems used by the Representative, Customer Care – Omnichannel role (e.g., AS400, Oceana, MSC website) required.
• Excellent communication skills, including the ability to speak and write standard business English, required.

• Industry experience preferred.
• Bilingual ability (Spanish or French) desired.
• General knowledge of the industrial supply industry desired.
• Demonstrates acceptable proficiency in 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).
• Essential duties are represented and an associate must perform each satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Starting at $15.24 – $23.96, depending on location and experience. The actual compensation is based on the candidate’s relevant experience, education, and peer pay equity.

Competitive pay and a comprehensive benefits program supporting well‑being, health, and financial future, including dynamic healthcare plans, generous 401(k) and stock purchasing programs, tuition reimbursement, and paid time off.

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; applicants are asked to make their needs/requirements known.

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.