Onsite Service Specialist; Solon, OH

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 : 21074 |
Employment Type: Full Time |
Job Category: Customer Service/Support |
Work Location: Solon, OH

The Onsite Service Specialist is a critical MSC role. The specialist is located at a large strategic account(s) and supports the customer facility. This associate will be expected to offer excellent service to drive long‑term customer satisfaction. Responsibilities will include assisting our customers with procurement and order placement and managing our MSC Control Point Solutions (Vending, VMI, Crib) to drive the MSC value with these customers.

• Excellent customer service skills required to assist in customer order placement, quoting, sourcing, and identification, collection, and logging of all available cost‑savings statistics.
• Manage the MSC Control Point Solutions – which could include standard Vendor Managed Inventory, Vending, or Storeroom management programs and may require ordering, product put‑away and optimization.
• Determine optimal sourcing strategy for key customer projects which may require collaborating with the Category Team to support MSC’s mission to drive savings and improve the customer’s shop floor.
• Participate and engage in customer plant and/or production meetings, strategic initiative projects, Lean/Six Sigma events.
• Collaborate with the account team to maximize customer satisfaction and future projects.
• Resolve on‑site customer product and service issues by providing sales‑related solutions utilizing common and alternative sources of information. Consult with other associates and strategic suppliers to locate the most effective sources of information.
• Provide customer service in accordance with MSC standards to ensure customer satisfaction, account retention, and revenue generation using all tools available.
• Communicate customer concerns to management to ensure effective and lasting problem resolution.
• Work closely with vendors to locate sources for product, produce quotes, expedite orders, and arrange product training.
• Foster the MSC culture in 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 experience required.
• College degree preferred.
• 2+ years inbound/outbound telephone sales, outside sales, storeroom or inventory management, or customer service experience required.
• Industry experience preferred.
• Relevant military experience is a plus.
• Metalworking knowledge and experience is a plus but not always required.

• Computer literacy and proficiency with email, various internet browsers and/or the Windows operating system required.
• Excellent problem‑solving skills required.
• Excellent customer service and sales skills required.
• Excellent oral and written communication skills required.
• Working Industrial knowledge preferred.
• Additional sales competency experience preferred.

• Valid driver’s license and ability to travel up to 10% of the time may be required.
• Ability to lift items of up to 50 pounds required as needed.
• This position may require access to International Traffic in Arms Regulations Information (ITAR) and/or Controlled Unclassified Information (CUI).

Compensation starts at $20.19–$31.73 per hour depending on candidate location and experience. The salary range is based on similar roles in comparable industries and the cost of labor in the respective city. Actual compensation is based on the candidate’s relevant experience, education requirements, and peer pay equity. The company reserves the right to…