Commercial Program Specialist

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 : 20547

Employment Type: Full Time

Job Category: Customer Service/Support

Work Location: Southfield, MI (CSC)

Commercial Program Specialist

BRIEF

POSITION SUMMARY:

The Commercial Program Specialist for MSC's Commercial Team will own the retention/maintenance phase of the customer journey, overseeing Commercial program requirements to ensure compliance obligations are being met, promoting MSC as a trusted advisor in the business relationship. This is done through successful management of data relationships with key strategic Commercial customers.

• Provides customer account support to the MSC Sales Team leveraging system functionality and working with cross-functional SME's to drive Customer Sales
• Collaborate with Account Managers in managing account activities and processes to meet customer objectives
• Ensure customer deliverables are in accordance with company standards by utilizing department SLA's and guidelines
• Develop account management plan to meet business objectives and outline support requirements to align with strategic sales opportunities
• Provides information by collecting, analyzing, and summarizing information; responding to requests
• Fully understand and utilize system functionality to independently resolve account/program related inquiries.
• Manage all activities related to Commercial eCatalog requirements needed for customer purchasing platforms which includes and not limited to:
• internal extraction of product data
• customer specified template creation and Adhoc formatting
• normalize content
• internal and external validation of data
• sync MSC account with changes when applicable
• Creates and maintains a product offering that meets customer specifications and all contract compliance regulations.
• Maintains internal up-to-date databases of Commercial customer's eCatalogs to ensure proper data files, defined by the customer, can be effectively and efficiently generated and implemented.
• Manages the data synchronization between customer eCatalog and MSC's data when changes are made to MSC product offering, delivering an enhanced experience to the customer.
• Leads the collaboration efforts with the business to evaluate customer opportunities for data needs and works cross functionality to identify solutions.
• Creates and manages reporting to meet the obligations that have been set with the customer.
• Participates in business reviews with Commercial Sales Team to assist in the identification of opportunities to generate sales growth, improve margins, and drive profitability.
• Defines and manages eCatalog validation processes to ensure process and procedures and internal offering available in MSC's system meets the contractual obligations agreed to with the customer.
• Creatively solve problems and navigate through roadblocks that come up due to unique needs of our Commercial customers
• Interact and advise internal customers, through the application of specific program knowledge and subject matter expertise, in the execution of tasks.
• Comprehend customer contracts to determine the business terms implemented within the system.
• Responsible for the implementing/maintaining and validating of customer business terms to ensure contractual obligations are met or exceeded at all times.
• Efficiently utilizes reporting tools to provide information to assist the Sales Team with decision making in support of the customer.
• Analyze customer account modifications to determine required system updates to minimize impact to customer.
• Communicates process improvements to provide better service to our customers and streamline process workflow.
• Provide information by collecting, analyzing, and summarizing information; responding to requests.
• Develops and maintains standard operating procedures (SOPs) illustrating how to efficiently manage a Commercial customers platform offering.
• Establish cross functional relationships to provide support and guidance for activities that impact the management of the customer's program.
• Ensure departmental program quality and compliance are being met or exceeded at all times.
• Maintains and extends strong and positive relationships with internal and external customers.
• Performs all duties inherent in the role as defined by the MSC Code of Conduct
• Drives the MSC Culture in the department and throughout the company to ensure unity of purpose and fulfillment of MSC's Mission
• Participation in special projects and performs additional duties as required.

To perform this job…