Solutions Service Center Representative

Brief Position Summary

The role of Solutions Service Center Rep will be responsible for multi levels of inventory control including coordinating cross functionally between Solutions customers, field sales and supply chain coordinators to ensure customers' inventory and stocking levels are adequate to support their business needs. Associates will also work closely to support the needs of internal and external customers as it relates to database management of software updates and changes to assure customers' vending solutions are operating smoothly.

To be successful in this role, the associate must be proficient with data analytics as it relates to customers' ever changing business needs and to make recommendations that will support the customers' and MSC initiatives.

• Provides technical database support in the following areas: creating scheduled ordering and reporting tasks, web portal access, adding/updating users and user groups, transmitting orders, creating and editing reports, assigning drawer locations, and adding/editing suppliers.
• Works with internal teams to ensure operational efficiencies and service levels meet and exceed customer expectations through strong customer service orientation with follow up if service levels will not be met.
• Answers inbound customer calls and emails to process orders, troubleshoot issues, collaborates with vendors to source products, make product recommendations and provide general technical web‑sync support and change requests.
• Closely manages items that have been phased out by MSC and/or our suppliers by alerting the sales team and offering substitutes as orders for these items are placed. A variety of resources will be used when finding suitable substitutes for these items.
• Partners with multiple MSC departments to assure items are set up correctly before being added to the vending unit and that all account information is correct (National Accounts, ESH, Item Induction, Sales Support, Field Sales, Demand, CFC/RIC, Accounting).
• Partners with vendors and customers to ensure timely delivery of vending inventory and finds suitable substitutes if inventory has unacceptable lead times. Updates all drop‑ship information in MSC's business systems.
• Analyzes customer inventory usage and maintains CFC and branch inventory demand levels to support usage.
• Processes automated EDI orders, making necessary updates to package quantity, MSC item numbers, pricing, customer contacts, shipping locations, PO#'s, vendor inventory levels and minimums. Works with the customer and sales team to identify and suggest adjustments to the vending unit's inventory to prevent future ordering delays based on order history and customer's specific needs. Is responsible for exporting vending orders to international customers.
• Resolves complex credit and collection issues to enhance customer service, including requesting bin checks, creating ‘for billing only’ invoices and setting up truck/UPS call tags.
• Acts as a Trusted Advisor that delivers a superior customer experience to build customer trust and drive retention.
• Cross‑functional communication with Level 2 Tech Support to provide customers with an exceptional customer experience.
• Responsible for the triage process of converting emails to Salesforce cases, confirming the type of request, contact and customer information, creating the case and accurately routing to the appropriate team for completion.
• Manages customer orders that are submitted via their procurement platform (EVEND) to provide support for any customer data or item errors that may occur to ensure orders are placed in a timely manner. Regularly follows up with customer contacts who have outstanding orders which need to be processed.
• Works closely with management to ensure the most effective and lasting problem resolution.
• Confirms margins are within MSC's standard requirements when adding new vending items or placing orders.
• Adheres to MSC corporate quality standards as defined by MSC's Quality Team.
• 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…