Customer Care Metalworking Tech Support Representative

Requisition

Employment Type:
Full Time

Job Category:
Customer Service/Support

Work Location:
Southfield, MI

The Technical Support Representative assists internal and external customers with application recommendations, alternative product selections, and technical inquiries.

• Assists associates and customers with product‑related technical inquiries by applying knowledge of MSC's products and their uses.
• Accepts transferred customers from associates to ensure conference times are not excessive.
• Effectively uses upselling and other sales techniques to increase order value.
• Maintains vendor resources by ensuring they are up to date with the latest available information.
• Retains item‑specific bin check information and vendor information and communicates errors to the catalog correction team.
• Troubleshoots product and warranty issues, finding solutions satisfactory to both customers and associates.
• Communicates customer concerns and sales opportunities to sales management.
• Responsible for completing online product training and attending on‑site vendor training.
• Assists the Cross Reference Team by updating or selecting the appropriate item cross for a particular product.
• Assists Customer Care training team with product presentations when required.
• Attends team meetings to share technical tips and applications when required.
• Proficient in WEBSOE, PC applications, and internet search capabilities.
• Assists other departments with item identification, defective inventory, and bin check issues.
• Applies continuous improvement processes to continually identify and eliminate waste and inefficiencies.
• Fosters the MSC culture throughout the department and company to ensure fulfillment of MSC's vision and unity of purpose.
• Participates in special projects and performs additional duties as required.

To perform this job successfully an associate must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• High school diploma or equivalent required; bachelor's degree preferred.
• Minimum of five years metalworking industry experience/knowledge required.
• Minimum of two years inbound/outbound telephone sales, outside sales, or customer service experience preferred.

• Some CRT data entry experience required.
• Basic PC knowledge required.
• Excellent resourcefulness, organizational skills, and sense of urgency.
• Knowledge of basic arithmetic required.
• Knowledge of MSC-like products and ability to provide technical assistance on various product categories required.
• Excellent customer service and sales skills preferred.
• Good oral and written communication skills required.

• May require access to ITAR and/or CUI information.

Southfield, MI

Starting salary ranges from $19.12 to $30.04, depending on candidate location and experience. Compensation is based on relevant experience, education, and peer pay equity. The company reserves the right to modify the range as market conditions change.

• Dynamic healthcare plans.
• Generous 401(k) and stock purchasing programs.
• Tuition reimbursement opportunities.
• Paid time away for holidays, vacations, and illness.

Applicants must be currently authorized to work in the United States. The company is unable to sponsor visas for this position.

This job posting will remain open for a minimum of 3 business days from the original posting date or longer as needed to fill the position.

At MSC, we are committed to providing a workplace of mutual respect where equal employment opportunities are available to all qualified applicants and associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation, or any other category protected by applicable law. Accommodation requests can be made at any stage of the recruitment process. Applicants are asked to make their needs or requirements known.