Solutions Service Center Representative

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., 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 : 20971
Employment Type: Full Time
Job Category: Customer Service/Support
Work Location: Southfield, MI (CSC)

The Solutions Service Center Rep is responsible for multi‑level inventory control, coordinating cross‑functionally between Solutions customers, field sales and supply chain coordinators to ensure inventory and stocking levels support business needs. The associate supports internal and external customers in database management of software updates and changes, ensuring vending solutions operate smoothly. Proficiency in data analytics and the ability to make recommendations that support both customers and MSC initiatives are essential.

• Provide technical database support: create scheduled ordering and reporting tasks, manage web portal access, add/update users and user groups, transmit orders, create and edit reports, assign drawer locations, and add/edit suppliers.
• Work with internal teams to ensure operational efficiencies and service levels meet and exceed customer expectations.
• Answer inbound customer calls and emails to process orders, troubleshoot issues, collaborate with vendors to source products, and provide general technical web‑sync support and change requests.
• Manage phased‑out items by alerting sales teams and offering substitutes for orders placed.
• Partner with multiple MSC departments to ensure items are correctly set up before adding to vending units:
  National Accounts, ESH, Item Induction, Sales Support, Field Sales, Demand, CFC/RIC, Accounting.
• Partner with vendors and customers to ensure timely delivery of vending inventory and find suitable substitutes if lead times are unacceptable, updating drop‑ship information in MSC's business systems.
• Analyze customer inventory usage and maintain CFC and branch inventory demand levels.
• Process automated EDI orders, update package quantity, MSC item numbers, pricing, contacts, shipping locations, PO numbers, vendor inventory levels, and minimums; identify and suggest adjustments to prevent future ordering delays.
• Resolve complex credit and collection issues, including bin checks, creating billing‑only invoices, and setting up truck/UPS call tags.
• Act as a Trusted Advisor delivering a superior customer experience to build trust and drive retention.
• Communicate cross‑functionally with Level 2 Tech Support to provide exceptional customer experiences.
• Triage emails to Salesforce cases, confirming request type, contact, and routing appropriately.
• Manage customer orders submitted via EVEND, supporting data or item errors and following up on outstanding orders.
• Work closely with management to ensure effective and lasting problem resolution.
• Confirm margins meet MSC's standard requirements when adding new vending items or placing orders.
• Adhere to MSC corporate quality standards set by the Quality Team.
• Foster the MSC culture in the department and across the company to fulfill MSC's vision.
• Participate in special projects and perform additional duties as required.

• Minimum two years of customer service experience.
• Demonstrated ability to manage complex processes.
• Strong customer service skills.
• Good verbal and written communications and the ability to work a varying schedule.
• Basic math skills.
• Computer literacy; proficiency with email, Microsoft Excel and Word, various internet browsers and the Windows OS.
• Ability to work independently, prioritize, multitask, interpret data, identify trends, formulate solutions, and manage time appropriately.
• Flexibility and agility in response to non‑standard customer requirements.
• Driver of execution and ability to work through complex…