Customer Care Metalworking Tech Support Representative

BRIEF

POSITION SUMMARY:

The Technical Support Rep 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 that conference times are not excessive.
• Effectively uses up selling and other selling techniques to increase order value.
• Maintains vendor resources by ensuring it is kept 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; finds solutions satisfactory to both customers and associates.
• Communicates customer concerns and sales opportunities to sales management.
• Responsible for completing on-line 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 in order 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 in the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose.
• Participation in special projects and performs additional duties as required.

• High school diploma or equivalent is 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 is required.
• Basic PC Knowledge is required.
• Excellent resourcefulness, organizational skills and sense of urgency.
• Knowledge of basic arithmetic is required.
• Knowledge of MSC like products and the ability to provide technical assistance on various product categories is required.
• Excellent customer service and sales skills are preferred.
• Good oral and written communications skills are also required.

• This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”).

Compensation starting at $19.12 - $30.04 depending on candidate location and experience.

The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate's relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.

Applicants must be currently authorized to work in the United States. We are unable to sponsor or take over sponsorship of an employment Visa for this position at this time.

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