Customer Care Representative Cross Reference & Sourcing, Vertical Markets Group Level 1

Customer Care Representative Cross Reference & Sourcing, Vertical Markets Group Level 1

The Vertical Markets Group (VMG) Cross Reference and Sourcing Representative I supports VMG
- Public Sector and Commercial customer opportunities by researching, validating, and delivering compliant product cross-references and sourcing specialized items that meet federal, state, and local government requirements. This position plays a key role in ensuring accurate item matching, reliable sourcing that meets customer needs, while supporting timely RFQ and bid submissions. The position requires strong attention to detail, organizational skills, and a foundational understanding of product data and sourcing channels to align customer needs with the right suppliers and solutions.

By enabling accurate product selection, this role helps the sales team deliver competitive pricing and compliant solutions that support business growth.

Duties and responsibilities include:

• Cross-referencing part numbers, NSNs, UPCs, manufacturer data, and competitor information using internal systems and external databases to match products to MSC part numbers.
• Researching, validating, and identifying equivalent or substitute products that meet government specifications, standards, and contract requirements.
• Maintaining accurate cross-reference data and validating product compatibility, compliance, and replacement options for obsolete or end-of-life parts across ERP, contract management, and government pricing systems.
• Sourcing non-stock, discontinued, and hard-to-find items through approved suppliers while ensuring alignment with customer requirements, bid specifications, and federal compliance standards.
• Identifying and qualifying suppliers that meet government contract requirements, including eligibility, registration, and documentation standards.
• Documenting cross-reference and sourcing decisions to support traceability and audit readiness.
• Fostering supplier engagement to drive responsiveness, competitive pricing, and reliable supply.
• Escalating critical sourcing issues in a timely manner to minimize impact to customer requirements.
• Identifying recurring issues and escalating opportunities for improvement.
• Demonstrating a commitment to continuous learning by utilizing monthly allocated time to enhance product knowledge.

Qualifications include:

• High school diploma/GED or equivalent technical experience is required.
• A minimum of (2) years of Industrial industry experience is required.
• Foundational knowledge of MRO (Maintenance, Repair and Operations) industrial products, item data, and sourcing channels is required.
• Ability to develop and maintain proficient knowledge of the MSC assortment and cross-referencing tools and processes is required.
• Intermediate attention to detail and accuracy when identifying, sourcing, and crossing products is required.
• Intermediate organizational skills, including the ability to multi-task and re-prioritize daily duties as needed, is required.
• Intermediate communication, listening, and research skills with the ability to quickly resolve issues and identify root causes, are required.
• Proficiency in Microsoft Outlook, SharePoint, Word, Excel, and other standard office software is required.
• Basic experience with manipulating data sets for uploading and downloading functions is required.
• Experience interacting with customers and helping maintain positive relationships is required.

Compensation starting at $19.71 - $27.79 depending on candidate location and experience.