Customer Care Representative

2 months ago


Harrisburg, Pennsylvania, United States MSC Industrial Supply Full time

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. We are 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

ID :
15380

Employment Type :
Full Time

Job Category :
Customer Care

Work Location :
Harrisburg, PA (Whse)

BRIEF POSITION SUMMARY:
The Representative, Customer Care – Regional Omnichannel is responsible for handling customer voice and email interactions.

This associate interacts with MSC customers for the purpose of quoting, selling and servicing MSC's Medium, Large and Extra Large customers as well as Field Sales Associates in accordance with MSC's Customer Care standards.

Additionally, the Sr. Representatives will mentor and train other Regional Omnichannel Representatives.

DUTIES and RESPONSIBILITIES:

  • Answers inbound sales and service customer calls and emails to process orders, troubleshoot issues, complete returns, collaborate with vendors to source products, make product recommendations and provide general web support with a focus on increasing sales through upselling.
  • Interacts with Field Sales Associates to promote MSC's sales related solutions, account retention and revenue generation strategies.
  • Responsible for proficiency in required MSC processes and applications relevant to the Customer Care Regional Omnichannel role.
  • Utilizes various systems (including but not limited to the MSC website, AS400, WebSOE, Salesforce, Oceana & Vendor Websites) & collaborates with other departments to identify and address the customers stated and unstated product & service needs.
  • Communicates customer concerns and makes recommendations to management ensuring the most effective problem resolution.
  • Remains up to date with all Regional Omnichannel functions and resources to guide, train and assist team members, while also serving the customers' requirements related to new functionality.
  • Builds internal and external customer relationships to enhance customer satisfaction while also improving sales and quoting opportunities.
  • Takes ownership with difficult customer service issues while resolving in a timely manner.
  • Achieves the goal expectations of the role, including but not limited to quality, sales, quote conversion, upselling & productivity measurements.
  • Conducts extensive follow-up through the utilization of a ticket management system to ensure accuracy and timely resolution to customer inquiries.
  • Drives the MSC Culture in the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose.
  • Participates in special projects and performs additional duties as required.
*INDICATES ESSENTIAL DUTIES
To perform this job successfully an associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, experience level and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

EDUCATION and EXPERIENCE:

  • High school diploma or equivalent required.
  • Perform successfully as a Customer Care Omnichannel Representative for a minimum of six months, while consistently meeting or exceeding Quality expectations.

SKILLS:

  • Excellent customer service skills required.
  • Demonstrated sales skills required.
  • Proficiency in systems used by the Representative, Customer Care - Omnichannel role, such as as/400, Oceana and the MSC website required.
  • Excellent communication skills required including the ability to speak and write standard business English required.
  • Bilingual ability (Spanish or French) desired.
  • General knowledge of the industrial supply industry desired.
  • Demonstrates acceptable proficiency in all MSC's required competencies:
  • Customer Focus
  • Decision Quality
  • Drives Collaboration
  • Develops Talent
  • Communicates Effectively
  • Instills Trust
Compensation starting at $15 – $23 / hour dependent 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

OUR COMMITMENT TO YOU


Our associates are our top priority and investing in their well-being is one way we execute our Built to Make You Better brand promise.

Alongside competitive pay, we have a comprehensive benefits program to support you and your family's health and financial well-being.

We offer dynamic healthcare plans, generous 401K and stock purchasing programs, tuition reimbursement opportunities, and paid time away for holidays, vacations, and illness.

Visit our page for a better look at our extensive benefits:
Your Future Benefits.


Compensation at MSC varies based on several factors, including but not limited to location, candidate experience, skillset, and the role.

The Company reserves the right to modify the range as market conditions change.

WE BELIEVE


We have a steadfast commitment to diversity and inclusion and believe we are at our best when each of our associates can be their authentic selves at work.

In line with our values and commitment, we have established 7 resource groups to further our diversity, equity, and inclusion journey.

Visit our page to learn more about our efforts. Diversity and Inclusion at MSC

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT


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, gender identity/expression 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.



  • Harrisburg, Pennsylvania, United States AGCO Full time

    Regional Sales Representative We have started a revolution in the agricultural equipment industry AGCO has formed AgRevolutionTM, an agricultural equipment dealership to provide industry-leading products and support services to the farming community. Our Sales & Marketing teams exceed customer expectations by developing close partnerships and leveraging...


  • Harrisburg, Pennsylvania, United States Proofpoint Full time

    It's fun to work in a company where people truly BELIEVE in what they're doingWe're committed to bringing passion and customer focus to the business.Corporate OverviewProofpoint is a leading cybersecurity company protecting organizations' greatest assets and biggest risks: vulnerabilities in people. With an integrated suite of cloud-based solutions,...


  • Harrisburg, Pennsylvania, United States Iron Mountain Full time

    At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That's why we need smart, committed people to join us. Whether you're looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.We provide expert, sustainable...


  • Harrisburg, Pennsylvania, United States Veolia Full time

    Job DescriptionBENEFITSVeolia's comprehensive benefits package includes paid time off policies, as well as health, dental and vision insurance. In addition, employees are also entitled to participate in an employer sponsored 401(k) plan, to save for retirement. Pay and benefits for employees represented by a union are outlined in their collective bargaining...


  • Harrisburg, Pennsylvania, United States SunSource Full time

    SunSource and its family of companies represent 200+ locations and 3,000+ employees making up one of North America's leading value-add industrial distribution companies. We provide customers with products and solutions within Fluid Power, Fluid Process, Fluid Conveyance, General Industrial Components, and Industrial Service & Repair. SunSource Mobile...


  • Harrisburg, Pennsylvania, United States Trane Technologies Full time

    At Trane TechnologiesTM and through our businesses including Trane and Thermo King, we create innovative climate solutions for buildings, homes, and transportation that challenge what's possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift...


  • Harrisburg, Pennsylvania, United States Vertiv Corporation Full time

    POSITION SUMMARY A Field Technician is responsible for assisting in start-up commissioning, integration, emergency service and troubleshooting of E+I Engineering medium voltage electrical switchgear, circuit breakers, protective relays, plc, meters and other automated devices as well as mechanical repairs and modifications. The FT is required to establish,...

  • Account Manager

    2 weeks ago


    Harrisburg, Pennsylvania, United States Mizuho OSI Full time

    Preferred candidate reside in Harrisburg, PA or surrounding cities. Over 40 years of innovation and development, Mizuho OSI is a world-leading manufacturer of highly specialized surgical tables for spine and hip surgeries. We do things the right way. We commit to hire people with competence, generosity and a caring attitude. We motivate our employees to use...


  • Harrisburg, Pennsylvania, United States CMA CGM Full time

    CEVA Logistics provides global supply chain solutions to connect people, products and providers all around the world. Present in 170 countries and with more than 110,000 employees spread over 1,300 sites, we are well on our way to achieving our vision: to be a Top 5 global 3PL.We believe that our employees are the key to our success. We want to engage and...


  • Harrisburg, Pennsylvania, United States Oldcastle Full time

    Job ID: 498259Pennsy Supply is a CRH company. CRH is the leading vertically integrated supplier of asphalt, aggregates, cement, ready-mix concrete, and paving and construction services in North America. Our 24,100 employees at 1,300 operating locations provide our customers with top-quality, innovative products and services.Position Overview The primary...


  • Harrisburg, Pennsylvania, United States TMobile Full time

    Be unstoppable with usT-Mobile is synonymous with innovation–and you could be part of the team that disrupted an entire industry We reinvented customer service, brought real 5G to the nation, and now we're shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your...


  • Harrisburg, Pennsylvania, United States Hilton Garden Inn Harrisburg East Full time

    SummaryAccommodates Guests of the hotel by performing the following duties:Essential Duties and Responsibilities include the following:Provide a superior experience to all Guests by giving warm hospitality and executing ways to exceed expectations.Perform daily front desk tasks including check-in, check-out, posting, corrections, printing reports, room...


  • Harrisburg, Pennsylvania, United States Vestas Full time

    Vestas Wind Technology, Inc. Wind Turbine Technician II Somerset, PAWHO WE ARE At Vestas, we live our company values of Accountability, Collaboration, Simplicity and Passion. In an innovative and evolving industry, we change quickly to meet the needs of our customers. Our motivation is to preserve the environment through sustainable energy solutions. If this...

  • Reach Truck Operator

    1 month ago


    Harrisburg, Pennsylvania, United States Chewy Full time

    Forklift OperatorNow Hiring up to $21.00 / hour Your Opportunity: As a member of our Fulfillment Center and Warehouse Team, you'll thrive in an inclusive, safety-first work that values your individual ideas and perspectives. At Chewy, you'll be empowered to build, grow, and advance your skills while contributing to the success of our team. Why you'll love...


  • Harrisburg, Pennsylvania, United States Ryder System Full time

    _Job Seekers can review the Job Applicant Privacy Policy by clicking HERE. )_SUMMARYThe IT CSS Application Development Manager is responsible for the leadership and management of technical resources who provide Mainframe application support and development using various modern and legacy technologies. This position is responsible for overseeing the...


  • Harrisburg, Pennsylvania, United States Oracle Full time

    Job DescriptionWe're looking for an Industry Sales Executive to provide expertise in finance and budgeting solutions tied to Oracle's suite of products. Using your knowledge of ERP, HCM and CX, you'll work alongside Oracle's best sales executives to solve sophisticated customer problems and translate customer requirements into technical solutions.By selling...


  • Harrisburg, Pennsylvania, United States CRH Full time

    Job ID: 498978 Pennsy Supply is a CRH company. CRH is the leading vertically integrated supplier of asphalt, aggregates, cement, ready-mix concrete, and paving and construction services in North America. Our 24,100 employees at 1,300 operating locations provide our customers with top-quality, innovative products and services. Position OverviewSafety-minded,...


  • Harrisburg, Pennsylvania, United States YMCA Full time

    Do you have a passion for fitness and have experience managing a strong team? Join us as our next Fitness DirectorJob DescriptionThis position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. The Fitness Director at the West Shore...


  • Harrisburg, Pennsylvania, United States Oracle Full time

    Job DescriptionLead a team that acts as the central resource and driving force for the design, process, manufacturing, test, quality and marketing of product(s) as they move from conception to distribution. Organize interdepartmental activities ensuring completion of the project/product on schedule and within budget.As a member of the product development...


  • Harrisburg, Pennsylvania, United States Trane Technologies Full time

    At Trane TechnologiesTM and through our businesses including Trane and Thermo King, we create innovative climate solutions for buildings, homes, and transportation that challenge what's possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift...