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Customer Care Metalworking Technical Support Representative

3 months ago

Fernley, United States MSC Industrial Supply Full time
Build a better career with MSC.
Serving customer and community starts with the very best people doing their very best work.

That is precisely what we have at MSC Industrial Supply Co., a leading North American distributor of metalworking and maintenance, repair, and operations (MRO) products and services.

Watch HERE to find out why you should work at MSC and join us as we continue to build a diverse and inclusive workplace.

Requisition

ID :
16001

Employment Type :
Full Time

Job Category :
Customer Care

Work Location :
Atlanta, GA (Whse)

State or Province :
Georgia (US-GA)

Potential Work Location :
United States : Nevada : Fernley || United States : Georgia : Atlanta || United States : Pennsylvania : Harrisburg

BRIEF POSITION SUMMARY:
The Technical Support Rep assists internal and external customers with application recommendations, alternative product selections and technical inquiries.

DUTIES and RESPONSIBILITIES:

  • 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
*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:
o High school diploma or equivalent is required. Bachelor's degree preferred

o Minimum of five years Metalworking industry experience/knowledge required

o Minimum of two years inbound/ outbound telephone sales, outside sales, or customer service experience preferred.

SKILLS:
o Some CRT data entry experience is required.

o Basic PC Knowledge is required.

o Excellent resourcefulness, organizational skills and sense of urgency.

o Knowledge of basic arithmetic is required.

o Knowledge of MSC like products and the ability to provide technical assistance on various product categories is required.

o Excellent customer service and sales skills are preferred

o Good oral and written communications skills are also required.

OTHER REQUIREMENTS:
o This position may require access to International Traffic in Arms Regulations Information ("ITAR") and/or Controlled Unclassified Information ("CUI").

Compensation starting at $14 – $22 / 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.

Why MSC
People. Collaboration. Insight. That's how you build something that works.


Built on a foundation of trust, MSC works side by side with our customers to help them drive business results.

With more than one million product offerings and 75+ years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions.

We care about our associates and have programs in place to help our 6,500+ team members achieve their potential.

When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, as well as a variety of benefits to support you and your family's health, well-being, and financial future.


If you are inspired to learn, take risks, and succeed as a team, you can build a better career at MSC.

Equal 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.