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Customer Care Representative
2 months ago
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 :
16421
Employment Type :
Full Time
Job Category :
Customer Care
Work Location :
Atlanta, GA
BRIEF POSITION SUMMARY:
The Representative, Customer Care – Public Sector is responsible for customer interactions including inbound phone calls, emails, Web and EDI orders, chat, and 3rd party procurement portals.
These representatives interact with MSC customers for the purpose of quoting, selling and servicing MSC's largest Public Sector customers in accordance with MSC's Customer Care contractual standards.
DUTIES and RESPONSIBILITIES:
- Processes electronically generated orders, quote requests, customer service inbound phone calls, email and chat inquiries for MSC's large Public Sector customers.
- Assists customers and other team members with basic customer technical issues, product knowledge, order processing gaps while also resolving all customer service concerns.
- Interacts with Public Sector Account Managers in order to promote MSC's sales related solutions, account retention and revenue generation strategies.
- Communicates customer concerns to management ensuring the most effective problem resolution.
- Utilizes 3rd party purchasing portals.
- Remains up to date with all Public Sector functions and resources in order to service the customers on all new resources when required.
- Builds internal and external customer relationships for the purpose of enhancing customer satisfaction while also improving sales and quoting opportunities.
- Takes ownership with difficult customer service issues while resolving in a timely manner.
- 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.
EDUCATION and EXPERIENCE:
Possess a high school diploma or equivalent required.
SKILLS:
- Excellent customer service skills required.
- Demonstrated sales skills required.
- Proficiency in systems used by the Representative, Customer Care various roles, 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
OTHER REQUIREMENTS:
This position may require access to International Traffic in Arms Regulations Information ("ITAR") and/or Controlled Unclassified Information ("CUI").
Work Locations:
Southfield, MI, Harrisburg, PA, Atlanta, GA and Reno, NV
Compensation starting at $15 – $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.
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.
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.
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 MSCEQUAL 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.
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