Customer Care Representative

2 weeks ago

Harrisburg, United States MSC Industrial Direct 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 :15787

Employment Type :Full Time

Job Category :Customer Care

Work Location :Harrisburg, PA

State or Province :Pennsylvania (US-PA)

Potential Work Location :United States : Pennsylvania : Harrisburg

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. Works with the Credit and ITB2B Teams to ensure customers' orders are being processed and invoice rejections are minimized.
  • 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.
*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:
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 $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.

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