Customer Care Support representative

4 weeks ago

Southfield, 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 :14985

Employment Type :Full Time

Job Category :Customer Care

Work Location :Southfield, MI

State or Province :Michigan (US-MI)

Potential Work Location :United States : Michigan : Southfield || United States : Indiana : Elkhart

BRIEF POSITION SUMMARY:

The Commercial Sales Support Representative must provide an effortless, expedient support and resolution channel to our internal and external customers. The processes used to handle the support transactions are designed to minimize the customer involvement in the resolution process and create great customer satisfaction and confidence in MSC's ability to support our customer's needs.

DUTIES and RESPONSIBILITIES:

* Responsible for proficiencies in required MSC processes and applications relevant to the Commercial Sales Support and Customer Care Omnichannel roles.

* Effectively manages customer interactions including inbound and outbound calls and email communications.

* Utilizes various systems (including but not limited to the MSC website, AS400, WebSOE, Salesforce, Oceana and Vendor Websites) and collaborate with other departments to identify and address the customers stated and unstated product and service needs.

* Provides effortless customer experiences regardless of the chosen modality related to products, services, pricing and follow up.

* Resolves customer issues and follow up needs using the most efficient and cost-effective resources and processes.

* Delivers customer service in accordance with MSC quality standards to ensure customer satisfaction, account retention and revenue growth.

* Consistently expands sales, service and product knowledge using MSC's training offerings.

* Adopts and exhibits MSC Culture to ensure the fulfillment of MSC's vision and purpose.

* Communicates customer issues and trends to leadership to ensure timely resolution and improvements in the customer overall experience.

* Achieves the productivity goal expectations of the role.

* 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.

* 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 graduate equivalent required.

o Experience in a Call Center environment and handling customer resolution preferred.

SKILLS:

o Strong verbal and written communication skills required.

o Proficiency in Microsoft Office applications, specifically Outlook, Word and Excel desired.

o Experience with Sales Force and AS400 is desired.

o Strong customer service and sales skills required.

o Strong organizational and time management skills required.

o Bilingual ability (Spanish or French) desired.

o Demonstrates acceptable proficiency in all MSC's required competencies:

o Customer Focus

o Decision Quality

o Drives Collaboration

o Develops Talent

o Communicates Effectively

o Instills Trust

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.

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