Customer Experience Ambassador

7 days ago

Southfield, Michigan, United States MSC Industrial Supply Co. Full time

About MSC Industrial Supply Co.

MSC Industrial Supply Co. is a leading North American distributor of metalworking and maintenance, repair, and operations (MRO) products and services. We strive 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 team members achieve their potential. When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, and a variety of benefits to support you and your family's health, well-being, and financial future.

Job Overview

The Customer Care Representative role delivers effortless, personalized, and profitable customer experiences in a contact center environment using various inbound interaction types. This position requires excellent customer service skills, demonstrated sales skills, proficiency in systems used by the Representative, and general knowledge of the industrial supply industry.

Key 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.
  • Responsible for proficiency in required MSC processes and applications relevant to the Customer Care Omnichannel role.
  • Effectively manages customer interactions, including inbound calls and email communications.
  • Utilizes various systems (including but not limited to the MSC website, AS400, WebSOE, Salesforce, Oceana & Vendor Websites) and collaborates 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, and pricing.
  • Troubleshoots and resolves customer issues and concerns (including but not limited to billing, credits, returns, payments, sourcing, pricing, availability, product recommendations, and account-related questions) 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.
  • Achieves goal expectations of the role, including but not limited to quality, sales, quote conversion, upselling, and 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.

Requirements

  • High school diploma or equivalent experience required.
  • Excellent customer service skills required.
  • Demonstrated sales skills desired.
  • Proficiency in systems used by the Representative, Customer Care 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.
  • Bilingual ability (Spanish or French) desired.
  • General knowledge of the industrial supply industry desired.

Benefits

  • Rewards and recognition for contributions.
  • Training and professional development opportunities.
  • Variety of benefits to support your health, well-being, and financial future.
  • Competitive salary starting at $29,750 - $46,750 depending on experience.

Why Choose MSC?

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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