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Sales Support Representative
2 months ago
POSITION OVERVIEW:
The Customer Support Specialist is tasked with managing customer interactions via voice and email channels. This role involves engaging with MSC clients to provide quotes, facilitate sales, and deliver service to our Medium, Large, and Extra Large customer segments, as well as collaborating with Field Sales Associates in alignment with MSC's Customer Care protocols. Additionally, this position includes mentoring and training responsibilities for other Customer Support Specialists.
KEY RESPONSIBILITIES:
1. Responds to incoming sales and service inquiries through calls and emails to process orders, resolve issues, manage returns, collaborate with suppliers for product sourcing, make product suggestions, and offer general online support with an emphasis on boosting sales through upselling.
2. Works closely with Field Sales Associates to advocate for MSC's sales solutions, customer retention strategies, and revenue enhancement initiatives.
3. Maintains proficiency in essential MSC processes and applications pertinent to the Customer Support Specialist role.
4. Utilizes various platforms (including but not limited to the MSC website, AS400, WebSOE, Salesforce, Oceana, and Vendor Websites) and collaborates with other departments to identify and meet both expressed and unexpressed customer needs.
5. Communicates customer feedback and provides recommendations to management to ensure effective problem resolution.
6. Stays informed about all Customer Support functions and resources to guide, train, and assist team members while addressing customer needs related to new functionalities.
7. Cultivates relationships with both internal and external customers to enhance satisfaction and improve sales and quoting opportunities.
8. Takes initiative in resolving challenging customer service issues promptly.
9. Meets the performance expectations of the role, including quality, sales, quote conversion, upselling, and productivity metrics.
10. Conducts thorough follow-ups using a ticket management system to ensure accurate and timely responses to customer inquiries.
11. Promotes the MSC Culture within the department and across the organization to support MSC's vision and collective purpose.
12. Engages in special projects and performs additional tasks as necessary.
*ESSENTIAL DUTIES:
To excel in this role, an associate must successfully fulfill each essential duty. The qualifications listed below represent the knowledge, experience, and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.
EDUCATION AND EXPERIENCE:
A high school diploma or equivalent is required.
Successful performance as a Customer Support Specialist for a minimum of six months, consistently meeting or exceeding quality standards.
SKILLS:
1. Strong customer service skills are essential.
2. Proven sales abilities are required.
3. Proficiency in systems utilized by the Customer Support Specialist role, such as AS400, Oceana, and the MSC website is necessary.
4. Excellent communication skills are required, including the ability to articulate and write in standard business English.
5. Bilingual capabilities (Spanish or French) are preferred.
6. General knowledge of the industrial supply sector is advantageous.
7. Demonstrates proficiency in all MSC's required competencies:
- Customer Focus
- Decision Quality
- Drives Collaboration
- Develops Talent
- Communicates Effectively
- Instills Trust
COMPENSATION:
Starting compensation ranges from $16 to $24 per hour, depending on the candidate's location and experience level.
The salary range provided is based on similar roles within comparable industries and the cost of labor in various regions. Actual compensation will be determined based on the candidate's relevant experience, educational background, and peer pay equity. The Company reserves the right to adjust the range as market conditions evolve.
