Customer Service Advisor

2 weeks ago

Fernley, United States MSC Industrial Supply Full time

POSITION OVERVIEW:

The Customer Support Specialist – Regional Omnichannel is tasked with managing customer interactions via voice and email. This role involves engaging with MSC clients to provide quotes, facilitate sales, and deliver service to our Medium, Large, and Extra Large customers, as well as Field Sales Associates, in alignment with MSC's Customer Care standards. Additionally, Senior Representatives will play a key role in mentoring and training fellow Regional Omnichannel Representatives.

KEY RESPONSIBILITIES:

Handles incoming sales and service inquiries from customers through calls and emails to process orders, resolve issues, manage returns, collaborate with suppliers for product sourcing, offer product suggestions, and provide general online support, all aimed at enhancing sales through upselling.

Collaborates with Field Sales Associates to advocate for MSC's sales solutions, account retention, and revenue growth strategies.

Maintains proficiency in essential MSC processes and applications pertinent to the Customer Care Regional Omnichannel role.

Utilizes various systems (including but not limited to the MSC website, AS400, WebSOE, Salesforce, Oceana & Vendor Websites) and works with other departments to identify and meet both stated and unstated customer needs for products and services.

Communicates customer feedback and proposes solutions to management to ensure effective problem resolution.

Stays informed about all Regional Omnichannel functions and resources to guide, train, and support team members while addressing customer requirements related to new functionalities.

Fosters internal and external customer relationships to boost satisfaction and improve sales and quoting opportunities.

Takes initiative in resolving challenging customer service issues promptly.

Meets the performance expectations of the role, including but not limited to quality, sales, quote conversion, upselling, and productivity metrics.

Conducts thorough follow-ups using a ticket management system to ensure accuracy and timely resolution of customer inquiries.

Promotes the MSC Culture within the department and across the organization to support MSC's vision and unified purpose.

Engages in special projects and performs additional responsibilities as required.

*ESSENTIAL DUTIES

To succeed in this role, an associate must effectively perform each essential duty. The requirements outlined below represent the knowledge, experience, and abilities necessary. Reasonable accommodations may be made to enable individuals with disabilities to fulfill the essential duties.

EDUCATION AND EXPERIENCE:

A high school diploma or equivalent is required.

Successful performance as a Customer Care Omnichannel Representative for a minimum of six months, consistently meeting or exceeding quality standards.

SKILLS:

Exceptional customer service skills are essential.

Proven sales abilities are required.

Proficiency in systems utilized by the Customer Care - Omnichannel role, such as AS400, Oceana, and the MSC website is mandatory.

Strong communication skills are necessary, including the ability to articulate and write in standard business English.

Bilingual proficiency (Spanish or French) is preferred.

A general understanding of the industrial supply sector is desirable.

Demonstrates acceptable proficiency in all MSC's required competencies:

Customer Focus

Decision Quality

Drives Collaboration

Develops Talent

Communicates Effectively

Instills Trust

Compensation starts at $16 – $24 per hour, depending on candidate location and experience.

The salary range provided is based on similar roles in comparable industries and the cost of labor in respective areas. Actual compensation is determined by the candidate's relevant experience, educational qualifications, and peer pay equity. The Company reserves the right to adjust the range as market conditions evolve.

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