Customer Service Professional
2 weeks ago
At MSC, we're committed to building a better career for our associates. As a Customer Care Representative, you'll play a vital role in serving our customers and driving business results.
About the RoleWe're seeking an experienced customer service professional to join our team as a Customer Care Representative. In this role, you'll be responsible for handling customer voice and email interactions, quoting, selling, and servicing our medium, large, and extra-large customers. You'll also have the opportunity to mentor and train other representatives.
Key Responsibilities- Answer inbound sales and service customer calls and emails to process orders, troubleshoot issues, complete returns, collaborate with vendors, make product recommendations, and provide general web support, focusing on increasing sales through upselling.
- Interact with Field Sales Associates to promote MSC's sales-related solutions, account retention, and revenue generation strategies.
- Be proficient in required MSC processes and applications relevant to the Customer Care Regional Omnichannel role.
- Utilize various systems, including the MSC website, AS400, WebSOE, Salesforce, Oceana, and vendor websites, and collaborate with other departments to identify and address customer needs.
- Communicate customer concerns and make recommendations to management to ensure effective problem resolution.
- Stay up-to-date with all Regional Omnichannel functions and resources to guide, train, and assist team members while serving customer requirements related to new functionality.
- Build internal and external customer relationships to enhance customer satisfaction and improve sales and quoting opportunities.
- Take ownership of difficult customer service issues and resolve them in a timely manner.
- Achieve goal expectations, including quality, sales, quote conversion, upselling, and productivity measurements.
- Conduct extensive follow-up through ticket management systems to ensure accuracy and timely resolution to customer inquiries.
- You must possess a high school diploma or equivalent.
- You should have successfully performed as a Customer Care Omnichannel Representative for at least six months, consistently meeting or exceeding quality expectations.
- You need excellent customer service skills, demonstrated sales skills, proficiency in systems used by the Representative, Customer Care - Omnichannel role, such as AS/400, Oceana, and the MSC website, excellent communication skills, and general knowledge of the industrial supply industry.
As a valued associate at MSC, you'll enjoy competitive compensation, starting at $18-$25 per hour, based on candidate location and experience. Our comprehensive benefits package includes rewards and recognition for your contributions, training and professional development opportunities, Associate Inclusion Circles, and a variety of benefits to support your health, well-being, and financial future.
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Jonestown, Pennsylvania, United States MSC Full timeAbout MSCAt MSC, we're a leading North American distributor of metalworking and maintenance, repair, and operations (MRO) products and services. With over 80 years of experience across dozens of industries, we aim to deliver our Built to Make You Better brand promise to all our stakeholders, including our associates.Job OverviewWe're seeking a Customer Care...
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