Customer Service Representative

1 week ago


Southfield, Michigan, United States MSC Industrial Direct Full time
About the Role

We are seeking a highly skilled Customer Service Representative - Digital Solutions to join our team at MSC Industrial Supply Co. As a key member of our customer-facing team, you will be responsible for providing exceptional customer service and support to our customers through various digital channels.

Key Responsibilities
  • Provide timely and effective support to customers through phone, email, chat, and other digital platforms.
  • Utilize strong sales skills to offer related products and services to increase customer penetration.
  • Troubleshoot and resolve complex customer issues and concerns in a timely and professional manner.
  • Assist customers through multiple modalities to ensure full support of customer service functions and standards.
  • Remain up-to-date with all website functions and resources to service the customer.
  • Identify initiatives to enhance customer satisfaction and communicate these to appropriate channels for implementation as needed.
  • Provide guidance and support to associates needing assistance with the resolution of customer issues.
  • Promote company initiatives at a department level in a changing environment.
  • Achieve the goal expectations of the role, including but not limited to quality, sales, quote conversion, upselling & productivity measurements.
Requirements
  • High school diploma or equivalent required.
  • Perform successfully as a Customer Care Omnichannel Representative for a minimum of six months, while consistently meeting or exceeding Quality expectations preferred.
  • Strong customer service skills required.
  • Strong time management skills required.
  • Strong understanding of digital solutions (such as website features).
  • Proficiency in systems used by the Representative, Customer Care Digital Web role, such as as/400, Oceana and the MSC website required.
  • Strong interpersonal and communication skills; capable of explaining simple procedures in writing and verbally; good phone skills required.
  • Working knowledge and use of Microsoft Office is required. (Outlook, Word, Excel, etc.)
  • Bilingual ability (Spanish or French) desired.
  • General knowledge of the industrial supply industry desired.
  • Demonstrates acceptable proficiency in all MSCs required competencies: Customer Focus, Decision Quality, Drives Collaboration, Develops Talent, Communicates Effectively, Instills Trust.
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 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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