What are the responsibilities and job description for the Customer Care Representative - Omnichannel position at MSC Industrial Supply Co.?
BUILD A BETTER CAREER WITH MSC
Serving customers and our community starts with the best people doing their best work. That is precisely what we have created at MSC Industrial Supply Co. We are a leading North American distributor of metalworking and maintenance, repair, and operations (MRO), products and services. We offer more than 2 million products and have over 80 years of experience across dozens of industries. We aim to execute our Built to Make You Better brand promise for all our stakeholders, including our associates.
Requisition ID :17440
Employment Type :Full Time
Job Category :Customer Care
Work Location :Reno, NV (Whse)
Brief Position Summary
In addition to delivering effortless, personalized and profitable customer experiences in a contact center environment using various inbound interaction types, the Senior Customer Care Omnichannel Representative must exceptional individual performance and be able to lead others. Also acts as a peer leader and promote company initiatives at a department level.
DUTIES And RESPONSIBILITIES
EDUCATION And EXPERIENCE
The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate’s relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.
Why MSC? People. Collaboration. Insight. That’s how you build something that works. Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 75 years of experience across industries, MSC strives 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 6,500 team members achieve their potential.
When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, Associate Inclusion Circles: Women, Pride, Black, Veterans, HOLA and DisABLEd as well as a variety of benefits to support you and your family's health, well-being, and financial future. If you are inspired to learn, take risks, and succeed as a team, you can build a better career at MSC.
Equal Opportunity Statement: 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. By applying to this job you agree to the Application and Acknowledgment Declaration terms. Click HERE to review.
Serving customers and our community starts with the best people doing their best work. That is precisely what we have created at MSC Industrial Supply Co. We are a leading North American distributor of metalworking and maintenance, repair, and operations (MRO), products and services. We offer more than 2 million products and have over 80 years of experience across dozens of industries. We aim to execute our Built to Make You Better brand promise for all our stakeholders, including our associates.
Requisition ID :17440
Employment Type :Full Time
Job Category :Customer Care
Work Location :Reno, NV (Whse)
Brief Position Summary
In addition to delivering effortless, personalized and profitable customer experiences in a contact center environment using various inbound interaction types, the Senior Customer Care Omnichannel Representative must exceptional individual performance and be able to lead others. Also acts as a peer leader and promote company initiatives at a department level.
DUTIES And RESPONSIBILITIES
- *Strong knowledge of required MSC process and applications relevant to the Customer Care Omnichannel role.
- *Provides exceptional customer service & effortless experiences in accordance with MSC standards to ensure customer satisfaction, account retention and revenue generation.
- *Utilizes strong sales skills to provide effortless customer experiences related to products, services and pricing regardless of the modality.
- *Troubleshoots and resolves complex customer issues & concerns (including but not limited to billing, credits, returns, payments, sourcing, pricing, availability, product recommendations & account related questions) using the most efficient and cost-effective resources and processes.
- *Effectively navigates various systems (including but not limited to the MSC website, AS400, WebSOE, Salesforce, Oceana & Vendor Websites) & collaborate with other departments to identify and address the customers stated and unstated product & service needs.
- *Resolves customer product and service requests by providing sales-related solutions utilizing common and alternative sources of information.
- *Provides guidance and support to associates needing assistance with the resolution of customer issues.
- *Proactively identifies and communicates customer concerns to leadership team to ensure effective and lasting problem resolution.
- *Achieves the goal expectations of the role, including but not limited to quality, sales, quote conversion, upselling & productivity measurements.
- *Resolves escalated customer inquiries, strategic customer service in accordance with MSC Standards to the issue and grow the customer relationship.
- *Drives the MSC Culture in the department and throughout the company to ensure fulfillment of MSC’s vision and unity of purpose.
- *Participation in special projects and performs additional duties as required
- INDICATES ESSENTIAL DUTIES
EDUCATION And EXPERIENCE
- High school diploma or equivalent required.
- Perform successfully as a Customer Care Omnichannel Representative for a minimum of six months required, while consistently meeting or exceeding Quality expectations.
- Excellent customer service skills required.
- Demonstrated sales skills required.
- Proficiency in systems used by the Representative, Customer Care - Omnichannel 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 required.
- Bilingual ability (Spanish or French) desired.
- General knowledge of the industrial supply industry desired.
- Demonstrates acceptable proficiency in all MSC’s required competencies:
- Customer Focus
- Decision Quality
- Drives Collaboration
- Develops Talent
- Communicates Effectively
- Instills Trust
- This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”).
The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate’s relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.
Why MSC? People. Collaboration. Insight. That’s how you build something that works. Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 75 years of experience across industries, MSC strives 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 6,500 team members achieve their potential.
When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, Associate Inclusion Circles: Women, Pride, Black, Veterans, HOLA and DisABLEd as well as a variety of benefits to support you and your family's health, well-being, and financial future. If you are inspired to learn, take risks, and succeed as a team, you can build a better career at MSC.
Equal Opportunity Statement: 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. By applying to this job you agree to the Application and Acknowledgment Declaration terms. Click HERE to review.
Salary : $17 - $21
