What are the responsibilities and job description for the Customer Care Representative - Enterprise position at MSC Industrial Supply?
BRIEF POSITION SUMMARY :
The Representative, Customer Care – Enterprise is responsible for customer interactions including inbound phone calls, emails, Web and EDI orders, chat, and 3rd party procurement portals. These representatives interact with MSC customers for the purpose of quoting, selling and servicing MSC’s largest National Account customers in accordance with MSC’s Customer Care contractual standards.
DUTIES and RESPONSIBILITIES :
Processes electronically generated orders, quote requests, customer service inbound phone calls, email and chat inquiries for MSC’s large Enterprise Customers.
Assists customers and other team members with basic customer technical issues, product knowledge, order processing gaps while also resolving all customer service concerns.
Interacts with National Account Managers in order to promote MSC’s sales related solutions, account retention and revenue generation strategies.
Communicates customer concerns to management ensuring the most effective problem resolution.
Utilizes 3rd party purchasing portals. Works with the Credit and ITB2B Teams to ensure customers’ orders are being processed and invoice rejections are minimized.
Remains up to date with all Enterprise functions and resources in order to service the customers on all new resources when required.
Builds internal and external customer relationships for the purpose of enhancing customer satisfaction while also improving sales and quoting opportunities.
Takes ownership with difficult customer service issues while resolving in a timely manner.
Drives the MSC Culture in the department and throughout the company to ensure fulfillment of MSC’s vision and unity of purpose.
Participates in special projects and performs additional duties as required.
- INDICATES ESSENTIAL DUTIES
To perform this job successfully an associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, experience level and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
EDUCATION and EXPERIENCE :
Possess a high school diploma or equivalent required.
SKILLS :
Excellent customer service skills required.
Demonstrated sales skills required.
Proficiency in systems used by the Representative, Customer Care various roles, 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
OTHER REQUIREMENTS :
This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and / or Controlled Unclassified Information (“CUI”).
Compensation starting at $14 – $22 / hour dependent on candidate location 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.
Salary : $14 - $22
