Customer Care Supervisor - Public Sector

Brief Position Summary

The Supervisor, Customer Care, Public Sector is responsible for managing a team of dedicated sales and service associates who focus their efforts on a specific account (s). In addition, the Supervisor is responsible for maintaining relationships to improve the account status with both internal and external customers.

DUTIES And RESPONSIBILITIES

• Manages a dedicated team of Public Sector associates while responsible for specific Public Sector account service level goals and performance standards for their team members (multi-site) ensuring customer care activities meet or exceed contract level Service Level Agreements (SLA s).
• Recommends improvements to Public Sector account processes to maximize efficiency, productivity and overall service for the account.
• Communicates with the customer, Public Sector Account leadership to implement performance standards to meeting customer expectations.
• Works with Supply Chain to improve specialized shipping methods for dedicated accounts.
• Participates in efforts to increase revenue generation, account penetration and a reduction of credit/returns while driving business through the website and other e-procurement platforms.
• Participates with EProcurement, Accounting, Credit and the IT-B2B teams to identify and improve EDI order automation allowing MSC to improve DSO.
• Participates with current and new 3rd party purchasing portals. Trains and mentors team members on the proper implementation and usage. Works with Credit, ITB2B and Accounting teams ensuring DSO is maintained.
• Communicates regularly with ROCR s that interact with Public Sector Accounts to ensure open lines of communication.
• Travels to all National CFC locations to train, mentor and improve specific dedicated account customer care and operations knowledge.
• Participates in team/staff meetings, customer meetings, /Public Sector Team manager meetings for the purpose of improving operational improvements.
• Investigates best practices and participates in cross-functional teams to develop and implement improved service levels within the Customer Care organization.
• 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
  
  

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.
• Perform successfully as a Customer Care Omnichannel, Digital, Enterprise or Public Sector Representative while consistently meeting or exceeding Quality expectations for a minimum of two years is preferred.
• Perform successfully as a Customer Care Supervisor for a minimum of one year inbound/outbound call center management experience is preferred
  
  

Skills

• Knowledge of call center technology, including quality monitoring, service-based tracking(ticket), agent desktop and workforce management systems required
• Computer literacy and proficiency in word processing and spreadsheet software is required.
• Good written and verbal communications skills required.
• Problem solving, decision making, and change mgt skills balanced with solid relationship building skills
• Bilingual ability (Spanish or French) desired.
• Ability to partner within and across teams, building relationships required
• Change management skills required.
• Supervisory, motivational and leadership skills required.
• Excellent time management and organizational skills are required.
• Demonstrates acceptable proficiency in all MSC s required competencies:
• Customer Focus
• Decision Quality
• Drives Collaboration
• Develops Talent
• Communicates Effectively
• Instills Trust
  
  

Other Requirements

• Position requires a valid state driver s license and the ability to travel 10--20% of the time is required.
• This position may require access to International Traffic in Arms Regulations Information ( ITAR ) and/or Controlled Unclassified Information ( CUI ).
  
  

Compensation starting at $56280 - $80400 depending on 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.