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MSC Industrial Supply Co. Senior Representative, Customer Care Support - Commercial Sales in Elkhart, Indiana

Build a better career with MSC.

Serving customer and community starts with the very best people doing their very best work. That is precisely what we have at MSC Industrial Supply Co., a leading North American distributor of metalworking and maintenance, repair, and operations (MRO) products and services. Watch HERE to find out why you should work at MSC and join us as we continue to build a diverse and inclusive workplace.

Requisition ID : 5215

Employment Type : Full Time

Job Category : Customer Care / Contact Centre

Work Location : Elkhart, IN (Whse)

State or Province : Indiana (US-IN)

Potential Work Location : United States : Indiana : Elkhart

DUTIES and RESPONSIBILITIES:

  • Responsible for proficiencies in required MSC processes and applications relevant to the Commercial Sales Support and Customer Care Omnichannel roles.

  • Effectively manages customer interactions including inbound and outbound calls and email communications.

  • Utilizes various systems (including but not limited to the MSC website, AS400, WebSOE, Salesforce, Oceana and Vendor Websites) and collaborate with other departments to identify and address the customers stated and unstated product and service needs.

  • Provides effortless customer experiences regardless of the chosen modality related to products, services, pricing and follow up.

  • Resolves customer issues and follow up needs using the most efficient and cost-effective resources and processes.

  • Assists in mentoring and training of CSS Reps.

  • Ability to support all areas and channels in Commercial Sales Support.

  • Delivers customer service in accordance and above MSC quality standards to ensure customer satisfaction, account retention and revenue growth.

  • Consistently expands and recommends ways to expand MSC sales, service and product knowledge using MSC’s training offerings and other MSC resources.

  • Adopts and exhibits MSC Culture to ensure the fulfillment of MSC’s vision and purpose.

  • Communicates customer issues, trends and possible solutions to leadership to ensure timely resolution and improvements in the customer overall experience.

  • Achieves and surpasses the productivity goal expectations of the role.

  • Conducts extensive follow-up through the utilization of a ticket management system to ensure accuracy and timely resolution to customer inquiries.

  • 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

EDUCATION and EXPERIENCE:

  • High school diploma or graduate equivalent required.

  • Minimum of one year in a Call Center environment and handling customer resolution required.

  • Minimum of two years of sales and customer service experience required.

SKILLS:

  • Excellent verbal and written communication skills required.

  • Proficiency in Microsoft Office applications, specifically Outlook, Word and Excel desired.

  • Experience with Sales Force and AS400 is required.

  • Excellent customer service and sales skills required.

  • Excellent organizational and time management skills required.

  • Excellent strong problem-solving and process skills required.

  • Bilingual ability (Spanish or French) desired.

  • General knowledge of the industrial supply industry desired.

  • Demonstrates acceptable proficiency in all MSC’s required competencies: o Customer Focus

  • Decision Quality

  • Drives Collaboration

  • Develops Talent

  • Communicates Effectively

  • Instills Trust

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, 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.

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