MSC Industrial Supply Co. Sup, CustCare - 8:30am to 5:30pm in Elkhart, Indiana

Built to Make You Better.Serving customer and community starts with the very best people doing their very best work. That is precisely what we have here at MSC. If you are inspired to learn, expand your circle, take risks, and succeed as a team, you can build a better career at MSC.

Requisition ID : 1447

Employment Type : Full Time

Grade : Exempt 14

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:

  • Monitors call performance of team members to ensure customer service is in line with MSC standards.

  • Coaches associates to acceptable or higher levels of performance according to current performance standards.

  • Maintains the management of call center operations to ensure the achievement of service level goals and objectives.

  • Runs and uses reports needed to manage associate and call center performance.

  • Develops and cultivates good customer relations. Responds to customers needs, consistent with MSC standards, culture and business practices.

  • Recommends improvements to Call Center processes to maximize efficiency and productivity.

  • Communicates regularly with branches to ensure open lines of communication.

  • Focuses efforts towards revenue generation, account penetration, and a reduction of credits/returns.

  • Performs all duties inherent in the role of MSC supervisor as defined by the MSC Code of Conduct including hiring, termination, review, and development of associates.

  • Partners with Management and Human Resources as needed to address and resolve associate and performance issues.

  • Mentors and trains new call center associates to ensure exceptional customer service.

  • Stays informed of process, procedure, and policy changes to appropriately communicate and hold the team accountable to current expectations.

  • Drives the MSC culture in the department and throughout the company to ensure unity of purpose and fulfillment of MSC’s Mission.

  • Participates in special projects and performs additional duties as required.

EDUCATION and EXPERIENCE:

  • A High School diploma or the equivalent is required.

  • Minimum of four years customer service or related experience is required.

  • Prior supervisory experience is preferred.

    SKILLS:

  • Supervisory, motivational, team-building, and leadership skills are required.

  • Strong customer service and problem-solving skills are required.

  • Strong written and oral communication skills are also required.

  • Strong computer skills, including Microsoft Office, are required.

Equal Opportunity Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation or gender identity.