MSC Industrial Supply Co. Senior Customer Care Representative - Omnichannel 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 (https://youtu.be/VvCFDMQRyM8) to find out why you should work at MSC and join us as we continue to build a diverse and inclusive workplace.
Requisition ID : 7422
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
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
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
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.
MSC Industrial Supply Co.
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