Customer Care Representative- Omnichannel

Build A Better Career With MSC

Serving customers and our community starts with the best people doing their best work. That is precisely what we have created at MSC Industrial Supply Co. We are a leading North American distributor of metalworking and maintenance, repair, and operations (MRO), products and services. We offer more than 2 million products and have over 80 years of experience across dozens of industries. We aim to execute our Built to Make You Better brand promise for all our stakeholders, including our associates.

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 demonstrate 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

Skills

Other Requirements

This position may require access to International Traffic in Arms Regulations Information (ITAR) and / or Controlled Unclassified Information (CUI). Compensation starting at $17- $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. Applicants must be currently authorized to work in the United States on a full-time basis.

We are unable to sponsor or take over sponsorship of an employment Visa for this position at this time.

Why MSC?

People. Collaboration. Insight. Thats 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 80+ 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.

Our Commitment To You

Our associates are our top priority and investing in their well-being is one way we execute our Built to Make You Better brand promise. Alongside competitive pay, we have a comprehensive benefits program to support you and your family's health, well-being and financial future. We offer dynamic healthcare plans, generous 401K and stock purchasing programs, tuition reimbursement opportunities, and paid time away for holidays, vacations, and illness.

Equal Employment 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 or any category protected by applicable law. Accommodation requests can be made at any stage of the recruitment process; applicants are asked to make their needs / requirements known.