Customer Care Representative - Enterprise

MSC Industrial Supply Co.; Elkhart (IN); On-site; USD 42,000 - 65,000; Full time

Job summary

MSC Industrial Supply Co. is seeking a Representative, Customer Care – Enterprise to handle inbound calls, emails, Web and EDI orders, chat, and 3rd party portals for MSC's largest National Account customers.

You will quote, sell and service with a focus on customer satisfaction, cross-functional collaboration with National Account Managers, and timely issue resolution, while upholding MSC's Customer Care standards and processes.

Qualifications

• High school diploma or equivalent.
• Excellent customer service and sales skills.
• Proficiency with MSC systems (AS/400, Oceana, MSC website).
• Strong written and spoken English.

Responsibilities

• Process enterprise orders, quotes, and inquiries for large customers.
• Assist customers and teammates with technical issues and order gaps.
• Collaborate with National Account Managers to promote solutions and revenue.
• Relay customer concerns to management for timely resolution.
• Work with 3rd party portals; coordinate with Credit and ITB2B teams to minimize rejections.
• Stay up-to-date with Enterprise resources to serve customers.
• Build relationships to improve satisfaction and sales opportunities.
• Own difficult service issues and resolve promptly.
• Support MSC culture and company vision.
• Participate in special projects as required.

Skills

Customer service

Sales

Communication

Problem resolution

Education

High school diploma

Tools

AS/400

Oceana

MSC website

Job description

Brief Position Summary

The Representative, Customer Care – Enterprise is responsible for customer interactions including inbound phone calls, emails, Web and EDI orders, chat, and 3rd party procurement portals. These representatives interact with MSC customers for the purpose of quoting, selling and servicing MSC's largest National Account customers in accordance with MSC's Customer Care contractual standards.

Brief Position Summary

The Representative, Customer Care – Enterprise is responsible for customer interactions including inbound phone calls, emails, Web and EDI orders, chat, and 3rd party procurement portals. These representatives interact with MSC customers for the purpose of quoting, selling and servicing MSC's largest National Account customers in accordance with MSC's Customer Care contractual standards.

Duties And Responsibilities

• Processes electronically generated orders, quote requests, customer service inbound phone calls, email and chat inquiries for MSC's large Enterprise Customers.
• Assists customers and other team members with basic customer technical issues, product knowledge, order processing gaps while also resolving all customer service concerns.
• Interacts with National Account Managers in order to promote MSC's sales related solutions, account retention and revenue generation strategies.
• Communicates customer concerns to management ensuring the most effective problem resolution.
• Utilizes 3rd party purchasing portals. Works with the Credit and ITB2B Teams to ensure customers' orders are being processed and invoice rejections are minimized.
• Remains up to date with all Enterprise functions and resources in order to service the customers on all new resources when required.
• Builds internal and external customer relationships for the purpose of enhancing customer satisfaction while also improving sales and quoting opportunities.
• Takes ownership with difficult customer service issues while resolving in a timely manner.
• Fosters 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

Qualifications

What You Need:

• Possess a high school diploma or equivalent required.

• Excellent customer service skills required.
• Demonstrated sales skills required.
• Proficiency in systems used by the Representative, Customer Care various roles, 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.
• Demonstrates acceptable proficiency in all MSC's required competencies:
  • Customer Focus
  • Decision Quality
  • Drives Collaboration
  • Develops Talent
  • Communicates Effectively
  • Instills Trust

Bonus Points If You Have

• Bilingual ability (Spanish or French) desired.
• General knowledge of the industrial supply industry desired.

Other Requirements

• This position may require access to International Traffic in Arms Regulations Information ("ITAR") and/or Controlled Unclassified Information ("CUI").

Open