Customer Care Representative - Enterprise

MSC Industrial Direct Co., Inc.; Jonestown (Lebanon County); On-site; USD 20,402 - 32,056; Full time

Job summary

MSC Industrial Direct Co., Inc. in Jonestown, PA is seeking a Representative for Customer Care – Enterprise. This role entails managing customer interactions through various channels including phone and email.

Your responsibilities will include processing orders, assisting with technical issues, and building strong customer relationships to enhance satisfaction and sales opportunities. Ideal candidates will have a high school diploma, strong sales skills, and excellent communication abilities.

Qualifications

• High school diploma or equivalent required.
• Demonstrated sales skills required.
• Excellent communication skills required including business English.

Responsibilities

• Processes orders and inquiries for MSC's large Enterprise Customers.
• Assists customers with technical issues and resolves service concerns.
• Interacts with National Account Managers to promote sales solutions.

Skills

Sales skills

Communication in standard business English

Customer focus

Education

High school diploma or equivalent

Tools

AS/400

Oceana

MSC website

Job description

Requisition ID :20364

Employment Type :Full Time

Job Category :Customer Service/Support

Work Location :Harrisburg, PA (Whse)

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

• Possess a high school diploma or equivalent 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
    • Instills Trust
    • Communicates Effectively
    • Develops Talent
    • Drives Collaboration
    • Decision Quality

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").

Compensation starting at $14.81/hr - $23.27/hr depending 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. We are unable to sponsor or take over sponsorship of an employment Visa for this position at this time.

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.

Location/Region: Jonestown, Pennsylvania