Customer Care Representative - Enterprise

MSC Industrial Supply Co.; Jonestown (Lebanon County); On-site; USD 21,000 - 29,000; Full time

Job summary

MSC Industrial Supply Co. in Harrisburg, PA, is seeking a Representative, Customer Care Enterprise to manage inbound calls, emails, web and EDI orders for MSC's largest National Accounts.

You will quote, sell and service key customers in accordance with contractual standards, while delivering exceptional support and timely resolution. You will collaborate with National Account Managers to promote MSC's sales solutions, maintain customer relationships, and drive revenue through effective issue

Qualifications

• High school diploma or equivalent required.
• Excellent customer service skills required.
• Ability to speak and write standard business English; bilingual Spanish or French desired.
• Proficiency in MSC systems such as AS/400, Oceana and MSC website.

Responsibilities

• Processes electronically generated orders, quote requests, customer service inquiries for Enterprise Customers.
• Assists customers and team members with technical issues, product knowledge, and order gaps.
• Interacts with National Account Managers to promote sales solutions and revenue strategies.
• Communicates customer concerns to management for effective resolution.
• Uses 3rd party portals and collaborates with Credit and ITB2B teams to minimize invoice rejections.
• Builds internal and external relationships to enhance satisfaction and quoting opportunities.
• Takes ownership of difficult issues and resolves them promptly.
• Supports MSC culture and participates in special projects as required.

Skills

Customer service

Sales skills

Systems knowledge

Communication skills

Bilingual (Spanish or French)

Industrial supply knowledge

MSC competencies

Education

High school diploma

Tools

AS/400

Oceana

MSC website

Job description

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.

Requisition ID : 21416

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.

• Drives the MSC Culture in the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose.

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

*INDICATES ESSENTIAL DUTIES

To perform this job successfully an associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, experience level and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

EDUCATION and EXPERIENCE:

• Possess a high school diploma or equivalent required.

SKILLS:

• 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.

• 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

• Decision Quality

• Drives Collaboration

• Develops Talent

• Communicates Effectively

• Instills Trust

OTHER REQUIREMENTS:

1. This position may require access to International Traffic in Arms Regulations Information ( ITAR ) and/or Controlled Unclassified Information ( CUI ).Compensation starting at $15.24 - $21.00 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. This job posting will remain open for a minimum of 3 business days from the original posting date or longer as needed to fill the position. WHY MSC? 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 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. Visit our page for a better look at our extensive benefits: Your Future Benefits. (https://jobs.mscdirect.com/content/Benefits/?locale=en_US) You will also have the opportunity to join our Associate Inclusion Circles: Women, Pride, Black, Generational, Veterans, HOLA, and Able. These circles are open to all associates and are designed to promote awareness, collaboration, and respect. 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. Please note that MSC uses electronic monitoring and system logs in its workplace, including monitoring of Company-provided systems and collaboration tools, as permitted by applicable law.