Customer Care Representative - Enterprise

MSC Industrial Direct Co.,Inc.; Reno (NV); On-site; USD 20,994 - 33,007; Full time

Job summary

MSC Industrial Direct Co.,Inc. seeks a Customer Care Representative to handle customer interactions such as phone calls, emails, and orders from large national accounts. The successful candidate will demonstrate strong customer service and sales skills while managing inquiries and resolving issues effectively.

The position requires a high school diploma and proficiency in relevant systems. Bilingual skills in Spanish or French are preferable. This role is pivotal in driving customer satisfaction and fulfilling MSC's vision.

Qualifications

• Must possess a high school diploma or equivalent.
• Excellent customer service skills are required.
• Demonstrated sales skills are necessary.

Responsibilities

• Process electronic orders and customer inquiries for large Enterprise Customers.
• Assist customers with technical issues and resolve service concerns.
• Promote sales solutions and account retention with National Account Managers.

Skills

Excellent customer service skills

Demonstrated sales skills

Proficiency in systems (AS/400, Oceana)

Excellent communication skills (English)

Bilingual ability (Spanish or French)

General knowledge of industrial supply

Education

High school diploma or equivalent

Job description

BUILD A BETTER CAREER WITH MSC

Requisition ID :20723

Employment Type :Full Time

Job Category :Customer Service/Support

Work Location :Reno, NV (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

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

COMPENSATION

Compensation starting at $15.24 - $23.96 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.