Customer Care Representative - Regional Omnichannel

MSC Industrial Direct Co.,Inc.; Reno (NV); On-site; USD 2,099,000 - 3,301,000; Full time

Job summary

MSC Industrial Supply Co. in Reno, NV (Whse) is seeking a Customer Care – Regional Omnichannel Representative.

You will handle customer voice and email interactions to quote, sell and service MSC’s Medium to Extra Large customers and Field Sales Associates, while mentoring others in the regional team. The role emphasizes upselling, cross-functional collaboration, and adherence to MSC processes across AS/400, WebSOE, Salesforce and vendor sites.

Qualifications

• High school diploma or equivalent required.
• Perform successfully as a Customer Care Omnichannel Representative for a minimum of six months, while consistently meeting or exceeding Quality expectations.
• Excellent customer service skills required.
• Demonstrated sales skills required.
• Proficiency in systems used by the Representative, Customer Care - Omnichannel role, 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.
• 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.

Responsibilities

• Answers inbound sales and service customer calls and emails to process orders, troubleshoot issues, complete returns, source products, and upsell.
• Interacts with Field Sales to promote MSC's sales solutions, retention and revenue strategies.
• Be proficient in MSC processes and applications relevant to Customer Care - Omnichannel.
• Utilize MSC website, AS400, WebSOE, Salesforce, and vendor sites to identify needs and assist customers.
• Communicate customer concerns and suggest resolutions to management.
• Stay up to date with Omnichannel functions and resources to guide and train teammates.
• Build internal and external customer relationships to improve satisfaction and sales opportunities.
• Take ownership of difficult issues and resolve promptly.
• Aim to meet quality, sales, quote conversion, upsell, and productivity goals.
• Follow up on inquiries using ticket management for accuracy and timeliness.
• Support MSC culture and participate in special projects as needed.

Skills

Customer service

Sales skills

MSCS systems proficiency

Communication

Industrial supply knowledge

Competencies: Customer Focus

Competencies: Decision Quality

Competencies: Drives Collaboration

Competencies: Develops Talent

Competencies: Communicates Effectively

Competencies: Instills Trust

Education

High school diploma or equivalent

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 :21631

Employment Type :Full Time

Job Category :Customer Service/Support

Work Location :Reno, NV (Whse)

BRIEF POSITION SUMMARY

The Representative, Customer Care – Regional Omnichannel is responsible for handling customer voice and email interactions. This associate interacts with MSC customers for the purpose of quoting, selling and servicing MSC's Medium, Large and Extra Large customers as well as Field Sales Associates in accordance with MSC's Customer Care standards. Additionally, the Sr. Representatives will mentor and train other Regional Omnichannel Representatives.

DUTIES and RESPONSIBILITIES

• Answers inbound sales and service customer calls and emails to process orders, troubleshoot issues, complete returns, collaborate with vendors to source products, make product recommendations and provide general web support with a focus on increasing sales through upselling.
• Interacts with Field Sales Associates to promote MSC's sales related solutions, account retention and revenue generation strategies.
• Responsible for proficiency in required MSC processes and applications relevant to the Customer Care Regional Omnichannel role.
• Utilizes various systems (including but not limited to the MSC website, AS400, WebSOE, Salesforce, Oceana & Vendor Websites) & collaborates with other departments to identify and address the customers stated and unstated product & service needs.
• Communicates customer concerns and makes recommendations to management ensuring the most effective problem resolution.
• Remains up to date with all Regional Omnichannel functions and resources to guide, train and assist team members, while also serving the customers' requirements related to new functionality.
• Builds internal and external customer relationships to enhance customer satisfaction while also improving sales and quoting opportunities.
• Takes ownership with difficult customer service issues while resolving in a timely manner.
• Achieves the goal expectations of the role, including but not limited to quality, sales, quote conversion, upselling & productivity measurements.
• Conducts extensive follow-up through the utilization of a ticket management system to ensure accuracy and timely resolution to customer inquiries.
• 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

• High school diploma or equivalent required.
• Perform successfully as a Customer Care Omnichannel Representative for a minimum of six months, while consistently meeting or exceeding Quality expectations.

SKILLS

• Excellent customer service skills required.
• Demonstrated sales skills required.
• Proficiency in systems used by the Representative, Customer Care - Omnichannel role, 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.
• 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

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.

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.

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.