Enterprise Customer Care Specialist

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

Job summary

MSC Industrial Supply Co. is seeking a Customer Care – Enterprise representative in Harrisburg, PA to handle inbound calls, emails, and web orders for MSC's largest National Account customers.

You will quote, sell and service, ensuring adherence to contractual standards and delivering exceptional service. The role emphasizes collaboration with National Account Managers, order accuracy, and proactive issue resolution to drive customer satisfaction and revenue opportunities.

Qualifications

• Possess a high school diploma or equivalent required.
• Excellent customer service skills required.
• Demonstrated sales skills required.
• Proficiency in systems used by the Representative, such as AS/400, Oceana and the MSC website.
• Excellent communication skills required including the ability to speak and write standard business English.
• Bilingual ability (Spanish or French) desired.
• General knowledge of the industrial supply industry desired.

Responsibilities

• Processes Enterprise customer orders via phone, email, Web and EDI orders, chat, and 3rd party portals.
• Assists customers and team members with basic technical issues, product knowledge, and order gaps while resolving service concerns.
• Interacts with National Account Managers to promote MSC's sales solutions, account retention and revenue generation.
• Communicates customer concerns to management to ensure effective resolution.
• Uses 3rd party purchasing portals; coordinates with Credit and ITB2B teams to minimize rejected orders.
• Builds internal and external relationships to improve satisfaction and sales opportunities.
• Takes ownership of difficult customer issues and resolves them promptly.
• Drives MSC culture and participates in special projects as required.

Skills

Excellent customer service

Sales skills

AS/400

Oceana

MSC website

Communication skills

Bilingual

Industrial supply knowledge

Education

High school diploma or equivalent

Job description

MSC Industrial Supply Co. is seeking a Customer Care – Enterprise representative in Harrisburg, PA to handle inbound calls, emails, and web orders for MSC's largest National Account customers.

You will quote, sell and service, ensuring adherence to contractual standards and delivering exceptional service. The role emphasizes collaboration with National Account Managers, order accuracy, and proactive issue resolution to drive customer satisfaction and revenue opportunities.