Onsite Services Lead — Client Solutions & Ops

MSC Industrial Supply Co.; Richmond (VA); On-site; USD 84,000 - 112,000; Full time

Job summary

MSC Industrial Supply Co. is seeking an On-Site Service Manager in Richmond, VA, to lead a team delivering exceptional customer experiences across on-site locations.

This role partners with Field Sales, National Accounts, and Business Development to align strategy and execution for VMI, vending, and complex on-site solutions. The ideal candidate will have a Bachelor's degree or 8+ years of equivalent experience, plus strong leadership and MRO knowledge.

Qualifications

• Bachelor's degree or 8+ years of equivalent experience.
• At least two years of progressive growth in job responsibilities.
• Minimum of three years of supervisory/managerial, project management or sourcing experience.
• Minimum four years of experience in customer service, sales, or inventory management solutions.
• Excellent written and verbal communication skills.
• Strong leadership, strategic thinking, and customer service orientation.
• Proficiency in Microsoft Office Suite.
• Ability to thrive in a fast-paced, team-oriented environment.
• General knowledge of MRO sourcing and market participants.

Responsibilities

• Lead, coach, and develop a team of service representatives, including recruiting, mentoring, and performance management.
• Drive customer satisfaction and retention through strategic leadership and operational excellence.
• Manage the performance and profitability of assigned customer locations, ensuring revenue and margin goals are met.
• Support training in inventory management practices including break/fix, 6S, inventory optimization, and order management.
• Guide customer service and order management development, including AS400 proficiency, SPA maintenance, and cross/up-selling.
• Participate in Customer Improvement Reviews and strategic customer meetings.
• Create and audit SOPs and daily schedules for each on-site location.
• Evaluate and adjust service frequency and resource allocation to optimize capacity and customer experience.
• Collaborate with Routing Administration Team to manage headcount and service schedules.
• Maintain monthly communication with client site champions and conduct monthly site visits.

Skills

Leadership

Communication

Customer Service

Teamwork

MS Office

MRO Sourcing

Strategic Thinking

Education

Bachelor's degree or equivalent

Tools

AS400

Procurement software

Job description

MSC Industrial Supply Co. is seeking an On-Site Service Manager in Richmond, VA, to lead a team delivering exceptional customer experiences across on-site locations.

This role partners with Field Sales, National Accounts, and Business Development to align strategy and execution for VMI, vending, and complex on-site solutions. The ideal candidate will have a Bachelor's degree or 8+ years of equivalent experience, plus strong leadership and MRO knowledge.