Regional Omnichannel Customer Care Pro

MSC Industrial Direct Co.,Inc.

Reno (NV)

On-site

USD 2,099,000 - 3,301,000

Full time

9 days ago

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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.