Sales Support Rep II

MSC Industrial Direct Co.,Inc.; Davidson (NC); On-site; USD 22,730 - 32,373; Full time

Job summary

MSC Industrial Supply Co. in Davidson, NC is seeking a Customer Service/Support professional to provide exceptional service and sales support to internal and external customers, delivering a value-added customer experience.

Responsibilities include handling inbound calls and emails in a fast-paced call center, performing basic order entry, returns processing, and resolving disputes. A minimum two years in customer service and a high school diploma are required, with preferred MRO distribution

Qualifications

• High School Diploma/GED required.
• At least two years of customer service or customer facing experience required.
• Fast-paced call center experience with knowledge on upsell/cross sell preferred.
• MRO industry and/or distribution experience preferred.

Responsibilities

• Provide customer service and sales support to internal and external customers providing a value-added customer experience.
• Handle inbound calls, emails, and service requests in a fast-paced call center environment and utilize support center tools to drive the customer experience.
• Perform basic order entry, expediting, processing of returns, resolving customer disputes and basic product related questions.
• Follow ISO processes and work instructions to perform tasks as necessary.
• Meet or exceed individual performance guidelines for phone metrics to contribute to department service levels.
• Participate in projects and maintain standard work files.

Skills

Customer service

Call center

Upsell

Cross-sell

Education

High School Diploma/GED

Tools

Microsoft Office

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 :20678

Employment Type :Full Time

Job Category :Customer Service/Support

Job Grade:NonExempt N8

Work Location :Davidson, NC (CSC)

BRIEF POSITION SUMMARY:

Provide customer service and sales support to internal and external customers providing a value-added customer experience.

DUTIES AND RESPONSIBILITIES

• Apply knowledge of all customer service systems, procedures, customers, products, and processes to perform more complex and diverse assignments in support of the day-to-day Sales Support effort.
• Handle internal and external customer requests as capable in an accurate and timely manner including answering inbound calls, emails, and service requests in a fast-paced call center environment and utilize support center tools to drive the customer experience. Request assistance from internal support or supervision as needed.
• Perform basic order entry, expediting, processing of returns, resolving customer disputes and basic product related questions.
• Utilize work instructions and ISO process documentation to perform work as necessary.
• Meet or exceed individual performance guidelines for all phone statistics (not ready time, log-in/log-out, log-in duration time, call length, and % calls presented/answered, etc.) in order to contribute to the department's overall service level.
• May be required to work on project teams for continuous improvement, develop reporting on daily work and interact on collaborative meetings and/or conference calls; maintain, update and organize all standard work physical files.
• Resolve customer complaints as received into call center via phone or email.
• Follow departmental phone script and participate in phone monitoring review and coaching.
• Attend departmental and team meetings.
• Fosters 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.

QUALIFICATIONS

What You Need:

• High School Diploma/GED required.
• At least two years of customer service or customer facing experience required.
• Fast-paced call center experience with knowledge on upsell/cross sell preferred.
• MRO industry and/or distribution experience preferred.

Bonus Points If You Have:

• Strong organizational skills and ability to manage multiple tasks.
• Detail oriented problem-solving skills.
• Solid knowledge of Microsoft Office software.
• ASI and/or AS400 experience preferred.
• Good communication and interpersonal skills.
• Customer service / resolving objections.

• A positive approach and a willingness to learn.

• Ability to work in a team environment.

• Ability to provide support to other team members preferred.

Other Requirements:

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

*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.

Compensation starting at $20hr depending on locationand 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.

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.

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

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