Sales Support Rep II

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

Job summary

A leading industrial supply company in North Carolina is looking for a Customer Service Representative to provide exceptional support to customers. The ideal candidate will have a strong background in customer service, with at least 5 years of experience, and the ability to thrive in a fast-paced environment. Responsibilities include handling inquiries, order processing, and ensuring a positive customer experience. Expected to work collaboratively in a team setting while driving the company culture.

Qualifications

• 5+ years of customer service or customer-facing experience preferred.
• Fast-paced call-center experience with upsell/cross-sell knowledge preferred.
• MRO industry and/or distribution experience preferred.

Responsibilities

• Provide customer service and sales support to internal and external customers.
• Handle inbound calls, emails, and service requests.
• Order entry, processing returns, resolving customer disputes.
• Participate in project teams for continuous improvement.
• Drive the MSC culture to ensure unity of purpose.

Skills

Organizational skills

Problem-solving skills

Microsoft Office proficiency

Communication skills

Customer service skills

Teamwork

Coaching ability

Education

High School Diploma or GED

Tools

Microsoft Office

ASI

AS400

Job description

Job Summary

Provide customer service and sales support to internal and external customers, delivering a value‑added customer experience.

Duties and Responsibilities

• Apply knowledge of all customer service systems, procedures, and processes to perform complex assignments in support of day‑to‑day Sales Support.
• Handle inbound calls, emails, and service requests in a fast‑paced call‑center environment, utilizing support center tools to drive the customer experience. Request assistance from internal support or supervision as needed.
• 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 to contribute to the department’s overall service level.
• 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 via phone or email.
• Follow departmental phone script and participate in phone monitoring review and coaching.
• Attend departmental and team meetings.
• Drive the MSC culture throughout the company to ensure unity of purpose and fulfillment of MSC’s mission.
• Participate in special projects and perform additional duties as required.

Education and Experience

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

Skills

• 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.
• Positive approach and willingness to learn.
• Ability to work in a team environment.
• Ability to coach and provide support to other team members.

Compensation

Starting at $20 per hour, depending on experience.

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.