Sales Support Rep II — Customer Experience & Upsell

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

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