Customer Care Representative - Regional Omnichannel
Company: MSC Industrial Direct
Posted on: September 19, 2023
Build a better career with MSC.
Serving customer and community starts with the very best people
doing their very best work. That is precisely what we have at MSC
Industrial Supply Co., a leading North American distributor of
metalworking and maintenance, repair, and operations (MRO) products
and services. Watch HERE (https://youtu.be/VvCFDMQRyM8) to find out
why you should work at MSC and join us as we continue to build a
diverse and inclusive workplace.
Requisition ID :14147
Employment Type :Full Time
Job Category :Customer Care / Contact Centre
Work Location : Orlando, FL
State or Province : Florida (US-AL)
Potential Work Location :United States : Florida : Orlando
Job Grade: NonExempt N7
BRIEF POSITION SUMMARY:
The Representative, Customer Care - Regional Omnichannel is
responsible for handling customer voice and email interactions.
This associate interacts with MSC customers for the purpose of
quoting, selling and servicing MSC's Medium, Large and Extra Large
customers as well as Field Sales Associates in accordance with
MSC's Customer Care standards.
DUTIES and RESPONSIBILITIES:
Answers inbound sales and service customer calls and emails to
process orders, troubleshoot issues, complete returns, collaborate
with vendors to source products, make product recommendations and
provide general web support with a focus on increasing sales
Interacts with Field Sales Associates to promote MSC's sales
related solutions, account retention and revenue generation
Responsible for proficiency in required MSC processes and
applications relevant to the Customer Care Regional Omnichannel
Utilizes various systems (including but not limited to the MSC
website, AS400, WebSOE, Salesforce, Oceana & Vendor Websites) &
collaborates with other departments to identify and address the
customers stated and unstated product & service needs.
Provides effortless customer experiences regardless of the chosen
modality related to products, services and pricing.
Builds internal and external customer relationships for the purpose
of enhancing customer satisfaction while also improving sales and
Delivers customer service in accordance with MSC quality standards
to ensure customer satisfaction, account retention and revenue
Takes ownership with difficult customer service issues while
resolving in a timely manner.
Achieves the goal expectations of the role, including but not
limited to quality, sales, quote conversion, upselling &
Conducts extensive follow-up through the utilization of a ticket
management system to ensure accuracy and timely resolution to
Drives 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
*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 $12 - $18 / hour dependent on candidate
location and experience.
Why MSC? People. Collaboration. Insight. That's how you build
something that works. Built on a foundation of trust, MSC works
side by side with our customers to help them drive business
results. With more than one million product offerings and 75+ years
of experience across industries, MSC strives to help our customers
achieve greater productivity, profitability, and growth through
inventory management and other innovative supply chain solutions.
We care about our associates and have programs in place to help our
6,500+ team members achieve their potential.
When you join our team, you will receive rewards and recognition
for your contributions, training and professional development
opportunities, Associate Inclusion Circles: Women, Pride, Black,
Veterans, HOLA and DisABLEd as well as a variety of benefits to
support you and your family's health, well-being, and financial
future. If you are inspired to learn, take risks, and succeed as a
team, you can build a better career at MSC.
Equal 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, gender identity/expression or any category protected
by applicable law. By applying to this job you agree to the
Application and Acknowledgment Declaration terms. Click HERE
Keywords: MSC Industrial Direct, Orlando , Customer Care Representative - Regional Omnichannel, Other , Orlando, Florida
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