Customer Care representative - Omnichannel

ABOUT 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 20822 EMPLOYMENT TYPE Full Time JOB CATEGORY Customer Service/Support WORK LOCATION Elkhart, IN (Whse) BRIEF POSITION SUMMARY The position of Customer Care Representative – Omnichannel delivers effortless, personalized and profitable customer experiences in a contact center environment using various inbound interaction types. 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 through upselling. Responsible for proficiency in required MSC processes and applications relevant to the Customer Care Omnichannel role. Effectively manages customer interactions including inbound calls and email communications. Utilizes various systems (including but not limited to the MSC website, AS400, WebSOE, Salesforce, Oceana & Vendor Websites) and collaborates with other departments to identify and address customers' stated and unstated product & service needs. Provides effortless customer experiences regardless of the chosen modality related to products, services and pricing. Troubleshoots and resolves customer issues & concerns (including but not limited to billing, credits, returns, payments, sourcing, pricing, availability, product recommendations & account related questions) using the most efficient and cost‑effective resources and processes. Delivers customer service in accordance with MSC quality standards to ensure customer satisfaction, account retention and revenue growth. Consistently expands sales, service and product knowledge using MSC's training offerings. Adopts and exhibits MSC Culture to ensure the fulfillment of MSC's vision and purpose. Communicates customer issues and trends to leadership to ensure timely resolution and improvements in the overall customer experience. Achieves the goal expectations of the role, including but not limited to quality, sales, quote conversion, upselling & productivity measurements. Conducts extensive follow‑up through the utilization of a ticket management system to ensure accuracy and timely resolution to customer inquiries. Drives the MSC Culture in the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose. Participation in special projects and performs additional duties as required. EDUCATION AND EXPERIENCE High school diploma or equivalent experience required. SKILLS Excellent customer service skills required. Demonstrated sales skills desired. Proficiency in systems used by the Representative, Customer Care – Omnichannel role, such as AS400, Oceana and the MSC website required. Excellent communication skills required including the ability to speak and write standard business English required. Bilingual ability (Spanish or French) desired. 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 OTHER REQUIREMENTS This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”). COMPENSATION Compensation starting at $17 - $21 depending on candidate location and experience. The salary range is based on similar roles in comparable industries and the local labor market. 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. WORK AUTHORIZATION Applicants must be currently authorized to work in the United States. We are unable to sponsor or take over sponsorship of an employment Visa for this position at this time. BENEFITS Alongside competitive pay, we have a comprehensive benefits program to support you and your family's health, well‑being, and financial future. We offer dynamic healthcare plans, generous 401K and stock purchasing programs, tuition reimbursement opportunities, and paid time away for holidays, vacations, and illness. Our associate inclusion circles (Women, Pride, Black, Generational, Veterans, HOLA, and Able) promote awareness, collaboration and respect. 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. Please note that MSC uses electronic monitoring and system logs in its workplace, including monitoring of Company‑provided systems and collaboration tools, as permitted by applicable law. #J-18808-Ljbffr