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 to find out why you should work at MSC and
join us as we continue to build a diverse and inclusive
Requisition ID : 7081
Employment Type : Full Time
Job Category : Customer Care / Contact Centre
Work Location : Harrisburg, PA (Whse)
State or Province : Pennsylvania (US-PA)
Potential Work Location : Harrisburg || United States : Georgia
: Atlanta || United States : Indiana : Elkhart || United States :
Michigan : Southfield || United States : Nevada : Reno || United
States : Pennsylvania : Harrisburg
BRIEF POSITION SUMMARY:
The Representative, Customer Care - Enterprise /Government is
responsible for customer interactions including inbound phone
calls, emails, Web and EDI orders, chat, and 3rd party procurement
portals. These representatives interact with MSC customers for the
purpose of quoting, selling and servicing MSC's largest National
Account and Government customers in accordance with MSC's Customer
Care contractual standards.
DUTIES and RESPONSIBILITIES:
- Processes electronically generated orders, quote requests,
customer service inbound phone calls, email and chat inquiries for
MSC's large Enterprise / Government customers.
- Assists customers and other team members with basic customer
technical issues, product knowledge, order processing gaps while
also resolving all customer service concerns.
- Interacts with National Account and Government Account Managers
in order to promote MSC's sales related solutions, account
retention and revenue generation strategies.
- Communicates customer concerns to management ensuring the most
effective problem resolution.
- Utilizes 3rd party purchasing portals. Works with the Credit
and ITB2B Teams to ensure customers' orders are being processed and
invoice rejections are minimized.
- Remains up to date with all Enterprise / Government functions
and resources in order to service the customers on all new
resources when required.
- Builds internal and external customer relationships for the
purpose of enhancing customer satisfaction while also improving
sales and quoting opportunities.
- Takes ownership with difficult customer service issues while
resolving in a timely manner.
- Drives the MSC Culture in the department and throughout the
company to ensure fulfillment of MSC's vision and unity of
- Participates in special projects and performs additional duties
EDUCATION and EXPERIENCE:
q Possess a high school diploma or equivalent required.
q Excellent customer service skills required.
q Demonstrated sales skills required.
q Proficiency in systems used by the Representative, Customer
Care - Omnichannel role, such as as/400, Oceana and the MSC website
q Excellent communication skills required including the ability
to speak and write standard business English required.
q Bilingual ability (Spanish or French) desired.
q General knowledge of the industrial supply industry
q Demonstrates acceptable proficiency in all MSC's required
competencies: Customer Focus
- Decision Quality
- Drives Collaboration
- Develops Talent
- Communicates Effectively
- Instills Trust
People. Collaboration. Insight. That's how you build something
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,
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.
Nearest Major Market: Philadelphia
Nearest Secondary Market: Harrisburg