Customer Care Representative - Omnichannel

MSC Industrial Direct Co., Inc. • Jonestown, PA

52d • $17 - $21

About The Position

The position of Customer Care Representative - Omnichannel, delivers effortless, personalized and profitable customer experiences in a contact center environment using various inbound interaction types.

Requirements

• High school diploma or equivalent experience required.
• Excellent customer service skills required.
• Proficiency in systems used by the Representative, Customer Care - Omnichannel role, such as as/400, Oceana and the MSC website required.
• Excellent communication skills required including the ability to speak and write standard business English required.
• Demonstrates acceptable proficiency in all MSC's required competencies: Customer Focus Decision Quality Drives Collaboration Develops Talent Communicates Effectively Instills Trust
• Applicants must be currently authorized to work in the United States.

Nice To Haves

• Demonstrated sales skills desired.
• Bilingual ability (Spanish or French) desired.
• General knowledge of the industrial supply industry desired.

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) & collaborate 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.
• 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 expand 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 customer overall 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

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.
• You will also have the opportunity to join our Associate Inclusion Circles: Women, Pride, Black, Generational, Veterans, HOLA, and Able. These circles are open to all associates and are designed to promote awareness, collaboration, and respect.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees