Customer Service Representative/Warehouse Associate

MRC Global•Wallingford, CT

About The Position

MRC Global serves the oil and gas industry across the upstream, midstream, and downstream sectors, as well as chemical and gas distribution markets worldwide. This role provides responsive support to MRC Global Online customers, documents customer setup parameters, and offers sales support to help customers create orders through the electronic catalog. The position responds to customer questions and technical-support needs, resolves user issues, leads customer onboarding, and helps customers and internal personnel use the online catalog. It also supports catalog content, reviews customer-level usage analytics, and contributes to efforts to increase usage and sales through MRC Global Online.

Requirements

An undergraduate degree in Business, Information Systems, or another related field, or relevant equivalent work experience.
A current, valid driver’s license and an acceptable driving record at all times.
Any combination of two or more years of experience in customer service or inside sales.
Demonstrated competence using computers and software applications.
Demonstrated process and analysis skills.
Problem-solving and troubleshooting skills.
Proven oral, written, and presentation skills.
Ability to communicate and transfer detailed knowledge to others.
Organization, customer service, and people skills.
General knowledge of MRC Global core PVF products.
Willingness and ability to travel within and outside the work location, including occasional overnight stays.
Ability to work an alternate schedule to support customers in other time zones.
Ability to provide documentation verifying legal work status.
Ability to read and speak English proficiently to communicate, understand and interpret safety instructions, and respond to inquiries.
Ability to understand and comply with MRC guidelines and expectations, including Code of Conduct and Conflict of Interest guidelines.

Responsibilities

Respond to incoming customer inquiries and assist with login issues and catalog material searches in MRC Global Online.
Coordinate with internal product specialists to ensure customers receive prompt technical support when needed.
Identify, analyze, and diagnose user problems and resolve them using established processes and procedures.
Determine customer requirements for catalog item visibility while ensuring the customer’s AML is met.
Lead onboarding of new customer setups on MRC Global Online.
Facilitate communication with MRC Global branches and customers, including through web chat applications.
Conduct user training for internal personnel and customers.
Document MRC Global Online customer setup parameters and settings.
Assist with harmonizing product pictures displayed in the catalog.
Review customer-level analytics for utilization, issues, and recommendations.
Assist with MRC Global’s strategy to increase usage and sales through MRC Global Online.
Perform other duties as assigned.