Supervisor Customer Care - Regional Omnichannel

MSC Industrial Direct Co., Inc. • Davenport, IA

49d • $50,000 - $76,000

About The Position

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. The Supervisor, Customer Care, Regional Omnichannel is responsible for managing a team of dedicated sales and service associates who focus their efforts on Medium, Large and Extra Large Customer Accounts, as well as Field Sales Associates. In addition, the Supervisor is responsible for maintaining relationships to improve the account status with both internal and external customers.

Requirements

• High school diploma or equivalent required.
• Minimum of three years of sales and customer service experience required
• Minimum of one-year contact center experience as a leader required.
• Knowledge of call center technology, including quality monitoring, service-based tracking(ticket), agent desktop and workforce management systems required
• Computer literacy and proficiency in word processing and spreadsheet software is required.
• Good written and verbal communications skills required.
• Ability to partner within and across teams, building relationships required
• Change management skills required.
• Supervisory, motivational and leadership skills required.
• Excellent time management and organizational skills are required.
• Demonstrates acceptable proficiency in all MSC's required competencies: Customer Focus Decision Quality Drives Collaboration Develops Talent Communicates Effectively Instills Trust
• Position requires a valid state driver's license and the ability to travel 10--20% of the time is required.
• Applicants must be currently authorized to work in the United States on a full-time basis.

Nice To Haves

• One year related industry experience is preferred.

Responsibilities

• Manages a dedicated team of Regional Omnichannel associates while responsible for service level goals and performance standards for their virtual team members.
• Recommends improvements to processes in order to maximize efficiency, productivity and overall service for internal and external customers.
• Collaborates with the customer, Field Sales and leadership to implement performance standards to meet customer expectations.
• Partners with other leaders and Human Resources in all aspects of associate relations including recruiting, onboarding, talent development, performance management and offboarding.
• Participates in efforts to increase revenue generation, account penetration and a reduction of credit/returns while driving business through the website and other e-procurement platforms.
• Acts as a liaison between Regional Omni teams and all Customer Care business channels to promote open communication.
• Participates in team/staff meetings, customer meetings, District and Regional Manager meetings for the purpose of improving operational improvements.
• Investigates best practices and participates in cross-functional teams to develop and implement improved service levels and processes within the Customer Care organization.
• 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: Manager
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees