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Requisition ID :13145

Employment Type : Full Time

Job Category : Customer Care / Contact Centre

Work Location : Appleton, WI

State or Province : Wisconsin (US-WI)

Potential Work Location : United States : Wisconsin : Appleton

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 purpose.

EDUCATION and EXPERIENCE:

Possess a high school diploma or equivalent required.

INDICATES ESSENTIAL DUTIES:

To perform this job successfully an associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, experience level and abilities required. Reasonable accommodations may be made to enable individuals with disabilities

SKILLS:

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

• Customer Focus
• Decision Quality
• Drives Collaboration
• Develops Talent
• Communicates Effectively
• Instills Trust