Customer Care Representive- Regional Omnichannel

BRIEF POSITION SUMMARY:
The Representative, Customer Care – Regional Omnichannel is responsible for handling customer voice and email interactions. This associate interacts with MSC customers for the purpose of quoting, selling and servicing MSC's Medium, Large and Extra Large customers as well as Field Sales Associates in accordance with MSC's Customer Care standards. Additionally, the Sr. Representatives will mentor and train other Regional Omnichannel Representatives.

DUTIES and 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.
• Interacts with Field Sales Associates to promote MSC's sales related solutions, account retention and revenue generation strategies.
• Responsible for proficiency in required MSC processes and applications relevant to the Customer Care Regional Omnichannel role.
• Utilizes various systems (including but not limited to the MSC website, AS400, WebSOE, Salesforce, Oceana & Vendor Websites) & collaborates with other departments to identify and address the customers stated and unstated product & service needs.
• Communicates customer concerns and makes recommendations to management ensuring the most effective problem resolution.
• Remains up to date with all Regional Omnichannel functions and resources to guide, train and assist team members, while also serving the customers' requirements related to new functionality.
• Builds internal and external customer relationships to enhance customer satisfaction while also improving sales and quoting opportunities.
• Takes ownership with difficult customer service issues while resolving in a timely manner.
• 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.
• Participates in special projects and performs additional duties as 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 to perform the essential duties.

EDUCATION and EXPERIENCE:

• High school diploma or equivalent required.
• Perform successfully as a Customer Care Omnichannel Representative for a minimum of six months, while consistently meeting or exceeding Quality expectations.

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.
• General knowledge of the industrial supply industry desired.
• Demonstrates acceptable proficiency in all MSC's required competencies:
• Customer Focus
• Decision Quality
• Drives Collaboration
• Develops Talent
• Communicates Effectively
• Instills Trust