Customer Care Representative - Regional Omnichannel
Company: MSC
Location: El Paso
Posted on: May 14, 2022
Job Description:
Build a better career with MSC.Serving customer and community
starts with the very best people doing their very best work. That
is precisely what we have at MSC Industrial Supply Co., a leading
North American distributor of metalworking and maintenance, repair,
and operations (MRO) products and services. Watch to find out why
you should work at MSC and join us as we continue to build a
diverse and inclusive workplace.Requisition ID :10108Employment
Type :Full TimeJob Category :Customer Care / Contact CentreWork
Location :El Paso, TXState or Province :Texas (US-TX)Potential Work
Location :United States : Texas : ElPasoBRIEF POSITION SUMMARY:
REMOTEThe 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. - -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.
- 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. -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.
- Bilingual ability (Spanish or French) desired.
- 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 -Why MSC? People. Collaboration. Insight. That's
how you build something that works. Built on a foundation of trust,
MSC works side by side with our customers to help them drive
business results. With more than one million product offerings and
75+ years of experience across industries, MSC strives to help our
customers achieve greater productivity, profitability, and growth
through inventory management and other innovative supply chain
solutions. We care about our associates and have programs in place
to help our 6,500+ team members achieve their potential.When you
join our team, you will receive rewards and recognition for your
contributions, training and professional development opportunities,
Associate Inclusion Circles: Women, Pride, Black, Veterans, HOLA
and DisABLEd as well as a variety of benefits to support you and
your family's health, well-being, and financial future. If you are
inspired to learn, take risks, and succeed as a team, you can build
a better career at MSC.Equal Opportunity Statement: At MSC, we are
committed to providing an environment of mutual respect where equal
employment opportunities are available to all qualified applicants
and our associates without regard to race, color, religion, age,
sex, national origin, disability, protected veteran status, sexual
orientation, gender identity/expression or any category protected
by applicable law. By applying to this job you agree to the
Application and Acknowledgment Declaration terms. Click HERE to
review. -PandoLogic. Keywords: Customer Service Representative,
Location: El Paso, TX - 79929
Keywords: MSC, El Paso , Customer Care Representative - Regional Omnichannel, Other , El Paso, Texas
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