Customer Care Support representative - Digital EPRO/REMOTE - job 2 of 2

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 HERE to find out why you should work at MSC and join us as we continue to build a diverse and inclusive workplace.

Requisition ID :13541

Employment Type : Full Time

Job Category : Customer Care / Contact Centre

Work Location : Nevada

State or Province : Nevada (US-NV)

Potential Work Location : United States : Nevada : Elko || United States : Nevada : Fernley || United States : Nevada : LasVegas || United States : Nevada : Reno || United States : Nevada : Winnemucca

Pay Grade: NonExempt N7



BRIEF POSITION SUMMARY:
The position of Customer Care - Digital E-Pro Support Representative is responsible for the daily processing of orders received via E-procurement platforms. This role ensures the proper support needed for the accurate placement of orders as we continue to increase the overall automation rate within this area of MSC

DUTIES and RESPONSIBILITIES:

• Provides exceptional customer service and effortless experiences in accordance with MSC standards to ensure customer satisfaction, account retention and revenue generation by processing inbound E-procurement orders promptly and accurately.

• Possesses a basic understanding of EDI mapping processes and works with the proper channels to recommend automation opportunities accordingly

• Effectively navigates various systems and collaborate with other departments to identify and address the customers’ needs.

• Communicates with customers through multiple interaction types (including but not limited to email and voice) in accordance with MSC’s standards.

• Identifies initiatives to enhance customer satisfaction and communicates these to appropriate channels for implementation as needed.

• Updates account information to improve automation and future customer experiences.

• Possesses a basic understanding of punchout and procurement software including SAP, Ariba, and Oracle along with the mapping capabilities of each.

• Achieves the goal expectations of the role, including but not limited to quality & productivity measurements.

• Promotes company initiatives at a department level in a changing environment.

• Resolves customer inquiries, strategic customer service in accordance with MSC Standards to the issue and grow the customer relationship.

• 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
  

*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.

• Performs successfully as a Representative- Customer Care Omnichannel for a minimum of six months required, while consistently meeting or exceeding Quality expectations preferred.
  

SKILLS:

o Strong data entry skills required.

o Basic understanding of EDI mapping processes.

o Strong time management skills required.

o Strong customer service skills required.

o Proficiency in systems used by the Representative, Customer Care – Digital E-Pro role, such as as/400, Oceana and the MSC website required.

o Strong interpersonal and communication skills; capable of explaining simple procedures in writing and verbally; good phone skills required.

o Working knowledge and use of Microsoft Office is required. (Outlook, Word, Excel, etc.)

o Bilingual ability (Spanish or French) desired.

o General knowledge of the industrial supply industry desired.

o Demonstrates a acceptable proficiency in all MSC’s required competencies:

o Customer Focus

o Decision Quality

o Drives Collaboration

o Develops Talent

o Communicates Effectively

o Instills Trust

OTHER REQUIREMENTS:

• None.
  

Compensation starting at $29750 – $42500 / year and up dependent on candidate location and experience.

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.