Customer Care Representative - Enterprise / Government
Company: MSC Industrial Direct Co., Inc.
Posted on: November 22, 2022
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
Requisition ID : 9347
Employment Type : Full Time
Job Category : Customer Care / Contact Centre
Work Location : Shreveport, LA
State or Province : Louisiana (US-LA)
Potential Work Location : United States : Louisiana : Shreveport --
United States : Louisiana : Alexandria -- United States : Louisiana
: Harahan -- United States : Louisiana : Lafayette -- United States
: Louisiana : Lake Charles -- United States : Louisiana : New
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
* 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
* Participates in special projects and performs additional duties
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
* 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
* 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
* 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,
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
Keywords: MSC Industrial Direct Co., Inc., Shreveport , Customer Care Representative - Enterprise / Government, Government & Protective Services , Shreveport, Louisiana
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