Customer Care Representative

**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.

**Requisition ID :15310**

**Employment Type **:Full Time

**Job Category **:Customer Care

**Work Location **:Orlando, FL

**State or Province **:Florida (US-FL)

**Potential Work Location **:United States : Florida : Orlando

**BRIEF**:
**DUTIES and RESPONSIBILITIES**:

- Interacts with Field Sales Associates to promote MSC’s sales related solutions, account retention and revenue generation strategies.
- 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.
- 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.