Customer Care Representative - Omnichannel
Company: MSC
Location: Fernley
Posted on: May 14, 2022
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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 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 :10259Employment
Type :Full TimeJob Category :Customer Care / Contact CentreWork
Location :Reno, NV (Whse)State or Province :Nevada (US-NV)Potential
Work Location :United States : Nevada : Reno -BRIEF POSITION
SUMMARY: -The position of Customer Care Representative -
Omnichannel, delivers effortless, personalized and profitable
customer experiences in a contact center environment using various
inbound interaction types.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
Omnichannel role.* - - -Effectively manages customer interactions
including inbound calls and email communications.* - - -Utilizes
various systems (including but not limited to the MSC website,
AS400, WebSOE, Salesforce, Oceana & Vendor Websites) & collaborate
with other departments to identify and address the customers stated
and unstated product & service needs.* - - -Provides effortless
customer experiences regardless of the chosen modality related to
products, services and pricing.* - - -Troubleshoots and resolves
customer issues & concerns (including but not limited to billing,
credits, returns, payments, sourcing, pricing, availability,
product recommendations & account related questions) using the most
efficient and cost-effective resources and processes.* - -
-Delivers customer service in accordance with MSC quality standards
to ensure customer satisfaction, account retention and revenue
growth.* - - -Consistently expand sales, service and product
knowledge using MSC's training offerings.* - - -Adopts and exhibits
MSC Culture to ensure the fulfillment of MSC's vision and purpose.*
- - -Communicates customer issues and trends to leadership to
ensure timely resolution and improvements in the customer overall
experience.* - - -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.* - - -Participation in special projects and performs
additional duties as required*INDICATES ESSENTIAL DUTIESTo 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
experience required. - - -SKILLS: - - - Excellent customer service
skills required. - - - Demonstrated sales skills desired. - - -
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:o - - -Customer Focuso - - -Decision Qualityo - -
-Drives Collaborationo - - -Develops Talento - - -Communicates
Effectivelyo - - -Instills TrustWhy 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: Fernley, NV -
89408
Keywords: MSC, Sparks , Customer Care Representative - Omnichannel, Other , Fernley, Nevada
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here to apply!
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