Vending Service Center Representative (Call Center Support)

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 :2001

Employment Type :Full Time

Job Category :Customer Care / Contact Centre

Work Location :Southfield MI

State or Province :Michigan (USMI)

Potential WorkLocation :United States : Michigan : Southfield

BRIEF POSITION SUMMARY:

This Vending Service Center Representative is responsible for our vending customers in support of all customer transactions through phone and email correspondence by responding efficiently accurately and courteously. The Representative will be responsible to support day to day customers requests in alignment with departmental procedures and company policies.

DUTIES & RESPONSIBILITIES:

• Process EDI orders
• Complete assigned support requests
• Answer inbound calls to address defined responsibilities in accordance with MSC Culture and Customer Service standards.
• Resolve defined vending customer service issues by providing solutions utilizing the most common sources of information. Consults with other associates to locate alternative sources of information.
• Provide customer service in accordance with MSC standards to ensure customer satisfaction account retention and revenue generation.
• Communicate customer concerns to management to ensure the most effective and lasting problem resolution.
• Responsible for daily management of defined ticketing queue and proactive task execution that delivers value through a highly differentiated customer experience.
• Resolve basic and complex credit and collections issues to enhance customer service.
• Provide customer service using all tools available including but not limited to email and the Internet.
• Work with the field teams to ensure all vending products and inventory are managed appropriately
• Partner directly with vending customers to support vending program needs.
• Support the Service Level Agreement (SLA) requirements
• Work with vendors to ensure timely delivery of vending inventory
• Assist in support of basic and complex account needs
• Analyze customer inventory usage and presents findings and improvement suggestions to field sales teams
• Fosters the MSC Culture in the department and throughout the company in order to ensure unity of purpose and fulfillment of MSCs mission.
• Participates in special projects and performs additional duties as required.

EDUCATION and EXPERIENCE:

• High school diploma or the equivalent is required.
• Minimum two years customer service experience is required.
• Industry knowledge preferred.
• Previous experience within vending related business preferred

SKILLS:

• Strong customer service skills required.
• Knowledge of basic arithmetic is required
• Computer literacy and proficiency with email various internet browsers and/or the Windows operating system required
• Diverse knowledge of the industry product offering and manufacturers preferred.
• Understanding of competitive suppliers is preferred
• Good oral and written communications skills and the ability to work a varying schedule is also required
• Tooling nomenclature knowledge and solid sourcing capabilities are preferred.

OTHER:

• A valid drivers license and the ability to travel up to 5% of the time required.

Why MSC
People. Collaboration. Insight. Thats 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.

As one of Americas Best Large Employers (named in 2017 by Forbes magazine) we care about our associates and have programs in place to help our 6000 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 familys health wellbeing 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
All qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability protected veteran status sexual orientation or gender identity.