Customer Care Supervisor

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 :2197

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

DUTIES and RESPONSIBILITIES:

• Monitors call performance of team members to ensure customer service is in line with MSC standards.
• Coaches associates to acceptable or higher levels of performance according to current performance standards.
• Maintains the management of call center operations to ensure the achievement of service level goals and objectives.
• Runs and uses reports needed to manage associate and call center performance.
• Develops and cultivates good customer relations. Responds to customers needs consistent with MSC standards culture and business practices.
• Recommends improvements to Call Center processes to maximize efficiency and productivity.
• Communicates regularly with branches to ensure open lines of communication.
• Focuses efforts towards revenue generation account penetration and a reduction of credits/returns.
• Performs all duties inherent in the role of MSC supervisor as defined by the MSC Code of Conduct including hiring termination review and development of associates.
• Partners with Management and Human Resources as needed to address and resolve associate and performance issues.
• Mentors and trains new call center associates to ensure exceptional customer service.
• Stays informed of process procedure and policy changes to appropriately communicate and hold the team accountable to current expectations.
• Drives the MSC culture in the department and throughout the company to ensure unity of purpose and fulfillment of MSCs Mission.
• Participates in special projects and performs additional duties as required.

EDUCATION and EXPERIENCE:

• A High School diploma or the equivalent is required.
• Minimum of four years customer service or related experience is required.
• Prior supervisory experience is preferred.

SKILLS:

• Supervisory motivational teambuilding and leadership skills are required.
• Strong customer service and problemsolving skills are required.
• Strong written and oral communication skills are also required.
• Strong computer skills including Microsoft Office are 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.