Job description
DUTIES and RESPONSIBILITIES:
* Researches customer interactions and follow-up with customers via phone and email through the utilization of a ticket management system to ensure accuracy and timely resolution to customer inquiries.
*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 the equivalent required
Minimum of one year of customer service experience required
Minimum of one year of MSC customer service experience preferred
Proficient with MS Excel, Word, PowerPoint preferred
SKILLS:
Excellent customer service skills required.
JOB DESCRIPTION
Strong communication skills required including the ability to speak & write standard business.
General knowledge of industrial supply industry desired.
Proficiency in systems, AS400, Oceana, Salesforce and MSC website required.
Strong communicator that can collaborate across all functional areas of the business.
Ability to complete tasks on time with enough attention to detail and creativity.
Bilingual ability (Spanish or French) desired.
Demonstrates acceptable proficiency in all MSC’s required competencies:
Customer Focus
Decision Quality
Drives Collaboration
Develops Talent
Communicates Effectively
Instills Trust
* Researches customer interactions and follow-up with customers via phone and email through the utilization of a ticket management system to ensure accuracy and timely resolution to customer inquiries.
- Reviews data and trends of customer contacts and the quality of the engagement.
- Understands correlation between contact and impact to Net Promoter Scores (NPS) and Customer Satisfaction scores (CSAT).
- Performs independent research of customer interactions.
- Provides business assistance to various groups under the Customer Care and Workforce Optimization Teams.
- Performs other responsibilities within the areas of eCommerce, Digital Marketing, Product Information, and Customer Experience Management.
- Plans, executes, and completes special projects as assigned.
- Gains industry knowledge through daily business interactions and job assignments.
- Fosters 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 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 the equivalent required
Minimum of one year of customer service experience required
Minimum of one year of MSC customer service experience preferred
Proficient with MS Excel, Word, PowerPoint preferred
SKILLS:
Excellent customer service skills required.
JOB DESCRIPTION
Strong communication skills required including the ability to speak & write standard business.
General knowledge of industrial supply industry desired.
Proficiency in systems, AS400, Oceana, Salesforce and MSC website required.
Strong communicator that can collaborate across all functional areas of the business.
Ability to complete tasks on time with enough attention to detail and creativity.
Bilingual ability (Spanish or French) desired.
Demonstrates acceptable proficiency in all MSC’s required competencies:
Customer Focus
Decision Quality
Drives Collaboration
Develops Talent
Communicates Effectively
Instills Trust
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