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 (https://youtu.be/VvCFDMQRyM8) to find out why you should work at MSC and join us as we continue to build a diverse and inclusive workplace.

Requisition ID :15898

Employment Type :Full Time

Job Category :Customer Care

Work Location :Southfield, MI

State or Province :Michigan (US-MI)

Potential Work Location :United States : Michigan : Southfield

BRIEF POSITION SUMMARY:

The Sales Support Specialist is a forward-facing customer support role interacting with the Sales Team as well as internal departments to ensure accurate and effective information is being provided. They are responsible for providing the Sales Team with direction and support during the transactional sales process, enabling MSC to deliver the most valuable customer experience. The role provides real-time customer service to resolve sales related issues in a timely manner.

DUTIES and RESPONSIBILITIES:

• Responsible for understanding all system processes of the order life cycle to provide real-time customer support. This includes but is not limited to Order Entry, Data Process, Billing, Payment, Shipping, Delivery, Return and Account Credits.

• Proficiency in all MSC Sales Tools to effectively utilize and support requests from the Sales Team. This includes, but not limited to, AS400, WebSoe, SalesForce, Sharepoint, ServiceNow.

• Provide informal MSC Sales Tools training via email, phone and/or IM when needed to ensure internal customer has sufficient guidance to support the end customer.

• Provide troubleshooting assistance for customer orders, account status and relevant inquiries in support of the transactional process

• Deliver a superior customer experience in-order to contribute to account retention and growth while meeting departmental metrics.

• Cross-functional knowledge to work with internal teams and provide guidance to internal customers in a timely fashion.

• Liaison between Logistics and Sales to communicate Service Level misses and impact to end customer orders.

• Leverage established team standard operating procedures to provide consistent support to the sales team.

• Identify and communicate improvement opportunities to current business processes as well as team processes to enhance efficiency and productivity for the sales process.

• Performs within a hotline environment with service level measurements and expectations.

• Ensure departmental program quality and compliance are being met or exceeded at all times.

• Maintains and extends strong and positive relationships with internal customers.

• 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:

o Associate’s degree and 1 year experience in a fast paced customer service or sales support function; in lieu of degree, 2+ years of experience in fast paced customer service or sales support function will be required

o Previous experience supporting inside or outside sales is a strong plus.

SKILLS:

o Exceptional customer service skills; good listener, excellent follow-up and follow through

o The ability to multi-task to effectively set and manage multiple priorities

o Excellent communication, organizational and interpersonal skills

o Strong time-management skills

o Agile learner

o Attention to detail

o Experience with Word, MS Excel, Power Point, Outlook

o Previous Salesforce.com experience a plus

o A positive “can-do!” attitude

OTHER REQUIREMENTS:

o A valid driver’s license and the ability to travel up to 5% of the time may be required.

o This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”).

Compensation starting at $19 – $30 / hour dependent on candidate location and experience.

The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate’s relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.

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.

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 (https://jobs.mscdirect.com/content/Acknowledgement/?locale=en_US&previewLink=true&referrerSave=false) to review.