MSC CAREER PORTAL

BUILD A BETTER CAREER WITH MSC

Serving customers and our community starts with the best people doing their best work. That is precisely what we have created at MSC Industrial Supply Co. We are a leading North American distributor of metalworking and maintenance, repair, and operations (MRO), products and services. We offer more than 2 million products and have over 80 years of experience across dozens of industries. We aim to execute our Built to Make You Better brand promise for all our stakeholders, including our associates.

Requisition ID :21722

Employment Type : Full Time

Job Category : Customer Service/Support

Work Location :Davidson NC

BRIEF POSITION SUMMARY:
Provide customer service and sales support to internal and external customers providing a value-added customer experience. Responsible for new account setup, resolving billing invoicing discrepancies, and works with all areas of Finance, Sales Support and Field Sales.

DUTIES AND RESPONSIBILITIES

• Apply knowledge of all customer service systems, procedures, customers, products, and processes to perform more complex and diverse assignments in support of the day-to-day Sales Support effort.
• Handle internal and external customer requests as capable in an accurate and timely manner including answering inbound calls, emails, and service requests in a fast-paced call center environment and utilize support center tools to drive the customer experience. Request assistance from internal support or supervision as needed.
• Manages the customer account set up process by obtaining legal entity name, address, contacts, pay from and ship to information, freight information, tax status, PO requirements, credit application, and special billing requirements, etc.
• Analyzes invoice exception errors across multiple systems.
• Resolves invoice exception errors within the order to cash process to ensure all monthly sales orders are processed for revenue recognition.
• Analyzes in-process reporting and executes procedures to reduce backlog results in service of achieving IP metric goals.
• Review needs and support backlog and invoicing initiatives for reps, customers, and regions.
• Reviews and approves all customer credits and high dollar returns, ensuring accuracy and validity.
• Measures and monitors credit and returns root cause and establish procedures to reduce volume of activity. Provide feedback to Sales Support leads on areas of improvement.
• Creates standard operating procedures for new account set up, account maintenance, credits, returns, in-process error resolution, various electronic orders and specific national accounts.
• Work on cross-functional teams for continuous improvement, develop reporting on project work and interact on collaborative meetings and/or conference calls; maintain, update and organize all standard work physical files.
• Review and maintain customer master database information.
• Receives, researches and resolves a variety of internal and external customer inquiries concerning account status. Initiates communications to external customers and internal personnel to resolve customer account discrepancies.
• Performs specialized National Account maintenance on customer website/portals, Ariba. Prepares and generates various scheduled and special reports and participates in special projects relating to NA needs.
• Resolves customer complaints as received into call center via phone or email.
• Follow departmental phone script, and participate in ticket/project monitoring, review and coaching.
• Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC’s vision and unity of purpose.
• Participates in special projects and performs additional duties as required.

QUALIFICATIONS

What You Need:

• High School Diploma/GED required; associate degree preferred.
• Three to five years of customer service or customer facing experience required.
• Accounts Receivable, Credit & Collections, or Billing experience preferred.
• One to two years of experience working as a SSR II, or an equivalent customer support role required.
• Familiarity with project management techniques and process ownerships preferred.
• MRO industry and/or distribution experience preferred.

Bonus Points If You Have:

• Exhibits customer focused behaviors such as building positive relationships and strives to understand customer’s needs.
• Strong ability to troubleshoot, problem-solve, perform research and analysis, and is extremely detail oriented.
• Relies on limited experience and one’s own judgment to plan and accomplish goals.
• Works under general supervision. A certain degree of creativity and latitude is required.
• Excellent oral and written communication and interpersonal skills.
• A positive approach and a willingness to learn coupled with the ability to work in a team environment.
• Industry and/or distribution experience preferred.
• Working knowledge of Microsoft Office software. Intermediate knowledge of Microsoft Excel required.
• Job requires ability to read technical material and develop analysis and recommendations regarding same.

Other Requirements:

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

Compensation starting at $20.19 - $26.74 depending 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.

Applicants must be currently authorized to work in the United States. We are unable to sponsor or take over sponsorship of an employment Visa for this position at this time.

This job posting will remain open for a minimum of 3 business days from the original posting date or longer as needed to fill the position.

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 80+ 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.

OUR COMMITMENT TO YOU

Our associates are our top priority and investing in their well-being is one way we execute our Built to Make You Better brand promise. Alongside competitive pay, we have a comprehensive benefits program to support you and your family's health, well-being and financial future. We offer dynamic healthcare plans, generous 401K and stock purchasing programs, tuition reimbursement opportunities, and paid time away for holidays, vacations, and illness. Visit our page for a better look at our extensive benefits: Your Future Benefits.

You will also have the opportunity to join our Associate Inclusion Circles: Women, Pride, Black, Generational, Veterans, HOLA, and Able. These circles are open to all associates and are designed to promote awareness, collaboration, and respect.

EQUAL EMPLOYMENT 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 or any category protected by applicable law. Accommodation requests can be made at any stage of the recruitment process; applicants are asked to make their needs/requirements known.