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 : 20155

Employment Type : Full Time

Job Category : Customer Service/Support

Work Location : Richmond, VA

Program Manager, National Accounts Customer I

BRIEF POSITION SUMMARY:

The Enterprise Accounts Customer Program Manager I is responsible for managing large national accounts throughout the customer lifecycle. This includes end-to-end support ensuring contract compliance and standards of process and policies are adhered to. This role will evaluate customer requirements, develop plans to meet those requirements, and then manage cross-functional teams to successful execution. This role is responsible for maintaining customer satisfaction while maximizing revenue and margin.

DUTIES AND RESPONSIBILITIES

• Works closely with the customer and sales team to understand customer requirements and manages expectations
• Interprets contractual requirements and determines how to meet them.
• Participate in customer meetings to understand critical dates and objectives
• Works with cross-functional teams to resolve customer challenges
• Maintains a high level of customer service for both internal and external customers
• Understands and communicates all potential compliance concerns that would increase MSC's risk to meet contractual obligations
• Ensures execution of change management process for internal and external stakeholders / customers.
• Coordinates activities and hosts regular cross-functional updates to ensure customer requirements are met.
• Holds individuals and teams accountable to fulfill commitments and meet SLAs
• Provides pricing and profitability analysis for customers
• Builds metrics, reporting and visual scorecards for customers
• Help increase customer extraction rate, productivity, and cost savings by applying MSC's Built to Make You Better methodologies.
• Applies change management principles to achieve speed of customer adoption / conversion rates
• Drives contract compliance and customer realization of cost-saving commitments
• Works with the customer to resolve billing and A/R issues
• Contributes to customer quarterly business reviews
• Executes PDCA / CI processes for assigned accounts and leverages lessons learned to improve processes
• Develops project plans including timelines and resource allocation and drives team to adhere to plan.
• Approaches projects in a cross-functional manner.
• Drive quality control on all implementations while meeting customer expectations.
• Accountable for documenting project risk. Identify, quantify and track risks and develop risk mitigation plans.
• Provides project implementation assistance including troubleshooting and resolving process problems.
• Responsible for communication of program status on a regular basis to all stakeholders
• Authors internal communications.
• 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

QUALIFICATIONS
What You Need:

• Bachelor's degree in business or related file or the equivalent work experience required.
• CAPM certification or equivalent required (i.e. PM Certificate program)
• Minimum of three years of customer project or program management required
• Experience leading large-scale projects
• Proven project management skills required.
• Demonstrated experience building and maintaining strong relationships with customers required
• Proficient analytical and problem-solving skills
• Strong attention to detail required
• Proficient Project Management skills
• Oral and written communication and presentation skills required.
• Highly organized with excellent time management skills required.
• Management, interpersonal and team building skills required.
• Ability to delegate demonstrating strong follow up skills required.
• Proficient in MS Outlook, Teams, Word, Excel, PowerPoint, Project or similar
• Proficient in using Tableau or similar data analysis tool
• Lean / Continuous Improvement Skills Required

Bonus Points If You Have:

• Organizational change management / methodology experience a plus.
• Knowledge of Challenger Sales Model a plus

Other Requirements:

• A valid driver's license may be required.
• Position requires up to 5% of travel

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

INDICATES ESSENTIAL DUTIES

To perform this job successfully an associate must be able to perform each essential duty satisfactorily. The requirements listed are representative of knowledge, experience level and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Compensation starting at $72,100 - $113,300 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.