BRIEF POSITION SUMMARY:
The Sr. Solutions Service Specialist plays a critical role in ensuring customer satisfaction by delivering on-site service and support for MSC's inventory management solutions. This includes managing ControlPoint Solutions such as Vendor Managed Inventory (VMI), vending, Onsite solution, and storeroom programs. The role proactively supports product replenishment, equipment maintenance, Lean (6S) practices, and customer engagement. The position expectation for communication will include problem solving, customer retention, and a customer focused sales and service growth mindset. This role also partners with sales to drive solution expansion and customer retention.
DUTIES AND RESPONSIBILITIES
• Manage MSC ControlPoint Solutions, including VMI, vending, Onsite solution, and storeroom programs at all MSC Service accounts.
• Perform product put-away, order management, and inventory optimization.
• Ability to utilize operating systems such as SAP, AS400, ASI, Vending Portal, Salesforce, and Tableau.
• Communicate with key customer personnel in a timely, professional and courteous manner to resolve customer issues related to our Inventory Management solutions, proactive problem solving, and direct customers on where to go for what.
• Promote MSC customer loyalty through solution support and execution of the CARE program (Clean, Arrange, Relationships, Exceed Expectations).
• Identify, record, and track customer cost savings opportunities
• Ability to use a Standard Operating Procedure or customer profile to effectively manage service at customer accounts and make required changes as needed.
• Maintain 6S standards across all solution equipment and areas.
• Log daily activities in Salesforce (SFDC).
• Ensure appropriate stock levels (min/max) are maintained.
• Receive, unpack, and restock products at all points of use.
• Engage with customer contacts to ensure solution retention and satisfaction.
• Drive product expansion through spot buys and incremental growth opportunities.
• Ability to identify customer opportunities across the MSC Business Units.
• Collaborate with account teams to enhance customer satisfaction and identify future projects.
• Lead repair and maintenance of vending solution equipment to company standards.
• Use routing software to follow planned schedules and document activities.
• Mentor and guide less experienced associates on MSC inventory management solutions, where-to-go-for-what, review MSC processes, and promote MSC culture.
• Maintain up-to-date knowledge of all inventory management solutions.
• Maintain high customer satisfaction ratings in line with company standards.
• Accurately track time using MSC-approved time management tools.
• Safely operate and maintain company-assigned vehicle per Fleet Policy.
• Follow all MSC policies and procedures.
• Fosters to 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:
• 2+ years in at least one of the following is required: Customer Service, Telesales, Outside Sales, Storeroom or Inventory Management, along with demonstrated excellence in Customer Engagement within these roles.
• High School Diploma or equivalent required.
• Knowledge of technical customer solutions.
• Proven track record of success and strong performance.
• Excellent verbal and written communication skills.
• Strong problem-solving and critical thinking abilities.
• Proficiency in Microsoft Office and general computer literacy.
• Excellent time management and organizational skills.
• Understanding of MSC solutions, products, and services.
Bonus Points If You Have:
• College degree preferred.
• Relevant military experience is a plus.
• Proficiency with mobile business applications preferred.
• Strong technical and mechanical aptitude are a plus.
• Proficiency in mobile business applications preferred.
Other Requirements:
• A valid driver's license may be required.
• Position requires 80%+ travel.
• Ability to lift up to 50 lbs. and perform physical tasks (walking, bending, standing for long periods).
• Must adhere to all MSC and Customer specific safety requirements such as wearing hardhats, safety glasses, steel toe shoes, ect.
• Must be able to pass Customer specific requirements which may include but are not limited to drug testing, criminal background checks , etc.This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”)
