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 : 19030
Employment Type : Full Time
Job Category :
Customer Service/Support
Job Grade :
Exempt 14
Work Location : Davenport, Iowa
BRIEF POSITION SUMMARY:
The Supervisor, Customer Care, Regional Omnichannel is responsible for managing a team of dedicated sales and service associates who focus their efforts on Medium, Large and Extra Large Customer Accounts, as well as Field Sales Associates. In addition, the Supervisor is responsible for maintaining relationships to improve the account status with both internal and external customers.
DUTIES and RESPONSIBILITIES:
- Manages a dedicated team of Regional Omnichannel associates while responsible for service level goals and performance standards for their virtual team members.
- Recommends improvements to processes in order to maximize efficiency, productivity and overall service for internal and external customers.
- Collaborates with the customer, Field Sales and leadership to implement performance standards to meet customer expectations.
- Partners with other leaders and Human Resources in all aspects of associate relations including recruiting, onboarding, talent development, performance management and offboarding.
- Participates in efforts to increase revenue generation, account penetration and a reduction of credit/returns while driving business through the website and other e-procurement platforms.
- Acts as a liaison between Regional Omni teams and all Customer Care business channels to promote open communication.
- Participates in team/staff meetings, customer meetings, District and Regional Manager meetings for the purpose of improving operational improvements.
- Investigates best practices and participates in cross-functional teams to develop and implement improved service levels and processes within the Customer Care organization.
- Drives 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.
EDUCATION and EXPERIENCE:
- High school diploma or equivalent required.
- Minimum of three years of sales and customer service experience required
- Minimum of one-year contact center experience as a leader required.
- One year related industry experience is preferred.
SKILLS:
- Knowledge of call center technology, including quality monitoring, service-based tracking(ticket), agent desktop and workforce management systems required
- Computer literacy and proficiency in word processing and spreadsheet software is required.
- Good written and verbal communications skills required.
- Ability to partner within and across teams, building relationships required
- Change management skills required.
- Supervisory, motivational and leadership skills required.
- Excellent time management and organizational skills are required.
- Demonstrates acceptable proficiency in all MSC's required competencies:
- Customer Focus
- Decision Quality
- Drives Collaboration
- Develops Talent
- Communicates Effectively
- Instills Trust
OTHER REQUIREMENTS:
- Position requires a valid state driver's license and the ability to travel 10--20% of the time is required.
Compensation starting at $50000 - $76000 depending on 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 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.
