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 :20511

Employment Type : Full Time

Job Category : Customer Service/Support

Work Location : Southfield MI, Mableton GA, Elkhart IN, Jonestown PA, Fernley NV, Davidson NC

BRIEF POSITION SUMMARY:

The VP of Customer Care is accountable for establishing the vision and overall operating plan and execution for Customer Care Teams and overall Operations (Consisting of 5 Omni Operating Quadrants, WFO Team & Special Services, and the Data Center Team). This role leads and is responsible for 800-1000 FTE's who are dedicated to servicing MSC's internal and external customers through various modalities (Voice, Email, Chat, Text, Bots, Social, etc.) The volume of daily interactions in this operation directly with internal and external customers can exceed 50,000 a day. This position is critical in executing daily operations for the company in support of all channels and segment customers nationally and internationally. This role has full P&L responsibility and is responsible for driving high levels of personalized service to customers while driving large efficiencies and producing productivity leverage within the overall operation. This executive leader is responsible for the voice of the customer and to be a steward of the overall customer experience at MSC. This leader is responsible for integrating the order processing and customer care functions of all acquisitions within one year.

SCOPE:

* SOC: direct reports – 2 directors, 5 managers. 800-1000 FTEs total

* 50,000+ customer interactions per day (internal and external)

* Revenue Responsibility: Manages $1B in orders annually

DUTIES AND RESPONSIBILITIES

• Grow sales and market share capture by fostering world class customer service with a high level of accountability.
• Responsible for the operations within each Center of Excellence and end to end Omni teams, that are service level driven supported by sophisticated technologies such as Telephony/Omni Platforms, Workforce Optimization Software (Staffing, Forecasting, Planning, Quality Monitoring, Enterprise Feedback Mgt, Gamification Software, Salesforce/Service Cloud CRM and Case Mgt systems, Payroll/MY MSC, AI & Automation tools, etc.)
• Deliver on operating P&L and execute yearly budget planning and forecasting
• Partners with Senior Sales Leadership and Executives to develop strategic, long-term, operational, sales plans, and goals aligned with organizational objectives
• Communicates strategy and performance regularly to direct manager, cross functional exec's/leaders, and front-line teams
• Establishes and maintains sales performance indicators/metrics to measure customer experience, operating productivity, sales trends, and improvement opportunities/continual improvement
• Mentors and coach's leadership to increase sales/management skills and effectiveness of efforts
• Directs leaders in areas of responsibility to optimize customer satisfaction, loyalty, and increase overall productivity and efficiencies.
• Seeks and drives best practices for areas of responsibility with respect to operations and technology to drive to world class service and stays abreast of new technology development within field of expertise.
• Leverages customer data insights to determine strategic areas of focus and improvement, and builds operating plans to execute in critical opportunity areas
• Builds and execution of Customer Care Business Continuity Plans and associated Risk Mgt plans
• Accountable for service level goals, project goals, and leverages workforce optimization tools and processes with the team to ensure service level is met while optimizing call flow and customer experience.
• Per our “Lean” initiatives, maximizes the customer experience through identification of process improvements, service enhancements and improved customer service skills
• Regularly coaches leaders and front-line associates
• Develops educational skill building concepts for all leaders and associates in support of customer care vision and customer experience.
• Ensures maximum productivity and utilization through meeting performance targets and maintaining appropriate staffing levels
• Leads large projects across the organization; Many of which are multi millions of dollars
• Collaborate with strategic and preferred suppliers on cross sell upsell opportunities, advanced product training, and operational processes implemented with one another in support of the customer
• Responsible for building a strong network within the customer care space with technology and CX companies staying abreast of strategies and advancements in capabilities. Leverages organizations such as Mckinsey, Gartner, etc.to gain insight into best practice and scorecards
• Builds and manages associated budgets to minimize costs and maximize the effect of expenditures.
• Evaluates and communicates customer challenges and overall trends and feedback to Sr. Sales Leadership team to drive improvements to the customer experience and overall sales results.
• Ensures the special services organization and data center are leveraging the most advanced learnings on product technologies in the space.
• Holds internal and external customer feedback sessions regularly to stay aligned and inform decisions.
• Proactively seeks feedback on strategies and operational performance to ensure alignment and adjustments when needed
• Implements support models that encompass all channels and segments at MSC and all customer sizes; Builds interaction strategies in support of customer modality preferences
• Engage directly with customers on an ongoing basis, can be daily both virtual, and face to face
• Build business continuity plans, including detailed disaster recovery processes to ensure little to no downtime in a time of crisis
• Partners with the HR Business Partners to ensure consistent management of performance expectations and work environment
• Performs all duties inherent in the role of an MSC Vice President as defined by the MSC Code of Conduct including hiring, termination, review, and development of associates.
• 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:

• A bachelor's degree in business or the equivalent experience required.
• Minimum of ten (10) years' inbound/outbound service center management experience required.
• Strong operational experience is required: Specifically, multi-location and multi-team experience with service level driven requirements that are front line with customer engagement directly
• Extensive knowledge of inbound/outbound telephony technology, including workforce management
• Strong experience in leading a mix of exempt and non-exempt workforce, with heavy weighting to non-exempt.
• Excellent written and verbal communication skills; Strong ability to understand how others perceive and process information
• Strong team-based interpersonal skills required at front line level all the way up to executive leadership
• Problem solving and crisis mgt competencies highly necessary
• Strategic thinking skills required and ability to move strategy to execution
• Metric driven operator with a high accountability to both internal and external customers, and overall company stakeholders
• Operates with humility and a strong posture of empathy and listening skills
• Collaborative operator with outside of the box thinking to continue to drive levels of performance and customer experience
• Raise the bar mentality: Posture & skill to drive continued productivity leverage into the business while maximizing customer experience
• Strong planning and budgeting knowledge
• Change agent; Ability to drive large scale change across large groups of associates
• Negotiation skills
• Decisiveness with ability to make tough calls
• Empathy and ability to build strong trust
• Builds operations processes and decisions with an eye towards the customer and other cross functional stakeholders
• Diffuses and manages emotions of others; Fact based thinking
• Knowledge of labor laws and policies

Bonus Points If You Have:

• Minimum of eight (8) years' additional business experience as a manager preferred.

Other Requirements:

• A valid driver's license may be required.
• Position requires up to 30% travel
• This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”)

Compensation starting at $199900 - $314160 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.