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Cust Resource Agent, CustCare

Date: Apr 23, 2021

Location: Southfield, MI, US

Company: MSC Industrial Supply

Build a better career with MSC. 
Serving customer and community starts with the very best people doing their very best work. That is precisely what we have at MSC Industrial Supply Co., a leading North American distributor of metalworking and maintenance, repair, and operations (MRO) products and services. Watch HERE to find out why you should work at MSC and join us as we continue to build a diverse and inclusive workplace. 

Requisition ID : 6626 

Employment Type : Full Time         

Job Category : Customer Care / Contact Centre                                             

Work Location :  Southfield, MI 

State or Province : Michigan (US-MI)     

Potential Work Location : United States : Michigan : Southfield 


**can be in any customer care location**


Call Center position responsible for providing excellent customer service to all internal and external customers by effectively problem solving various after-order issues.



  • Follow all established quality call guidelines and achieve established quality goals.
  • Implements follow-up processes to include: order cancellations, delivery status, tracers, tracking, POD, missing items, short ships, wrong quantity, call tags and RMA issues.
  • Interfaces with customers to identify and process sales adjustments.
  • Administers and executes requested changes to customer orders prior to shipping.
  • Provides customer support in the follow up of all after-order processes.
  • Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC’s vision.
  • Participates in special projects and performs additional duties as required.


  • HS diploma or equivalent is required. College preferred.
  • Prior customer service experience in a telesales or call center environment strongly preferred.
  • Experience interfacing with AS400 and related sales programs and processes is preferred.



  • Excellent time management and organizational skills are required.
  • Excellent communication skills required.
  • Demonstrated ability to problem solve through issues ranging from simple to complex, while maintaining a calm and professional demeanor, required.
  • Business software application skills required.
  • Knowledge of sales tracking processes is preferred.
  • Product, industry, and technical knowledge is preferred.



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 75+ 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. When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, as well as a variety of benefits to support you and your family's health, well-being, and financial future.

If you are inspired to learn, take risks, and succeed as a team, you can build a better career at MSC.

Equal 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, gender identity/expression or any category protected by applicable law.                    


Nearest Major Market: Detroit