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CustCare Team Coach - Omnichannel

Date: Apr 26, 2021

Location: Elkhart, IN, 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 : 7031 

Employment Type : Full Time         

Job Category : Customer Care / Contact Centre                                             

Work Location :  Elkhart, IN (Whse) 

State or Province : Indiana (US-IN)     

Potential Work Location : United States : Indiana : Elkhart 



The Customer Care Team Coach will partner with the local leadership team to provide coaching, guidance and support with associate development, administrative duties and the daily operations of the customer care center. The ideal candidate will be an intentional learner with strong situational adaptability to lead the execution of company initiatives across departments.


  • Assists Customer Care Supervisors with training associates on departmental procedures and monitor the progress.
  • Assists the leadership team in executing the daily operations of the customer care center to meet key performance areas are achieved.
  • Provides associates coaching to resolve customer issues, increase their product knowledge and identify the most effective/efficient sources of information.
  • Resolves escalated customer concerns and communicate solutions to leaders to ensure the most effective and lasting resolutions.
  • Provides customer service, in accordance with MSC standards to ensure customer satisfaction, loyalty and revenue growth.
  • Focuses on generating consistent sales growth through effective regulation to close the sale.
  • Handles various technical issues with limited assistance for both inbound voice and e-mail related questions.
  • 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




  • High school diploma or equivalent required.
  • Perform successfully as a Customer Care Omnichannel Representative for a minimum of six months, while consistently meeting or exceeding Quality expectations.



  • Excellent customer service skills required.
  • Demonstrated sales skills required.
  • Proficiency in systems used by the Representative, Customer Care - Omnichannel role, such as as/400, Oceana and the MSC website required.
  • Excellent communication skills required including the ability to speak and write standard business English required.
  • Bilingual ability (Spanish or French) desired.
  • General knowledge of the industrial supply industry desired.
  • Demonstrates acceptable proficiency in all MSC’s required competencies:
        • Customer Focus
        • Decision Quality
        • Drives Collaboration
        • Develops Talent
        • Communicates Effectively
        • Instills Trust


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: Elkhart
Nearest Secondary Market: South Bend