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Sales Support Representative II

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Date: Jan 11, 2019

Location: Mississauga, ON, CA

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.

Requisition ID : 1990 

Employment Type : Full Time         

Job Category : Sales Operations                                             

Work Location :  Mississauga, Ontario 

State or Province : Ontario (CA-ON)     

Potential Work Location : Canada : Ontario : Mississauga 

 

BRIEF POSITION SUMMARY: 

Provide customer service and sales support to internal and external customers providing a value added customer experience.

DUTIES and RESPONSIBILITIES:

  • Apply knowledge of all customer service systems, procedures, customers, products, and processes to perform more complex and diverse assignments in support of the day-to-day Sales Support effort.
  • Handle internal and external customer requests as capable in an accurate and timely manner including answering inbound calls, emails, and service requests in a fast paced call center environment and utilize support center tools to drive the customer experience.  Request assistance from internal support or supervision as needed.
  • Order entry, expediting, processing of returns, resolving customer disputes and basic product related questions.
  • Utilize work instructions and ISO process documentation to perform work as necessary.
  • Meet or exceed individual performance guidelines for all phone statistics (not ready time, login/log-out, log-in duration time, call length, and % calls presented/answered, etc.) in order to contribute to the department’s overall service level.  
  • May be required to work on project teams for continuous improvement, develop reporting on daily work and interact on collaborative meetings and/or conference calls; maintain, update and organize all standard work physical files.
  • Resolve customer complaints as received into call center via phone or email.
  • Follow departmental phone script, and participate in phone monitoring review and coaching.
  • Attend departmental and team meetings.
  • Drives the MSC Culture throughout the company to ensure unity of purpose and fulfillment of MSC’s mission.
  • Participates in special projects and performs additional duties as required.

EDUCATION and EXPERIENCE:

  • High School Diploma/GED required.
  •  Strong organizational skills and ability to manage multiple tasks.
  •  Must be Bilingual English & French (Quebec)
  • At least five years of customer service or customer facing experience preferred.
  • Fast pace call center experience with knowledge on upsell/cross sell preferred
  • MRO industry and/or distribution experience preferred.

SKILLS:

  • Strong organizational skills and ability to manage multiple tasks.
  • Detail oriented problem-solving skills.
  • Solid knowledge of Microsoft Office software.
  • ASI and/or AS400 experience preferred.
  • Good communication and interpersonal skills.
  • Customer service / resolving objections.
  • A positive approach and a willingness to learn.
  • Ability to work in a team environment.
  • Ability to coach and provide support to other team members.

 

Equal Opportunity Statement 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation or gender identity. MSC offers a culture that fosters inclusion and respect. We are committed to providing accessible employment practices, in compliance with the AODA. Requests for accommodation can be made at any stage of the recruitment process; applicants are asked to make their needs/requirements known.

Il nous fait plaisir de fournir, sur demande,  une version française de tout document. Adressez-vous au TalentAcquisition@mscdirect.com.  

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