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Supervisor, Customer Care - Regional Omnichannel

Date: Feb 23, 2021

Location: Reno, CA, 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 : 6418 

Employment Type : Full Time         

Job Category : Customer Care / Contact Centre                                             

Work Location :  Chicago, IL 

State or Province : California (US-CA)     

Potential Work Location : United States : California : Los Angeles || United States : Nevada : Reno 

 

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

INDICATES ESSENTIAL DUTIES

To perform this job successfully an associate must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of knowledge, experience level and abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

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.

 

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.