Share this Job

Customer Field Solutions Manager

Date: Feb 26, 2021

Location: Richmond, VA, 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 : 6084 

Employment Type : Full Time         

Job Category : Inventory Management                                             

Work Location :  Richmond, VA 

State or Province : Virginia (US-VA)     

Potential Work Location : United States : Maryland : Baltimore || United States : Virginia : Newport News || United States : Virginia : Richmond 



Manages the Vendor Managed Inventory Specialist (VMIS) team to ensure customer satisfaction, associate development, and the achievement of goals



  • Tracks expenses for the Inventory Specialists as well as other financial concerns through budgetary and other analysis to ensure adherence to budgetary parameters. Takes corrective action to ensure budget alignment.
  • Represents MSC when necessary at customer meetings by communicating MSC's Value Proposition, direction and strategy for alignment to customer goals and expectations
  • Continuously reviews operational performance metrics to ensure the Inventory Specialist team is achieving results; coaches’ teams to maintain results.
  • Visits customers along with Inventory Specialists to assess needs, review progress of solutions related programs, and develop a relationship with customers.
  • Works with Routing Administrator to plan the appropriate customer route ensuring optimum levels of service are achieved in a time efficient manner.
  • Assists in the training of Inventory Specialists in planning and solutions implementation.
  • Responsible for conducting due diligence for Inventory Specialists complaints to ensure proper documentation and presents finding to the Field Service Leader.
  • Routinely monitors the Inventory Specialist call planners and routing software to ensure they are being maintained.
  • Maintains accurate records ensuring the Inventory Specialist team follow all company policies and procedures documented in the associate handbook and takes corrective action when necessary
  • Manage implementation of solutions and system enhancements through collaboration with various business owners.
  • Onboarding new associates including Interviewing, training, and developing weekly schedule.
  • Monitors workflow across all available Inventory Specialists and trains all associates cross functionally to ensure the needs of the internal and external customer are met in a timely manner.
  • Work with key field stakeholders to drive program compliance.
  • Collaborate on the conception, production, and implementation of internal and external programs aimed at improving metrics.
  • Supports the retention of solutions in established customers.
  • Works in conjunction with Field Sales Managers to ensure properly servicing internal and external customers.
  • Supervises all administrative reporting related to the Inventory Specialist team.
  • Performs, under the general guidance of the Field Service Leader, all duties inherent in the position of MSC Supervisor as defined by the MSC Code of Conduct including hiring, termination, review and development of Associates.
  • Drives the MSC Culture in the Branch and throughout the company to insure unity of purpose and fulfillment of MSC’s mission.
  • Participation in special projects and performs additional duties as required


  • Bachelor’s degree and/or equivalent work experience is required.
  • Customer service experience including one year of related industry experience required.
  • At least one year of previous supervisory experience is strongly preferred.
  • Two years of Service Representative experience preferred.


  • Excellent verbal and written communication skills required.
  • Excellent Time Management and organization skills required.
  • Driver of execution, ability to work through complex situations.
  • Financial planning skills required.
  • Computer literacy and proficiency in word processing and spreadsheet software such as Microsoft Office is required.
  • Experience managing within larger geographical areas of responsibility is preferred.


  • A valid driver’s license is required.
  • Up to 60% travel is required (regional)


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: Richmond