Job Information
MSC Industrial Supply Co. Machinery Customer Support Manager/HYBRID in Atlanta, Georgia
Built to Make You Better.
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 (https://youtu.be/VvCFDMQRyM8) to find out why you should work at MSC and join us as we continue to build a diverse and inclusive workplace.
Requisition ID :15584
Associate Referral Bonus Amount :1,000.00
Employment Type :Full Time
Grade :Exempt 17
Job Category :Metalworking
Work Location :Atlanta, GA
State or Province :Georgia (US-GA)
Potential Work/Location : Atlanta, GA, must reside within the Atlanta Metro area.
BRIEF POSITION SUMMARY: The Machinery Customer Support Manager is responsible for overseeing all aspects of customer support, ensuring exceptional service and maintaining high customer satisfaction levels. This role requires strong leadership skills, excellent communication abilities, and a passion for providing outstanding customer experiences
DUTIES and RESPONSIBILITIES:
Team Leadership
Manage and lead a team of customer service representatives, providing guidance, coaching and support to ensure optimal performance and productivity.
Provide strategic direction and creates annual sales budget for machinery customer support department.
Resolve complex customer-related issues involving machinery sales and service.
Manage quotation and service log systems, maintain required literature and product manuals on file.
Monitor and evaluate team performance metrics, including response time, abandon rate, quotes and orders.
Review and approve all expense invoices to ensure accuracy prior to payment.
Conduct regular training sessions to enhance skills and knowledge of customer service team.
Sales and Customer Support
Proactively drive machinery sales plans with MSC branches and markets.
Interacts with operations and purchasing teams to resolve product and service issues relating to the overall quality of machinery equipment.
Communicates to cross-functional teams to ensure all participants are up to date with progress and requirements of involved projects.
Supports efforts between sales and operations to manage the timing, volume, and disposition of inbound and outbound machinery shipments.
Trains and instructs associates on machinery product, conducts on-site customer training (at customer's location).
Cross Functional Support
Works with the machinery category manager to develop new products and support vendor relationships
Maintains and distributes master machinery service log to communicate with category, operations, and suppliers.
Reviews and moderates mscdirect.com machinery-related questions from MSC customers and web shoppers.
Proofreads machinery print and digital content for technical integrity.
Travels to support trade shows and product training for new products.
Works with category team to charge-back suppliers for field warranty service expenses.
Performs all duties inherent in the role of MSC manager as defined in the MSC Code of Conduct including hiring, termination, review, and development of associates.
Fosters 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:
Bachelors’ Degree in Business Administration or related field required.
Minimum of five years industry experience in customer service management is required.
Ability to manage cross-functional initiatives required.
Experience managing associates preferred.
MS Office proficiency required
SKILLS:
Advanced knowledge of machinery, sales and distribution.
Excellent leadership skills, with the ability to motivate and inspire a team.
Ability to work well under pressure in a fast-paced environment.
Strong customer focus and understanding of their needs and expectations.
Proficient in customer service software, databases and other relevant tools.
Strong written and verbal communication with presentation experience.
Solid business acumen, including key financial metrics, and knowledge of distribution process.
Works cross-functionally and has effectively participated on cross-functional teams.
OTHER REQUIREMENTS:
A valid driver’s license and the ability to travel up to 10% of the time may be required.
This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”).
Compensation starting at $79590 - $125070 depending on experience.
The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate’s relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.
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, Associate Inclusion Circles: Women, Pride, Black, Veterans, HOLA and DisABLEd 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. By applying to this job you agree to the Application and Acknowledgment Declaration terms. Click HERE (https://jobs.mscdirect.com/content/Acknowledgement/?locale=en_US&previewLink=true&referrerSave=false) to review.