Job Information
MSC Industrial Supply Co. Lead, Sales Support Center in Davidson, North Carolina
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 (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 :16288
Employment Type :Full Time
Job Category :Customer Care
Job Grade :Exempt 14
Work Location :Davidson, NC (CSC)
Potential Work Location :On Site Role
BRIEF POSITION SUMMARY:
Leads and influences day to day activities of a team of sales support and technical support representatives while driving best-in-class processes and providing exceptional customer service. This position has no direct reports but leads a team of representatives.
DUTIES and RESPONSIBILITIES:
Lead the daily activities of a team of representatives who place and receive telephone calls with the intent of promoting company products or services. Leads assigned team to own every customer’s experience to drive satisfaction and first contact resolution.
Required to assist in the day to day operations of the call center by providing coverage on inbound call queues, ticketing systems, alternative contact methods, and other duties as needed.
Establish and maintain visibility within the Sales Support Center by acting as a point of contact for questions and troubleshooting for all Sales Support Representative’s (SSR).
Maintain awareness of daily/weekly/monthly operational performance statistics. Report trends, variances, and problem situations to management. May be requested to assist with reporting of such statistics.
Responsible for promoting call center policies and procedures including meeting call center operational standards, maintaining employee metrics and service levels, improving quality service, preparing reports, keeping equipment operating, maintaining professional and technical knowledge, and accomplishing organization goals.
Required to apply a comprehensive knowledge of customer service systems, procedures, customers, products, and processes to perform a broad range of varied and demanding assignments within the customer service area.
Follow departmental phone script, and participate in phone monitoring review and coaching. May be requested to assist in performing phone monitoring and coaching sessions.
Recommend system, process, or policy improvements to ensure continual improvement of the Customer Service department and its contribution to customer satisfaction. May be requested to assist in the implementation of such changes.
Utilizing work instructions and ISO process documentation to perform work as necessary. May be requested to assist with maintaining up-to-date procedures.
Handle internal and external customer requests as capable in an accurate and timely manner. May be responsible for more important and complex accounts and customers. Request assistance from internal support or supervision as needed.
Meet or exceed individual performance guidelines for all phone statistics (not ready time, log-in/log-out, log-in duration time, call length, and % calls presented/answered, etc.) in order to contribute to the department’s overall service level.
Provide value-added service by introducing and selling products and services not currently being purchased that might enhance the customer’s overall experience.
Initiate customer education opportunities regarding existing products and services to drive awareness and thus increased value.
Document all pertinent information using the appropriate call-tracking system.
Develop and maintain a strong product and customer service knowledge base on a continuous basis via internal training opportunities, external sources, and self-education.
Create and maintain an environment that promotes positive communications and fosters teamwork within the department. May be requested to perform coaching sessions with SSR team members, including pertinent documentation.
Communicate training needs that will empower each SSR to meet performance expectations. May be requested to perform training sessions as needed.
Report daily unprocessed work to do into database; maintain organized physical files.
Enter customer complaints as received into the ISO complaint database.
Attend departmental and team meetings.
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
EDUCATION and EXPERIENCE:
Bachelor’s or Associate’s degree preferred.
High School Diploma/GED required.
Previous leadership role preferred.
3+ years of experience in distribution or related industry preferred.
Experience in a consistently fast paced, high visibility area with a sincere focus on exceptional relationship care.
SKILLS:
Proven ability to work in a team environment.
The ability to effectively build and sustain relationships, collaborate and influence key business partners/ leaders at all levels. Comfortable challenging the status quo and managing up.
Excellent organizational and time-management skills to successfully drive results in a fast paced environment with constantly changing priorities.
Highly developed analytical, problem solving and decision making skills, able to interpret data proactively identifying performance trends and modifying plans to meet business needs.
Effective oral and written communication skills.
Ability to work independently as well as effectively executing business strategies to drive and sustain performance through teamwork, empowerment and skills development.
Strong project management and organizational skill with a high level of accuracy and attention to detail in an environment requiring high output, speed and multiple demands.
Working knowledge of Microsoft Office software required; ASI/AS400 experience preferred.
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.