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MSC Industrial Supply Co. Sales Support Representative in Cleveland, Ohio

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 : 2897

Employment Type : Full Time

Job Category : Sales Operations

Work Location : Cleveland, OH (Corp)

State or Province : Ohio (US-OH)

Potential Work Location : United States : North Carolina : Davidson || United States : Ohio : Cleveland

BRIEF POSITION SUMMARY:Provide customer service and sales support to internal and external customers providing a value-added customer experience. Responsible for new account setup, resolving billing and invoicing discrepancies. Work with all areas of Finance, Sales Support and Field Sales.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.

  • Manages the customer account set up process by obtaining legal entity name, address, contacts, pay from and ship to information, freight information, tax status, PO requirements, credit application, and special billing requirements, etc.

  • Reviews and resolves invoice exception errors within the order to invoice process to ensure all monthly sales orders are processed for revenue recognition.

  • Reviews and approves all customer credits and high dollar returns, ensuring accuracy and validity.

  • Measures and monitors credits and returns root cause and establish procedures to reduce volume of activity. Provide feedback to Sales Support leads on areas of improvement.

  • Creates standard operating procedures for new account set up, account maintenance, credits, returns, in-process error resolution, various electronic orders and specific national accounts.

  • Work on cross-functional teams for continuous improvement, develop reporting on project work and interact on collaborative meetings and/or conference calls; maintain, update and organize all standard work physical files.

  • Clean up and on-going maintenance of customer master database information.

  • Receives, researches and resolves a variety of internal and external customer inquiries concerning account status. Initiates communications to external customers and internal personnel to resolve customer account discrepancies.

  • Specialized National Account maintenance on customer website/portals, Ariba. Prepares and generates various scheduled and special reports, and participates in special projects relating to NA needs.

  • Resolve customer complaints as received into call center via phone or email.

  • Follow departmental phone script, and participate in ticket/project monitoring, review and coaching.

  • 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.


  • High School Diploma/GED required, Bachelor or associate degree preferred.

  • Three to five years of customer service or customer facing experience preferred.

  • Accounts Receivable, Credit & Collections, or Billing experience preferred.

  • MRO industry and/or distribution experience preferred.


  • Exhibits customer focused behaviors such as building positive relationships and strives to understand customer’s needs.

  • Strong ability to troubleshoot, problem-solve, perform research and analysis, and is extremely detail oriented.

  • Relies on limited experience and one’s own judgment to plan and accomplish goals.

  • Works under general supervision. A certain degree of creativity and latitude is required.

  • Excellent oral and written communication and interpersonal skills.

  • A positive approach and a willingness to learn coupled with the ability to work in a team environment.

  • Industry and/or distribution experience preferred.

  • Working knowledge of Microsoft Office software. Intermediate knowledge of Microsoft Excel.

  • Job requires ability to read technical material and develop analysis and recommendations regarding same.


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.

As one of America’s Best Large Employers (named in 2017 by Forbes magazine), we care about our associates and have programs in place to help our 6,000+ 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

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.