MSC Industrial Supply Co. Customer Care Resource Agent in Southfield, Michigan

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 : 521

Employment Type : Full Time

Job Category : Customer Care / Contact Centre

Work Location : Southfield, MI

State or Province : Michigan (US-MI)

Potential Work Location : United States : Michigan : Southfield

BRIEF POSITION SUMMARY:

The Customer Resource Agent is an entry-level position that works in a high-performance call center environment providing excellent customer care to established Tier II Redistribution customers through various communication channels.

DUTIES and RESPONSIBILITIES:

  • Provide personalized customer service by use of interpersonal skills, establishing rapport, and presenting a positive, friendly attitude.

  • Using multiple forms of communication (phone-within call center environment, web, email, & chat) solve customers’ needs while delivering excellent customer service – this includes but not limited to order tracking/tracing, delivery status, and RMA entry.

  • Accurately update systems with status details and other information relating to the customer’s needs.

  • Work closely with management to resolve customer questions/concerns.

  • Fosters the MSC Culture in the department and throughout the company to ensure unity of vision and fulfillment of MSC’s mission.

  • Meet or exceed all assigned operational, customer-experience and service level metrics consistently.

  • Participates 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 the equivalent required.

  • Customer service and/or Call Center and/or Web based internet chat experience preferred.

SKILLS:

  • Strong verbal and written communication skills required including the ability to communicate with standard grammar.

  • Accurate typing and data entry skills required.

  • Above average computer knowledge/technical skills required – (such as: proficient at using search tools, web browsers, email features, attaching files to correspondence, utilizing tracking tools, website functionality, and web chat)

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.

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.