MSC Industrial Supply Co. Senior Customer Care Supervisor 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 : 577

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

DUTIES and RESPONSIBILITIES:

  • Monitors call performance of team members to ensure customer service is in line with MSC standards.

  • Develops and cultivates good customer relations. Responds to customers needs, consistent with MSC standards, culture and business practices.

  • Recommends improvements to Call Center processes to maximize efficiency and productivity.

  • Communicates regularly with branches to ensure open lines of communication. Focuses efforts towards revenue generation, account penetration, and a reduction of credits/returns.

  • Assists Call Center Manager in tracking expenses, core metrics and productivity improvements through various reporting.

  • Acts as the point of contact for communication with the local call center supervisors and resolves issues that could affect call center operations.

  • Conducts under limited guidance of the Call Center Manager, various team meeting and projects to drive operational improvements within the call centers.

  • Travels to all Call Centers to increase specific or general customer service and call center operations knowledge. Trains other call center supervisors and call center associates on knowledge gained to contribute to call center success.

  • Investigates best practices and leads cross-functional teams to drive improved service levels in the call center.

  • Performs all duties inherent in the role of MSC supervisor as defined by the MSC Code of Conduct including hiring, termination, reviews, and development of associates.

  • Mentors and trains new call center associates to ensure exceptional customer service.

  • Drives the MSC Culture in the department and throughout the company to ensure unity of purpose and fulfillment of MSC’s Mission.

EDUCATION and EXPERIENCE:

  • High school diploma or the equivalent is required.

  • Minimum of four years customer service or related experience is required.

  • Minimum of two years call center supervisory experience is required.

SKILLS:

  • Supervisory, motivational and leadership skills are required.

  • Good written and oral communications skills are required.

  • Excellent time management and organizational skills are required.

MISCELLANEOUS:

  • Position may require a valid state driver’s license.

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.