Customer Care Team Coach - Regional Omnichannel
Company: MSC Industrial Supply Co.
Location: Maumee
Posted on: June 25, 2022
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Job Description:
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 to find out
why you should work at MSC and join us as we continue to build a
diverse and inclusive workplace. Requisition ID :10209 Employment
Type :Full Time Job Category :Customer Care / Contact Centre Work
Location :Toledo, OH State or Province :Ohio (US-OH) Potential Work
Location :United States : Ohio : Toledo -- United States : Ohio :
Ashtabula -- United States : Ohio : Cincinnati -- United States :
Ohio : Cleveland -- United States : Ohio : Columbus -- United
States : Ohio : Conneaut -- United States : Ohio : Dayton -- United
States : Ohio : Findlay -- United States : Ohio : Massillon --
United States : Ohio : Niles -- United States : Ohio : South Point
-- United States : Ohio : Tiffin BRIEF POSITION SUMMARY: The
Customer Care Team Coach will partner with the local leadership
team to provide coaching, guidance and support with associate
development, administrative duties and the daily operations of the
customer care center. The ideal candidate will be an intentional
learner with strong situational adaptability to lead the execution
of company initiatives across departments. DUTIES and
RESPONSIBILITIES: Assists Customer Care Supervisors with training
associates on departmental procedures and monitor the progress.
Assists the leadership team in executing the daily operations of
the customer care center to meet key performance areas are
achieved. Provides associates coaching to resolve customer issues,
increase their product knowledge and identify the most
effective/efficient sources of information. Resolves escalated
customer concerns and communicate solutions to leaders to ensure
the most effective and lasting resolutions. Provides customer
service, in accordance with MSC standards to ensure customer
satisfaction, loyalty and revenue growth. Focuses on generating
consistent sales growth through effective regulation to close the
sale. Handles various technical issues with limited assistance for
both inbound voice and e-mail related questions. Drives the MSC
Culture in the department and throughout the company to ensure
fulfillment of MSCs 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: High
school diploma or equivalent required. Perform successfully as a
Customer Care Omnichannel Representative for a minimum of six
months, while consistently meeting or exceeding Quality
expectations. SKILLS: Excellent customer service skills required.
Demonstrated sales skills required. Proficiency in systems used by
the Representative, Customer Care - Omnichannel role, such as
as/400, Oceana and the MSC website required. Excellent
communication skills required including the ability to speak and
write standard business English required. Bilingual ability
(Spanish or French) desired. General knowledge of the industrial
supply industry desired. Demonstrates acceptable proficiency in all
MSCs required competencies: Customer Focus Decision Quality Drives
Collaboration Develops Talent Communicates Effectively Instills
Trust Telework Why MSC? People. Collaboration. Insight. Thats 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/?localeen_US&previewLinktrue&referrerSavefalse)
to review.
Keywords: MSC Industrial Supply Co., Toledo , Customer Care Team Coach - Regional Omnichannel, Education / Teaching , Maumee, Ohio
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