Sales Support Rep II

BRIEF POSITION SUMMARY :

Provide customer service and sales support to internal and external customers providing a value added customer experience.

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.

• Order entry, expediting, processing of returns, resolving customer disputes and basic product related questions.
• Utilize work instructions and ISO process documentation to perform work as necessary.
• 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.

May be required to work on project teams for continuous improvement, develop reporting on daily work and interact on collaborative meetings and / or conference calls;

maintain, update and organize all standard work physical files.

• Resolve customer complaints as received into call center via phone or email.
• Follow departmental phone script, and participate in phone monitoring review and coaching.
• Attend departmental and team meetings.
• 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.

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 / GED required.
• At least five years of customer service or customer facing experience preferred.
• Fast pace call center experience with knowledge on upsell / cross sell preferred
• MRO industry and / or distribution experience preferred.

SKILLS :

• Strong organizational skills and ability to manage multiple tasks.
• Detail oriented problem-solving skills.
• Solid knowledge of Microsoft Office software.
• ASI and / or AS400 experience preferred.
• Good communication and interpersonal skills.
• Customer service / resolving objections.
• A positive approach and a willingness to learn.
• Ability to work in a team environment.
• Ability to coach and provide support to other team members.

Compensation starting at $19 an hour depending on experience.

The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities.

Actual compensation is based on the candidate’s relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.

Telework