MSC Industrial Supply Co.
Supervisor Customer Care - Regional Omnichannel
MSC Industrial Supply Co., Des Moines, Iowa, United States, 50319
Supervisor Customer Care - Regional Omnichannel
Serving customers and our community starts with the best people doing their best work. We are a leading North American distributor of metalworking and maintenance, repair, and operations (MRO) products and services with over 80 years of experience across dozens of industries.
Requisition ID:
19030
Employment Type:
Full Time
Job Category:
Customer Service/Support
Job Grade:
Exempt 14
Work Location:
Davenport, Iowa
BRIEF POSITION SUMMARY:
The Supervisor, Customer Care, Regional Omnichannel is responsible for managing a team of dedicated sales and service associates who focus on Medium, Large and Extra Large Customer Accounts, as well as Field Sales Associates. The Supervisor also maintains relationships to improve the account status with internal and external customers.
DUTIES and RESPONSIBILITIES
Manages a dedicated team of Regional Omnichannel associates while responsible for service level goals and performance standards for their virtual team members.
Recommends improvements to processes in order to maximize efficiency, productivity and overall service for internal and external customers.
Collaborates with the customer, Field Sales and leadership to implement performance standards to meet customer expectations.
Partners with other leaders and Human Resources in all aspects of associate relations including recruiting, onboarding, talent development, performance management and offboarding.
Participates in efforts to increase revenue generation, account penetration and a reduction of credit/returns while driving business through the website and other e-procurement platforms.
Acts as a liaison between Regional Omni teams and all Customer Care business channels to promote open communication.
Participates in team/staff meetings, customer meetings, District and Regional Manager meetings for the purpose of improving operational improvements.
Investigates best practices and participates in cross‑functional teams to develop and implement improved service levels and processes within the Customer Care organization.
Drives the MSC Culture in the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose.
Participation in special projects and performs additional duties as required.
EDUCATION and EXPERIENCE
High school diploma or equivalent required.
Minimum of three years of sales and customer service experience required.
Minimum of one‑year contact centre experience as a leader required.
One year related industry experience is preferred.
SKILLS
Knowledge of call centre technology, including quality monitoring, service‑based tracking (ticket), agent desktop and workforce management systems required.
Computer literacy and proficiency in word processing and spreadsheet software is required.
Good written and verbal communication skills required.
Ability to partner within and across teams, building relationships required.
Change management skills required.
Supervisory, motivational and leadership skills required.
Excellent time management and organisational skills are required.
Demonstrates acceptable proficiency in all MSC's required competencies:
Customer Focus
Decision Quality
Drives Collaboration
Develops Talent
Communicates Effectively
Instills Trust
OTHER REQUIREMENTS
Position requires a valid state driver's licence and the ability to travel 10–20% of the time.
Compensation:
Starting at $50,000 – $76,000 depending on experience.
We care about our associates and have programmes in place to help our 6,500+ team members achieve their potential.
WHY MSC? People, collaboration and 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 80+ 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 are committed to investing in our associates’ well‑being with competitive pay, comprehensive benefits and a dynamic benefits programme.
OUR COMMITMENT TO YOU Alongside competitive pay, we have a comprehensive benefits programme to support you and your family’s health, well‑being and financial future. We offer dynamic healthcare plans, generous 401(k) and stock‑purchasing programmes, tuition reimbursement opportunities, and paid time away for holidays, vacations and illness. Visit our page for a better look at our extensive benefits: Your Future Benefits. You will also have the opportunity to join our Associate Inclusion Circles: Women, Pride, Black, Generational, Veterans, HOLA and Able.
EQUAL EMPLOYMENT 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, colour, religion, age, sex, national origin, disability, protected veteran status, sexual orientation or any category protected by applicable law. Accommodation requests can be made at any stage of the recruitment process; applicants are asked to make their needs/requirements known.
#J-18808-Ljbffr
Requisition ID:
19030
Employment Type:
Full Time
Job Category:
Customer Service/Support
Job Grade:
Exempt 14
Work Location:
Davenport, Iowa
BRIEF POSITION SUMMARY:
The Supervisor, Customer Care, Regional Omnichannel is responsible for managing a team of dedicated sales and service associates who focus on Medium, Large and Extra Large Customer Accounts, as well as Field Sales Associates. The Supervisor also maintains relationships to improve the account status with internal and external customers.
DUTIES and RESPONSIBILITIES
Manages a dedicated team of Regional Omnichannel associates while responsible for service level goals and performance standards for their virtual team members.
Recommends improvements to processes in order to maximize efficiency, productivity and overall service for internal and external customers.
Collaborates with the customer, Field Sales and leadership to implement performance standards to meet customer expectations.
Partners with other leaders and Human Resources in all aspects of associate relations including recruiting, onboarding, talent development, performance management and offboarding.
Participates in efforts to increase revenue generation, account penetration and a reduction of credit/returns while driving business through the website and other e-procurement platforms.
Acts as a liaison between Regional Omni teams and all Customer Care business channels to promote open communication.
Participates in team/staff meetings, customer meetings, District and Regional Manager meetings for the purpose of improving operational improvements.
Investigates best practices and participates in cross‑functional teams to develop and implement improved service levels and processes within the Customer Care organization.
Drives the MSC Culture in the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose.
Participation in special projects and performs additional duties as required.
EDUCATION and EXPERIENCE
High school diploma or equivalent required.
Minimum of three years of sales and customer service experience required.
Minimum of one‑year contact centre experience as a leader required.
One year related industry experience is preferred.
SKILLS
Knowledge of call centre technology, including quality monitoring, service‑based tracking (ticket), agent desktop and workforce management systems required.
Computer literacy and proficiency in word processing and spreadsheet software is required.
Good written and verbal communication skills required.
Ability to partner within and across teams, building relationships required.
Change management skills required.
Supervisory, motivational and leadership skills required.
Excellent time management and organisational skills are required.
Demonstrates acceptable proficiency in all MSC's required competencies:
Customer Focus
Decision Quality
Drives Collaboration
Develops Talent
Communicates Effectively
Instills Trust
OTHER REQUIREMENTS
Position requires a valid state driver's licence and the ability to travel 10–20% of the time.
Compensation:
Starting at $50,000 – $76,000 depending on experience.
We care about our associates and have programmes in place to help our 6,500+ team members achieve their potential.
WHY MSC? People, collaboration and 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 80+ 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 are committed to investing in our associates’ well‑being with competitive pay, comprehensive benefits and a dynamic benefits programme.
OUR COMMITMENT TO YOU Alongside competitive pay, we have a comprehensive benefits programme to support you and your family’s health, well‑being and financial future. We offer dynamic healthcare plans, generous 401(k) and stock‑purchasing programmes, tuition reimbursement opportunities, and paid time away for holidays, vacations and illness. Visit our page for a better look at our extensive benefits: Your Future Benefits. You will also have the opportunity to join our Associate Inclusion Circles: Women, Pride, Black, Generational, Veterans, HOLA and Able.
EQUAL EMPLOYMENT 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, colour, religion, age, sex, national origin, disability, protected veteran status, sexual orientation or any category protected by applicable law. Accommodation requests can be made at any stage of the recruitment process; applicants are asked to make their needs/requirements known.
#J-18808-Ljbffr