MSC Industrial Supply Co.
Supervisor Customer Care - Regional Omnichannel
MSC Industrial Supply Co., Iowa, Louisiana, United States, 70647
Supervisor Customer Care - Regional Omnichannel
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Supervisor Customer Care - Regional Omnichannel
role at
MSC Industrial Supply Co.
Overview The Supervisor, Customer Care, Regional Omnichannel is responsible for managing a team of dedicated sales and service associates who focus their efforts on Medium, Large and Extra Large Customer Accounts, as well as Field Sales Associates. In addition, the Supervisor is responsible for maintaining relationships to improve the account status with both internal and external customers.
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 center experience as a leader required.
One year related industry experience is preferred.
Skills
Knowledge of call center 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 communications 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 organizational 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 license and the ability to travel 10–20% of the time is required.
Applicants must be currently authorized to work in the United States on a full-time basis. We are unable to sponsor or take over sponsorship of an employment Visa for this position at this time.
Compensation starting at $50,000 - $76,000 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.
EEO 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 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.
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Supervisor Customer Care - Regional Omnichannel
role at
MSC Industrial Supply Co.
Overview The Supervisor, Customer Care, Regional Omnichannel is responsible for managing a team of dedicated sales and service associates who focus their efforts on Medium, Large and Extra Large Customer Accounts, as well as Field Sales Associates. In addition, the Supervisor is responsible for maintaining relationships to improve the account status with both internal and external customers.
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 center experience as a leader required.
One year related industry experience is preferred.
Skills
Knowledge of call center 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 communications 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 organizational 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 license and the ability to travel 10–20% of the time is required.
Applicants must be currently authorized to work in the United States on a full-time basis. We are unable to sponsor or take over sponsorship of an employment Visa for this position at this time.
Compensation starting at $50,000 - $76,000 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.
EEO 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 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.
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