Customer Service Rep

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 :15604

Employment Type :Full Time

Job Category :Customer Solutions

Job Grade :Pseudo Grd 10

Work Location :Machesney Park, IL (ET)

Potential Work Location : On Site Role (First Shift Position)

JOB PURPOSE AND REPORTING STRUCTURE: Under the direction of the Supervisor, Customer & Integrated Services, the Customer Service Representative ensures the accurate and timely processing of customer orders, and the highest level of customer satisfaction, in accordance with company policies and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Receive customer inquiries for product orders. Process orders according to procedures, ensuring the accurate entry of data into the computerized system. Answer questions, identify the best product to meet the customers' requirements and provide quotes. Pull prints as needed to identify the correct application requirements.

• Update and maintain all required information in the computerized system, to include customer data, pricing, vendor information, etc.

• Contact vendors for price bids as needed. Fax or call in orders to vendors when appropriate. Coordinate with vendors to achieve better pricing.

• Process repair orders according to procedures, ensuring timely turnaround.

• Reconcile debit and credit, cost adjustment, and invoice issues with customers and vendors while maintaining positive working relationships.

• Act as a technical resource to the sales force, other departments, customers and vendors to address and resolve inquiries, issues and problems.

• Expedite orders for delivery as needed.

• Process customer returns according to departmental procedures.

• Review the open order report daily and attempt to expedite orders.

• Complete special projects as assigned.

• Complete and maintain all required paperwork, records, documents, etc.

• Follow and comply with all safety and work rules and regulations. Maintain departmental housekeeping standards.

MARGINAL JOB FUNCTIONS: Assist in other departments as needed. Attend meetings as required.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE: Requires an associate degree or two years of college with job related coursework and three to five years of progressively responsible related experience; or a high school diploma and six to eight years of progressively responsible related experience; or a combination of education and experience.

LANGUAGE SKILLS: Ability to read and interpret documents such as product catalogs, reports, and procedure manuals. Ability to prepare routine reports and correspondence. Ability to communicate effectively with vendors, customers and other employees of the organization. Requires excellent telephone skills.

MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

OTHER SKILLS AND ABILITIES: Requires the ability to operate a variety of standard business machines, such as a computer and the job related software, a keyboard, calculator, telephone, FAX, photocopier, etc.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to the risk of electrical shock.

The noise level in the work environment is usually moderate.

OTHER REQUIREMENTS

• This position may require access to International Traffic in Arms Regulations Information ("ITAR") and/or Controlled Unclassified Information ("CUI").

The above statements reflect the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation

Telework

Compensation starting at $19 / hour and up dependent on candidate location and experience

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. 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 (~~~) to review.