Senior Representative, Customer Care Support - Digital EPRO

Baltimore, MD
May 11, 2022
May 20, 2022
Full Time
BRIEF POSITION SUMMARY: The position of Senior Representative, Customer Care Support - Digital E-Pro has a strategic focus on meeting E-procurement customer expectations and improving order automation. In addition, this associate is responsible for leading peers in related functions such as application usage, skill development and daily guidance. DUTIES and RESPONSIBILITIES: * Provides exceptional customer service and effortless experiences in accordance with MSC standards to ensure customer satisfaction, account retention and revenue generation by processing inbound E-procurement orders promptly and accurately. * Possesses a strong understanding of EDI mapping processes and works with the proper channels to enact automation opportunities accordingly * Guides, trains and mentors team members to improve knowledge and skill level of the E-pro support team. * Effectively navigates various systems and collaborate with other departments to identify and address the customers' needs. * Communicates with customers through multiple interaction types (including but not limited to email and voice) in accordance with MSC's standards. * Proactively identifies initiatives to enhance customer satisfaction and communicates these to appropriate channels for implementation as needed. * Updates account information to improve automation and future customer experiences. * Demonstrates an understanding of punchout and all procurement software including SAP, Ariba, and Oracle along with the mapping capabilities of each. * Functions as a peer leader. * Provides guidance and support to associates needing assistance with the resolution of customer issues. * Achieves the goal expectations of the role, including but not limited to quality & productivity measurements. * Promotes company initiatives at a department level in a changing environment. * Resolves escalated customer inquiries, strategic customer service in accordance with MSC Standards to the issue and grow the customer relationship. * 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 *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 Representative- Customer Care- Digital E-Pro Support for a minimum of six months required, while consistently meeting or exceeding Quality expectations. SKILLS: Excellent data entry skills required. Strong understanding of EDI mapping processes. Excellent time management skills required. Strong customer service skills required. Proficiency in systems used by the Representative, Customer Care - Digital E-Pro role, such as as/400, Oceana and the MSC website required. Excellent interpersonal and communication skills; capable of explaining simple procedures in writing and verbally; good phone skills required. Working knowledge and use of Microsoft Office is required. (Outlook, Word, Excel, etc.) Bilingual ability (Spanish or French) desired. General knowledge of the industrial supply industry desired. Demonstrates a acceptable proficiency in all MSC's required competencies: o Customer Focus o Decision Quality o Drives Collaboration o Develops Talent o Communicates Effectively o Instills Trust 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.