Built to Make You Better.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 (https://youtu.be/VvCFDMQRyM8) to find out why you should work at MSC and join us as we continue to build a diverse and inclusive workplace.Requisition ID :15545Associate Referral Bonus Amount :1,000.00Employment Type :Full TimeGrade :Exempt 15Job Category :Customer CareWork Location :Davidson, NC (CSC)State or Province :North Carolina (US-NC)Potential Work/Location :United States : North Carolina : DavidsonBRIEF POSITION SUMMARY: Responsible for the daily operations of the Product and Bid Support (PBS) team, with primary functions being to manage cross-referencing and Bid projects, including the sourcing of special-order products. As well as, managing all PBS phone statistics via software and assisting Product Tech calls for our Sales Associates and customers. This is to be done in an efficient, timely and professional manner demonstrating excellence in service and commitment to customer satisfaction. DUTIES and RESPONSIBILITIES:
Hire, train and manage PBS associates
Set department and individual G&O’s based on cascading organizational KPI
Responsible for PBS cross-referencing, Bids and Product Tech call activity
Manage the ongoing development of the cross–reference and bid response strategy in response to shifts in the marketplace and that supports the changing needs of our sales force
Coordinate proper training for all associates to empower individuals to meet performance expectations
Monitor tech phone statistics via software
Maintain open and proactive communication with the sales force on the status of their projects.
Solicit sales force feedback to foster service satisfaction and continuous improvement of PBS team
Establish and maintain visibility within the team by holding communication meetings, performing phone monitoring/coaching, taking escalated customer calls, and resolving complex requests
Participate in, implement, and administer process or program improvements to assure continuous improvement of the department and its contributions to company goals
Monitor all ISO and internal audit processes to guarantee compliance
Coordinate staffing changes with related changes to field organization or to other internal staffing changes
Conduct PBS associate annual performance reviews
Facilitate inter-departmental collaboration including SSG to ensure a seamless process for our cross-reference projects
Perform, under the direction of the Manager, Class C Product Support, all duties inherent in the role of manager, including hires, termination, development, performance appraisal/counseling within MSC guidelines
Fosters 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:
Bachelor’s degree or equivalent experience required; concentration in business related field preferred.
Minimum 3 years of leadership experience with a background in sourcing, cross referencing, customer service or related customer/sales facing position required
Experience leading / working in a call center environment a plus
Detailed knowledge of MRO distribution product lines preferred
Supervisor coursework or certifications in business preferred
SKILLS:
Proficiency in Microsoft Office software required; ASI/AS400 experience a plus
Advanced organizational, analysis and evaluation skills with ability to work in fast paced environment
Demonstrated experience working in a team environment with a strong customer partnership focus
Strong written and verbal communication skills including exceptional inter-personal and team building experience
Ability to communicate to all levels of management, Sales Associates, customers and vendors
Ability to help others understand and adhere to company policies and procedures
Ability to build credibility by openly and regularly sharing appropriate information with others
OTHER REQUIREMENTS:
A valid driver’s license and the ability to travel up to 10% of the time may be required.
May travel occasionally for up to one week at a time as needed.
May work within a warehouse environment to understand the Cross-Dock portion of the business as it pertains to SSG orders and order processing
This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”)
Compensation starting at $61250 - $87500 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. 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 (https://jobs.mscdirect.com/content/Acknowledgement/?locale=enUS&previewLink=true&referrerSave=false) to review.
