Solutions Service Center Representative

• Provides technical database support in the following areas: Creating scheduled ordering and reporting tasks, web portal access, adding/updating users and user groups, transmitting orders, creating and editing reports, assigning drawer locations, and adding/editing suppliers
• Works with internal teams to ensure operational efficiencies and service levels meet and exceed customer expectations through strong customer service orientation with follow up if service levels will not be met
• Answers inbound customer calls and emails to process orders, troubleshoot issues, collaborates with vendors to source products, make product recommendations and provide general technical web-sync support and change requests
• Closely manages items that have been phased out by MSC and/or our suppliers by alerting the sales team and offering subs as orders for these items are placed. A variety of resources will be used when finding suitable substitutes for these items
• Partners with multiple MSC departments to assure items are set up correctly before being added to the vending unit and that all account information is correct. (National Accounts, ESH, Item Induction, Sales Support, Field Sales, Demand, CFC/RIC, Accounting)
• Partners with vendors and customers to ensure timely delivery of vending inventory and finds suitable substitutes if inventory has unacceptable lead times. Updates all drop ship information in MSC's business systems
• Analyzes customer inventory usage and maintains CFC and branch inventory demand levels to support usage
• Processes automated EDI orders. This includes making necessary updates to package quantity, MSC item numbers, pricing, customer contacts, shipping locations, PO#'s, vendor inventory levels and minimums. Works with the customer and sales team to identify and suggest adjustments to the vending unit's inventory to prevent future ordering delays based on order history and customer's specific needs. Is responsible for exporting vending orders to international customers
• Resolves complex credit and collection issues to enhance customer service, including requesting bin checks, creating “for billing only invoices and setting up truck/UPS call tags
• Acts as a Trusted Advisor that delivers a superior customer experience to build customer trust and drive retention
• Cross-functional communication with Level 2 Tech Support to provide customers with an exceptional customer experience
• Responsible for the triage process of converting emails to Salesforce cases. This includes confirming the type of request, contact and customer information, creating the case and accurately routing to the appropriate team for completion
• Manages customer orders that are submitted via their procurement platform (EVEND) to provide support for any customer data or item errors that may occur to ensure orders are placed in a timely manner. Regularly follows up with customer contacts who have outstanding orders which need to be processed
• Works closely with management to ensure the most effective and lasting problem resolution
• Confirms margins are within MSC's standard requirements when adding new vending items or placing orders
• Adheres to MSC corporate quality standards as defined by MSC's Quality Team

• 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

What You Need:

• Minimum two years customer service experience is required
• Demonstrated ability to manage complex processes is required
• Strong customer service skills required
• Good verbal and written communications skills and the ability to work a varying schedule is required
• Basic math skills required
• Computer literacy and proficiency with email, Microsoft Excel and Word, various internet browsers and/or the Windows operating system required
• Ability to work independently, prioritize and re-prioritize activities, multi-task, interpret data, identify trends, formulate solutions, follow tasks to completion and organize and manage time appropriately
• Ability to be flexible and agile in response to non-standard customer requirements
• Driver of execution, ability to work through complex situations

• Associate degree or equivalent work experience is preferred
• Minimum two years inventory management experience is preferred
• Two years of Industry experience preferred

• MSC Solutions experience is preferred

• AS400 knowledge and the ability to learn new applications preferred
• Diverse knowledge of the industry product offerings and manufacturers preferred
• Understanding of competitive suppliers is preferred
• General product knowledge and sourcing capabilities are preferred

Other Requirements:

• A valid driver's license and the ability to travel up to 5% of the time required.
• This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”)