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Customer Care Supervisor : Enterprise
Location:
Reno, NV
Description:
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 :15675 Employment Type :Full Time Job Category :Customer Care Work Location :Reno, NV (Whse) State or Province :Nevada (US:NV) Potential Work Location :United States : Nevada : Reno BRIEF POSITION SUMMARY: The Supervisor, Customer Care, Enterprise is responsible for managing a team of dedicated sales and service associates who focus their efforts on a specific account (s). In addition, the Supervisor is responsible for maintaining relationships to improve the account status with both internal and external customers. DUTIES and RESPONSIBILITIES: * Manages a dedicated team of Enterprise associates while responsible for specific Enterprise account service level goals and performance standards for their team members (multi:site) ensuring customer care activities meet or exceed contract level Service Level Agreements (SLA's). * Recommends improvements to Enterprise account processes to maximize efficiency, productivity and overall service for the account. * Communicates with the customer, National Account leadership to implement performance standards to meeting customer expectations. * Works with Supply Chain to improve specialized shipping methods for dedicated accounts. * 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. * Participates with EProcurement, Accounting, Credit and the IT:B2B teams to identify and improve EDI order automation allowing MSC to improve DSO. * Participates with current and new 3rd party purchasing portals. Trains and mentors team members on the proper implementation and usage. Works with Credit, ITB2B and Accounting teams ensuring DSO is maintained. * Communicates regularly with ROCR's that interact with Enterprise Accounts to ensure open lines of communication. * Travels to all National CFC locations to train, mentor and improve specific dedicated account customer care and operations knowledge. * Participates in team/staff meetings, customer meetings, National Account Team 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 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 *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: o Possess a high school diploma or equivalent required. o Perform successfully as a Customer Care Omnichannel, Digital, Enterprise or Public Sector t Representative while consistently meeting or exceeding Quality expectations for a minimum of two years is preferred. o Perform successfully as a Customer Care Supervisor for a minimum of one year inbound/outbound call center management experience is preferred SKILLS: o Knowledge of call center technology, including quality monitoring, service:based tracking(ticket), agent desktop and workforce management systems required o Computer li
Posted:
May 16 on Tip Top Job
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More About this Listing: Customer Care Supervisor : Enterprise
Customer Care Supervisor : Enterprise is a Executive Supervisor Job located in Reno NV. Find other listings like Customer Care Supervisor : Enterprise by searching Oodle for Executive Supervisor Jobs.
Customer Care Supervisor : Enterprise is a Executive Supervisor Job located in Reno NV. Find other listings like Customer Care Supervisor : Enterprise by searching Oodle for Executive Supervisor Jobs.