Supervisor Customer Care - Regional Omnichannel
@ Lensa

Hybrid
$63,000
Hybrid
Full Time
Posted 1 day ago

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XXXXXXXXX XXXXXXXXXXX XXXXXXX****** @mscdirect.com
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Job Details

Job Overview

The Supervisor Customer Care - Regional Omnichannel at MSC Industrial Supply manages a team of dedicated sales and service associates. This role focuses on medium to extra large customer accounts and collaborates with Field Sales Associates to improve account status and service levels.

Duties and Responsibilities

  • Manage a dedicated team and ensure service level goals.
  • Recommend process improvements to maximize efficiency and productivity.
  • Collaborate with internal teams and Field Sales to meet expectations.
  • Partner with HR on recruiting, onboarding, talent development and offboarding.
  • Drive revenue generation through improved account penetration and e-procurement performance.
  • Act as liaison between Regional Omni teams and Customer Care channels.
  • Participate in meetings and cross-functional groups to implement best practices.
  • Promote MSC Culture, uphold vision, and drive unity of purpose.
  • Handle special projects as required.

Education and Experience

High school diploma or equivalent required; minimum three years sales and customer service experience; at least one year of contact center leadership experience required.

Skills

  • Call center technology and quality monitoring systems.
  • Proficiency in word processing and spreadsheets.
  • Effective written and verbal communication skills.
  • Strong partner and relationship building skills.
  • Change management, supervisory, motivational and leadership capabilities.
  • Excellent time management and organizational skills.

Other Requirements

Valid state driver's license required with 10-20% travel. Applicants must be authorized to work full-time in the United States. Compensation starts at $50,000 and up to $76,000 based on experience.

Why MSC?

MSC Industrial Supply is a leading North American distributor with 80+ years of industry experience and over one million products. The company is committed to associate well-being, comprehensive benefits, and an inclusive culture.

Key skills/competency

  • Customer Service
  • Team Management
  • Process Improvement
  • Collaboration
  • Leadership
  • Call Center Technology
  • Communication
  • Recruiting
  • Organizational Skills
  • Change Management

How to Get Hired at Lensa

🎯 Tips for Getting Hired

  • Research MSC Industrial Supply: Understand company culture and values.
  • Customize your resume: Highlight relevant customer service leadership.
  • Prepare for interviews: Focus on process improvements and teamwork.
  • Showcase your skills: Emphasize call center technology expertise.

📝 Interview Preparation Advice

Technical Preparation

Review call center system functionalities.
Brush up on workforce management software.
Practice efficiency tracking techniques.
Study process improvement methodologies.

Behavioral Questions

Describe a challenging team management scenario.
Explain conflict resolution with difficult customers.
Share examples of effective process improvements.
Discuss handling fast-paced work environments.

Frequently Asked Questions