Customer Support / Call Center Manager

MSC Industrial Direct   •  

Southfield, MI

Industry: Wholesale


Less than 5 years

Posted 234 days ago

This job is no longer available.

  • BRIEF POSITION SUMMARY:Responsible for leading MSC?s Vending Support Center (VSC) team. Duties range from the development of appropriate operational customer service & support models, to the development of key operational strategies, processes, tools, & functions. In addition, this position is responsible for operational financial planning, performance measurement, & problem solving in support of the MSC Corporate Vending Strategy.
  • DUTIES and RESPONSIBILITIES:Responsible for managing the day to day MSC?s Vending Support Center customer service operation.
  • Development, communication, and measurement of key operational performance metrics within assigned vending operations.
  • Responsible for meeting and exceeding operational performance metrics developed in support of program strategy.
  • Collaborates/works with their manager and peers in other vending support functions to create customer service strategies & implementation plans, as well as all associated financial plans.
  • Builds and manages associated departmental financialbudgets and is responsible for financial plans in support of operations.
  • Continually assesses all aspects of vending operations to identify improvement opportunities and areas of opportunity for productivity and profitability gains.
  • Presents regularly to the sales organization (OSA?s, BSM?s, and MM?s) to ensure collaboration and alignment on key areas of focus.
  • Participates in regular customer sales calls and acquires sales associate feedback to gain valuable information on strategies and performance.
  • Works cross functionally with vending sales management team on processes, problem solving, and program enhancements in support of overall MSC vending strategy.
  • Serves as a point of escalation for VSC support issues. Able to manage the tracking, research, resolution, and communication.
  • Evaluates and communicates both the internal and external customer experience.
  • Drives change management throughout area of responsibility.
  • Manages processes within operations and implements changes that maximizes the efficiency and effectiveness of the associates while driving and enhanced customer service experience.
  • Ensures operational project deliverables are met on time with expected outcomes.
  • Assists in the development & implementation of key technology tools in support of productivity gains and cost avoidance.
  • Holds team accountable for delivering outstanding customer service and identifies and rewards excellence.
  • Develops talent development & succession management plans in support of vending program growth and associate growth.
  • Participates in cross functional initiatives in support of continual improvement.
  • Perform all duties inherent in the role of MSC Manager as defined by the MSC Code of Conduct including hiring, termination, review, and development of associates.
  • 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
  • EDUCATION and EXPERIENCE:A Bachelor?s Degreerequired.
  • Minimum of 2years Customer Service/Call Center Operations management experience is required.
  • Minimum of 3years?experience managing others, including supervisory and front-line level associates required.
  • Experience managing geographically separated teams, including offshore resources, highly preferred.
  • Experience with modern call center systems, including telephony and ticketing systems highly preferred.
  • Industrial/manufacturing sales, knowledge of MSC-like product lines/services and MSC experience is preferred.
  • SKILLS:Experience managing support groups handling large volumes of voice calls, email incidents and requests, and/or error queues.
  • Excellent management, relationship building and negotiation skills and techniques are preferred.
  • Ability to influence medium sized groups in own function or cross functionally.
  • Ability to evaluate and optimize processes and performance of a unit/function is required.
  • Ability to problem solve and act decisively during peak periods of complexity.
  • Excellent organizational, time management, leadership, coaching, and team building skills are required.
  • System knowledge preferred or the ability to learn new applications required.
  • Excellent oral and written communications skills required.
  • Strong project management skills preferred.
  • OTHER REQUIREMENTS:A valid driver?s license and the ability to travel up to 10% required

Additional Information Equal Opportunity Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation or gender identity.