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Requisition ID :12665

Employment Type :Full Time

Job Category :Customer Care / Contact Centre

Work Location :Atlanta, GA

State or Province :Georgia (US-GA)

Potential Work Location :United States : Georgia : Atlanta

BRIEF POSITION SUMMARY:

The Sr. Supervisor, Customer Care, Enterprise and Government is responsible for managing a team of dedicated sales and service associates who focus their efforts on a specific account (s). This Supervisor will lead efforts to build relationships with both internal and external customers while also mentoring the Enterprise / Government Supervisors.

DUTIES and RESPONSIBILITIES:

• Manages a dedicated team of Enterprise / Government associates while responsible for specific Enterprise / Government account(s) service level goals and performance standards for their multi-site team members, ensuring customer care activities meet or exceed contract level Service Level Agreements (SLA’s).
• Recommends and drives improvements of Enterprise and Government account processes to maximize efficiency, productivity and overall service for the account.
• Proactively communicates directly with the customer, National Account and Government Account leadership to strategize and implement performance standards to meeting customer expectations.
• Works with and provides direct feedback to Supply Chain Director/Manager’s to identify and improve specialized shipping methods for dedicated accounts.
• Leads focused efforts for revenue generation, account penetration and a reduction of credit/returns while driving business through the website and other e-procurement platforms.
• Partners with EProcurement, Accounting, Credit and the IT-B2B teams to identify, strategize and improve EDI order automation allowing MSC to improve DSO.
• Investigates current and new 3rd party purchasing portals. Trains and mentors Supervisors and team members on the proper implementation and usage. Coordinates efforts to include Credit, ITB2B and Accounting teams ensuring DSO is maintained.
• Mentors and trains new Enterprise and Government Supervisors and team associates to ensure our contractual customer service obligations.
• Assists Customer Care management to drive improvement of core quality and productivity metrics through reporting and customer feedback.
• Conducts team/staff meetings, customer meetings, National Account/Government Team manager meetings for the purpose of driving operational improvements.
• Travels to all National CFC locations to train, mentor and improve specific dedicated account customer care and operations knowledge.
• Investigates best practices and leads cross-functional teams to drive 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:

  • Possess a high school diploma or equivalent required.
  • Minimum of two years’ experience in managing associates within an inbound/outbound call center environment is required.
  • Minimum of two years successful Customer Care Omnichannel/Enterprise or Government Supervisor required.

    SKILLS:

  • Strong knowledge of call center technology, including quality monitoring, service-based tracking(ticket), agent desktop and workforce management systems required
  • Computer literacy and proficiency in word processing and spreadsheet software is required.
  • Strong written and verbal communications skills required.Excellent problem solving, decision making, and change mgt skills balanced with solid relationship building skills
  • Bilingual ability (Spanish or French) desired.
  • Ability to partner within and across teams, building relationships required
  • Strong change management skills required.
  • Supervisory, motivational and leadership skills required.
  • Excellent time management and organizational skills are required.
  • Demonstrates exceptional proficiency in all MSC&
  • Customer Focus
  • Decision Quality
  • Drives Collaboration
  • Develops Talent
  • Communicates Effectively
  • Instills Trust

    OTHER REQUIREMENTS:

    Position requires a valid state driver’s license and the ability to travel 10-20% of the time is required.
    
    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 to review.