Customer Productivity Consultant

Requisition ID: 21205 | Full Time | Customer Service/Support | New Castle, DE

About the role

The Customer Productivity Consultant (CPC) drives MSC's sales teams by providing customer solutions and service program recommendations, including customer qualification, discovery, and proposal development. The role focuses on positioning MSC as a trusted advisor in supply chain, inventory, and procurement expertise for targeted customer segments. The CPC partners with sales associates to secure large, new, or incremental business while protecting existing accounts.

Responsibilities include leveraging MSC's Business Needs Analysis methodology, measuring program performance, and training field sales teams. The CPC will primarily target opportunities exceeding $500K per site and develop strategies for smaller opportunities. Solutions may include Inventory & Crib Management, Procurement Process Efficiencies, and data governance. The role requires expertise in MSC's solutions, including Inventory, Supply Chain Management, and Digital/Electronic offerings.

The CPC will use Challenger selling methodology and MRO-Go processes to share disruptive insights with customers, building credibility through revenue growth and trusted relationships with C-suite executives.

Responsibilities

• Increase Solution sales by $3M to $5M annually within the region, collaborating with sales leadership to identify and close opportunities.
• Partner with and coach sales teams to qualify solution opportunities using MRO-Go and Challenger methodology.
• Present MSC's solution offerings and value proposition to C-level customer contacts virtually and in person.
• Maintain expert-level knowledge of MSC's disruptive insights, Challenger selling methodology, and how solutions improve customer performance.
• Determine appropriate responses to opportunities after initial qualification.
• Collaborate with Customer Solutions Manager, National Account Managers, Business Development, and Regional Manager to maintain a priority list and backlog.
• Conduct pre-call overviews and describe Needs Analysis site evaluations with customers.
• Engage with Enterprise corporate contacts and align with RCPC team for site assessments.
• Request required information from customers and sales teams to perform Business Needs Analysis (BNA).
• Lead on-site discovery of customer needs, including current and future states.
• Perform data analysis (e.g., ABC methodology) to support site evaluations and proposals.
• Design MSC solution proposals that meet customer requirements while ensuring profitability and operational objectives.
• Present solutions alongside the sales team, advocating MSC's value proposition.
• Stay updated on industry developments, supply chain enhancements, and inventory management practices.
• Attend industry trade shows (e.g., IMTS) as a solutions expert to support the sales team.
• Work cross-functionally to ensure alignment with capabilities and processes.
• Provide guidance on awarded business and solutions implementation.
• Measure and monitor implemented solutions and service program performance.
• Evaluate and validate potential on-site engagements.
• Assist in erosion mitigation activities within the National Account team.
• Maintain a thorough understanding of MSC's Inventory, Supply Chain, and Digital/Electronic solutions.
• Provide solution and services program training and coaching to sales managers and sellers.
• Complete deliverables on time for internal and external customers.
• Seek continuous improvement opportunities within MSC's and customer processes.
• Foster MSC's culture to fulfill the company's mission and vision.
• Participate in special projects and perform additional duties as required.

Requirements

• Bachelor's degree or equivalent work experience; MBA preferred.
• Five to eight years of experience in manufacturing, materials management, Supply Chain management, or Industrial Distribution.
• Three years of consulting or sales experience in Industrial distribution, supply chain, or inventory management.
• Coaching and/or training experience.
• Proficiency in MS Excel, Word, PowerPoint, and mobile technologies.
• Process evaluation experience or equivalent (preferred).
• Lean/Six Sigma experience or equivalent (preferred).
• Management experience (preferred).
• AS400 experience (preferred).

Skills

• Ability to present, communicate, and engage with executive-level customer contacts.
• Experience working in a lead role on projects.
• P&L management and knowledge.
• Excellent analytical and conceptual thinking skills.
• Strong problem-solving ability.
• Deep knowledge of MSC's disruptive insights, Challenger selling methodology, and how solutions improve customer performance.
• Working knowledge of the Industrial Distribution industry and MSC's supply chain services.
• Thorough understanding of Supply Chain operations.
• Self-starter attitude with the ability to perform without constant supervision.
• Highly organized and detail-oriented.
• Excellent interpersonal, written, and verbal communication skills.
• Strong time management and presentation skills.

Other Requirements

• A valid driver's license and ability to travel 50% or more.
• This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”).
• Must be currently authorized to work in the United States; sponsorship is not available for this position.

Pay

Compensation starts at $109,991 to $133,565 per year, depending on candidate location and experience. The salary range is based on comparable roles in the industry and cost of labor in respective cities. Actual compensation is determined by the candidate's relevant experience, education, and peer pay equity.

Benefits

• Comprehensive healthcare plans.
• Generous 401K and stock purchasing programs.
• Tuition reimbursement opportunities.
• Paid time off for holidays, vacations, and illness.
• Associate Inclusion Circles (Women, Pride, Black, Generational, Veterans, HOLA, and Able) to promote awareness, collaboration, and respect.