Solutions Service Center Representative

Serving customers and our community starts with the best people doing their best work. That is precisely what we have created at MSC Industrial Supply Co. We are a leading North American distributor of metalworking and maintenance, repair, and operations (MRO) products and services, offering more than 2 million products with over 80 years of experience across dozens of industries.

About the role

The Solutions Service Center Rep will handle multi-level inventory control, coordinating cross-functionally between Solutions customers, field sales, and supply chain coordinators to ensure customer inventory and stocking levels meet business needs. This role also supports internal and external customers with database management for software updates and vending solutions.

Responsibilities

• Provide technical database support, including creating scheduled ordering and reporting tasks, managing web portal access, updating users and user groups, transmitting orders, creating and editing reports, assigning drawer locations, and adding/editing suppliers.
• Collaborate with internal teams to ensure operational efficiencies and service levels meet or exceed customer expectations.
• Answer inbound customer calls and emails to process orders, troubleshoot issues, collaborate with vendors, make product recommendations, and provide technical web-sync support.
• Manage phased-out items by alerting the sales team and offering substitutes.
• Partner with multiple MSC departments to ensure correct item setup in vending units and accurate account information.
• Work with vendors and customers to ensure timely delivery of vending inventory and find substitutes for items with unacceptable lead times.
• Update drop ship information in MSC’s business systems.
• Analyze customer inventory usage and maintain CFC and branch inventory demand levels.
• Process automated EDI orders, including updates to package quantity, MSC item numbers, pricing, customer contacts, shipping locations, PO numbers, vendor inventory levels, and minimums.
• Suggest adjustments to vending unit inventory based on order history and customer needs.
• Export vending orders to international customers.
• Resolve complex credit and collection issues, including requesting bin checks, creating invoices, and setting up call tags.
• Act as a Trusted Advisor to deliver a superior customer experience and drive retention.
• Triage emails into Salesforce cases, confirming request types, contact information, and routing to appropriate teams.
• Manage customer orders submitted via procurement platforms (EVEND) and follow up on outstanding orders.
• Work with management to ensure effective and lasting problem resolution.
• Confirm margins meet MSC’s standard requirements when adding new vending items or placing orders.
• Adhere to MSC corporate quality standards.
• Foster the MSC culture and participate in special projects as required.

Requirements

• Minimum two years of customer service experience.
• Demonstrated ability to manage complex processes.
• Strong customer service skills and good verbal/written communication.
• Basic math skills and computer literacy (email, Microsoft Excel, Word, internet browsers, Windows OS).
• Ability to work independently, prioritize tasks, interpret data, identify trends, and organize time effectively.
• Flexibility to adapt to non-standard customer requirements.
• Valid driver’s license with ability to travel up to 5% of the time.
• May require access to ITAR and/or CUI information.

Qualifications

• Associate degree or equivalent work experience preferred.
• Two years of inventory management experience preferred.
• Industry experience or MSC Solutions experience preferred.
• AS400 knowledge and ability to learn new applications preferred.
• Diverse knowledge of industry product offerings and manufacturers preferred.
• Understanding of competitive suppliers and general product knowledge preferred.

Pay

Compensation starts at $16.78 - $26.39 per hour, depending on candidate location and experience.

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, Able).