Sr. Solutions Service Specialist

About the role

MSC Industrial Supply Co. is 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. The Sr. Solutions Service Specialist delivers on-site service and support for MSC’s inventory management solutions, including ControlPoint solutions such as Vendor Managed Inventory (VMI), vending, Onsite solution, and storeroom programs. The role proactively supports product replenishment, equipment maintenance, Lean (6S) practices, customer engagement, and partners with sales to drive solution expansion and customer retention.

Responsibilities

• Manage MSC ControlPoint Solutions (VMI, vending, Onsite solution, storeroom programs) at all MSC Service accounts.
• Perform product put-away, order management, and inventory optimization.
• Utilize operating systems such as SAP, AS400, ASI, Vending Portal, Salesforce, and Tableau.
• Communicate with key customer personnel to resolve issues, practice proactive problem solving, and direct customers on where to go for what.
• Promote MSC customer loyalty through solution support and execution of the CARE program (Clean, Arrange, Relationships, Exceed Expectations).
• Identify, record, and track customer cost savings opportunities.
• Use Standard Operating Procedures or customer profiles to manage service and make required changes.
• Maintain 6S standards across all solution equipment and areas.
• Log daily activities in Salesforce (SFDC).
• Ensure appropriate stock levels (min/max) are maintained.
• Receive, unpack, and restock products at all points of use.
• Engage with customer contacts to ensure solution retention and satisfaction.
• Drive product expansion through spot buys and incremental growth opportunities.
• Identify customer opportunities across MSC Business Units and collaborate with account teams.
• Lead repair and maintenance of vending solution equipment to company standards.
• Use routing software to follow planned schedules and document activities.
• Mentor and guide less experienced associates on MSC inventory management solutions, processes, and culture.
• Maintain up-to-date knowledge of all inventory management solutions.
• Maintain high customer satisfaction ratings in line with company standards.
• Accurately track time using MSC-approved time management tools.
• Safely operate and maintain company-assigned vehicle per Fleet Policy.
• Follow all MSC policies and procedures.
• Foster the MSC Culture to ensure fulfillment of MSC’s vision and unity of purpose.
• Participate in special projects and perform additional duties as required.

Requirements

• 2+ years in at least one of the following: Customer Service, Telesales, Outside Sales, Storeroom or Inventory Management, with demonstrated excellence in Customer Engagement within these roles.
• High School Diploma or equivalent required.
• Knowledge of technical customer solutions.
• Proven track record of success and strong performance.
• Excellent verbal and written communication skills.
• Strong problem-solving and critical thinking abilities.
• Proficiency in Microsoft Office and general computer literacy.
• Excellent time management and organizational skills.
• Understanding of MSC solutions, products, and services.

Qualifications

• Preferred: College degree.
• Plus: Relevant military experience.
• Preferred: Proficiency with mobile business applications.
• Plus: Strong technical and mechanical aptitude.

Other Requirements

• A valid driver’s license may be required.
• Position requires 80%+ travel.
• Ability to lift up to 50 lbs. and perform physical tasks (walking, bending, standing for long periods).
• Must adhere to all MSC and customer-specific safety requirements (e.g., hard hats, safety glasses, steel toe shoes).
• Must be able to pass customer-specific requirements, which may include drug testing and criminal background checks.
• This position may require access to ITAR and/or CUI.

Compensation starting at $23.37 – $28.56 per hour depending on candidate location and experience. Actual compensation is based on relevant experience, education requirements, and peer pay equity; the range may be adjusted as market conditions change.