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Requisition ID :13382

Employment Type :Full Time

Job Category :Inventory Management

Work Location :Southfield, MI

State or Province :Michigan (US-MI)

Potential Work Location :United States : Michigan : Southfield

Job Code: Exempt 9

BRIEF POSITION SUMMARY:

The Lead Solutions Service Center Representative is responsible for supporting all onboarding and team escalations. The Lead Rep will be required to possess the skill and knowledge to resolve complex customer issues involving but not limited to AS400, and Web Portal platforms. Responsible for analyzing and resolving and determining root cause of escalations, initiate, organize, and conduct meetings to address customer concerns. Develop training programs and curriculum, provide support and mentoring for new and current associates. Works closely with SSC Supervisors to conduct associate audits, identifying training gaps or opportunities. Maintain Team Lead, Teams Space and Training Log databases/spreadsheets.

DUTIES and RESPONSIBILITIES:

• Acts as a central point of contact for Solutions Service Center Associate questions and supports the team to achieve department service level (SLA) goals
• Resolve complex customer inquiries and/or urgent needs making decisions based on past practice/precedence when resolving complex issues
• Create, maintain training manuals and Standard Operating Procedures (SOP)
• Review, update and maintain a database of all training logs
• Conduct audits of resolved ticket requests to assure compliance of department
• SOP/guidelines/procedures and communicate results to supervisors
• Schedule training/retraining sessions with associates under guidance of supervisors to
• maintain or improve quality standards
• On-board all new associates within specified time frames, prepare on-boarding material
• and training agenda. Create and plan training strategies, initiatives, and materials
• Provide superior customer service in accordance with departmental standards to ensure
• customer satisfaction, account retention, and revenue generation. Communicates
• customer
• concerns to leadership to ensure the most effective and lasting problem resolution
• Provide customer service communication using all technology available to MSC
• Analyze customer inventory usage and work with the field teams to ensure all vending
• products and inventory are managed appropriately as needed
• Ability to support an expansive and/or diverse array of customers and resolution needs
• Organize special projects and performs additional duties by due date as required
• Provide back-up support for emailed requests, phone call and EDI ordering as business
• needs require
• Fosters the MSC Culture in the department and throughout the company to ensure
• fulfillment of MSC’s vision and unity of purpose.
• Excellent verbal and written communications skills and the ability to work a varying
• schedule is required
• Minimum of one-year training facilitation experience required, two years preferred
• Strong industry knowledge preferred
• Previous experience within Solutions Service-related business strongly preferred

SKILLS:

• Possesses mastery skill level of all Solutions Service ticket types and job functions
• Demonstrated advance knowledge of Customer Service skills required
• Problem solving and situational adaptability skills required
• Competent in the core software used for Solutions Service and have a strong knowledge
• of the problem-solving processes that the systems are meant to provide solutions for
• Technical problem-solving ability with a focus on root-cause analysis
• Self-motivated and self-directed and attention to detail
• Computer literacy and proficiency with email, various internet browsers and/or the
• Windows operating system and spreadsheet software
• Strong organization and time-management skills to prioritize with confidence
• High empathy skills and experience in adapting and training to different learning styles
• The ability to multitask in fast-moving environment
• Able to work under little to no direct supervision in office or remote (home) location
• Experience in adapting and training to different learning styles
• Participation in special projects and perform additional duties as required.

EDUCATION and EXPERIENCE:

• High school diploma or the equivalent is required; Associate degree preferred
• Minimum three year’s customer service experience is required
• Minimum of two-year experience or proven proficiency in word processing and
• spreadsheet software required
• Minimum of three-year’s experience as a Solutions Service Center Representative required