MSC Industrial Supply Co. • Davidson, NC 28035
Job #2691325488
Built to Make You Better.
Serving customer and community starts with the very best people doing their very best work. That is precisely what we have here at MSC. If you are inspired to learn, expand your circle, take risks, and succeed as a team, you can build a better career at MSC.
Requisition ID :15854
Associate Referral Bonus Amount : 1,000.00
Employment Type :Full Time
Grade : Exempt 14
Job Category :Finance
Work Location :Davidson, NC (CSC)
State or Province :North Carolina (US-NC)
The Commercial Program Onboarding Specialist Level II for MSC's Commercial Team will be responsible for the overall system onboarding project plan for MSC's commercial programs. This includes end to end support pre-RFP through execution and implementation of large opportunities of $10mil and up. Ensuring compliance and standards of process, policies, and system abilities are communicated to the Sales Team during the pre-implementation phase. This role will evaluate requirements and needs, develop an implementation plan that meets those requirements, and then execute on business terms implementation and support of new/renewal programs. Provide support throughout other phases of solution implementation requirements for alignment, planning and a successful execution of the commitments made to the customer. The position will also administer the roll out of a customer program to the Sales Team and the Account Specialist to ensure high quality post implementation support is achieved.
Provides customer support to the MSC Sales Team leveraging system functionality and working with cross-functional SME's to aid in obtaining new Customer deals
Collaborate with Account Managers in preparing/implementing account requirement and processes to win new business based on customer objectives
Determines how to quickly meet customers' needs while efficiently communicating the status of all projects within the pipeline
Lead and support the Operational set up of diversity business channel
Provides information by collecting, analyzing, and summarizing data; responding to requests
Partners with National Account Managers to align on both customer and MSC expectations.
Prioritizes and manages multiple responsibilities efficiently and meet deadlines
Manages all launch and implementation tasks to ensure a strong start and overall successful program
Works with Account Managers to identify and resolve specific assigned customer(s) challenges.
Develops new ideas, through brainstorming, to drive long-term sales productivity
Maintains a high level of customer service for both internal and external customers
Ensures that all processes and procedures are completed, service level agreements (SLAs) and quality standards are met
Leads customer onboarding projects and use those learnings to improve our processes and the service we deliver to MSC customers
Participates in customer meetings prior to contract close to understand critical dates and objectives
Works closely with the customer, sales and account management to understand customer requirements and manage expectations
Delivers regular reporting regarding onboarding metrics across all business segments
Reviews all MSC agreements to identify and execute on all onboarding requirements
Builds and executes on a comprehensive system onboarding project plan, including deliverables, issues/action trackers, communication plan, and go live criteria in support of customer satisfaction and time to revenue goals
Assists Sales Team in the discovery phase of the account prospecting process, by analyzing account customer requirements, communicating internal process standards, and develops exception processes for customized requirements, to execute the onboarding of a new program
Implements all contractual business terms for commercial programs into the MSC system and creates all necessary documentation to formally communicate the new customer program
Works with sales team and cross functional teams to ensure that customized program requirements are communicated accordingly, to determine necessary support needs
Under Managements guidance, manages the flow/timeline of onboarding projects to the established deadlines and escalate when necessary
Leads the handoff process for a newly implemented program to the Commercial Account Specialist Team. This includes managing and communicating the execution tasks of an implementation to ensure that consistent, high quality post implementation support is achieved
Communicates the implementation statuses of new Commercial Customer Account programs to upper management, to provide visibility to hitting budgeted goals
Documents and communicates solutions to better support and standardize the Commercial Customer Program Onboarding process
Understands and communicates all potential compliance concerns that would increase MSC's risk to meet contractual obligations
Maintains Standard Operating Process Documents (SOPS) on all processes performed during implementation
Drives the MSC Culture in the department and throughout the company to ensure unity of purpose and fulfillment of MSC's Mission
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.
Bachelor's degree or the equivalent experience is required
Minimum of five (5) years related experience in sales/customer service project management is required
Experience in building and maintaining strong relationships with customers required
Advanced analytical skills required
Strong communication and follow up/follow through skills required
Strong attention to detail required
Excellent communication, organizational and planning skills required
Excellent written and presentation skills required
Advanced problem-solving ability required
Expert knowledge of Microsoft Office applications, required
Experienced user of AS400, SAP, SFA, Access and Presentation Software, preferred
A valid driver's license and the ability to travel up to 10% of the time may be required.
This position may require access to International Traffic in Arms Regulations Information ("ITAR") and/or Controlled Unclassified Information ("CUI").
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