Contact Centre Associate

MSC Industrial Supply Co
Wednesbury, West Midlands
£18,256 per annum
13 Jun 2019
30 Jun 2019
Contract Type
Full Time
Are you looking to work for a company that drives Ambition, stands by their Values and invests in their People? MSC truly puts the customer at the heart of everything we do, providing exceptional service through exceptional people. We empower our associates to push the boundaries, so we can be the best Industrial Distributor in the world! Our contact centre is often the first experience our customer has with MSC, we pride ourselves on being easy to do business with.

Do you have a passion for great service? Are you enthusiastic and motivated and enjoy working in a busy energetic environment? Do you have a great telephone manner and enjoy talking to people? If so, then we would love to hear from you!

About Us:

MSC is a leader in the supply of Metalworking and Maintenance, Repair and Operations products and services. We are continuing to achieve significant growth in the Engineering industry through the distribution of our extensive 130,000 product range.

We have been voted one of the top 75 companies to work for in the West Midlands, and are Investors In People and Institute of Customer Service Accredited. Your career is important to us, we invest in the growth and development of our people.

Shift patterns (of which you must be able to work all)

Mon - Fri

8 - 4:30

8:30 - 5

9 - 5:30

9:30 - 6

Occasional Saturday 8 -12:00, only once every 8 - 10 weeks.

Your Contact Centre Associate role:
  • Handling high volumes of inbound calls and emails from new and existing customers; placing orders or quotations, in accordance with MSC culture and customer service standards. Demonstrate excellent listening and organisation skills
  • Pro-actively offer solutions, ensuring customer satisfaction, account retention and revenue generation, acting with a sense of urgency
  • Promote the MSC Value Proposition and ensure the customer's experience is enhanced with every call utilising strong interpersonal skills
  • Successfully complete Product Searches navigating through the AS400 system and Catalogue and correctly utilising supporting departments
  • Achieve targets in line with the companies forecast for the year displaying a focus on success and a teamwork ethic. Achieve the individual daily and monthly goals as follows:
    • Successfully attain Accuracy Rate within the corporate goal
    • Attend, understand and successfully pass all training including basic product awareness and department specific training, displaying an aptitude to learn
    • Successfully deliver a customer-centric experience as measured through quality monitoring
    • Achieve productivity goals in line with department expectation
  • Any other duties in line with business and departmental needs

Our ideal Contact Centre Associate:
  • You will be customer-centric
  • Able to handle and overcome objections
  • Able to easily build a rapport with customers
  • Have a professional phone manner/etiquette
  • Attention to detail and accurate data inputting skills
  • Business computer systems and processes

Benefits play an important role in your choice of an employer, which is why MSC offers a generous package, including (amongst others):
  • 25 Days holiday entitlement plus Bank Holidays
  • Company Pension Scheme matched up to 10% of annual salary
  • Private Medical Insurance
  • Life Insurance - 6x Annual Salary
  • Associate incentives and discounts
  • Free on-site parking
  • Cycle to work scheme
  • Discounted health cash plan

To not miss out on the opportunity to become our next Contact Centre Associate, click the apply button below to register your interest. We look forward to meeting you!

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