Location: Davidson,NC, USA
Build a better career with MSC.
Serving customer and community starts with the very best people doing their very best work. That is precisely what we have at MSC Industrial Supply Co., a leading North American distributor of metalworking and maintenance, repair, and operations (MRO) products and services. Watch HERE ( to find out why you should work at MSC and join us as we continue to build a diverse and inclusive workplace.
Requisition ID :16252
Employment Type :Full Time
Job Category :Commercial Ops & Excellence
Work Location :Davidson, NC (CSC)
State or Province :North Carolina (US-NC)
This is an on-site role baes out our our Davidson, NC corporate location.
BRIEF POSITION SUMMARY: The Commercial Program Onboarding Specialist for MSC's Commercial Team will be responsible for the overall system onboarding project plan for MSC's commercial programs. This includes 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.
DUTIES and RESPONSIBILITIES:
+ Determines how to quickly meet customers' needs while efficiently communicating the status of all projects within the pipeline
+ Prioritizes and manages multiple responsibilities efficiently and meet deadlines
+ Manages all launch and implementation tasks to ensure a strong start and overall successful program
+ 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.
EDUCATION and EXPERIENCE:
+ Bachelor's degree or the equivalent experience is required
+ Minimum of three (3) years related experience in sales/customer service project management is required
+ Experience in building and maintaining strong relationships with customers required
SKILLS:
+ Excellent 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
+ Excellent problem-solving ability required
+ Strong knowledge of Microsoft Office applications, required
+ Experienced user of AS400, SAP, SFA, Access and Presentation Software, preferred
OTHER REQUIREMENTS:
+ 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 ).
Compensation starting at $50,260 - $78,980 depending on experience.
The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate's relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.
Why MSC? People. Collaboration. Insight. That's how you build something that works. Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 75+ years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions. We care about our associates and have programs in place to help our 6,500+ team members achieve their potential.
When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, Associate Inclusion Circles: Women, Pride, Black, Veterans, HOLA and DisABLEd as well as a variety of benefits to support you and your family's health, well-being, and financial future. If you are inspired to learn, take risks, and succeed as a team, you can build a better career at MSC.
Equal Opportunity Statement: At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation, gender identity/expression or any category protected by applicable law. By applying to this job you agree to the Application and Acknowledgment Declaration terms. Click HERE ( to review.