Job Description
Job Description
Job Summary
Reporting to the VP-Sales, the MSO Representative is a vital connection between the company and its account base, focusing on relationship building and customer advocacy with Empire’s largest MSO clients. The goal of this role is to ensure that Empire’s account strategy is effectively implemented at the field level and the client’s expectations are properly met.
Supervisory Responsibilities
None
Duties/Responsibilities
1. Primary Point of Contact
• Serve as the named representative for assigned MSO accounts, responsible for all communication related to service, support, and performance.
• Act as a trusted partner, ensuring customer needs are met with urgency, professionalism, and care.
• Build strong working relationships with customer personnel at both the regional and shop level.
2. Program Implementation & Management
• Support the onboarding and rollout of customer-specific programs, ensuring successful adoption and compliance at all client locations.
• Coordinate with internal departments (sales, ops, IT, billing) to ensure program commitments are delivered as promised.
• Monitor implementation milestones and resolve any launch-related issues.
3. Customer Reporting
• Generate and distribute recurring and ad hoc reports on key metrics, including order performance, delivery KPIs, issue trends, and compliance.
• Analyze data to identify opportunities for improvement and communicate these insights to customers.
• Customize reporting formats to match client expectations and operational preferences.
4. Issue Resolution & Escalation
• Own the process of triaging and resolving customer issues, coordinating with internal teams when necessary.
• Track issues to closure and follow up with customers to confirm satisfaction.
• Maintain a log of customer concerns, escalations, and outcomes to help prevent recurring problems.
• Respond to all Voice of Customer Surveys to ensure that all issues raised are addressed appropriately.
• Identify MSO locations with high return rates and work with client management and shop staff to address appropriately.
5. Account-Level Support & Strategic Partnership
• Stay informed on each customer’s business, performance targets, and evolving needs.
• Support Quarterly Business Reviews (QBRs), strategic check-ins, and other customer engagement initiatives.
• Ensure Empire is consistently perceived as a value-adding partner to our largest clients.
Required Skills/Abilities
• High school diploma or equivalent.
• Excellent account management skills
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Good collaboration, reporting and documentation skills
• Ability to function well in a high-paced environment.
• Strong analytical and problem-solving skills.
• Ability to work independently.
• Ability to work with CRM systems
• Multilingual skills desired.
• Knowledge of and interest in automobiles, including parts and functionality, is desired.
Personal/Professional Attributes
• Self-motivated.
• Confidence.
• Strong work ethic.
• Commitment.
• Proactive mindset.
Commitment to Diversity
Empire Auto Parts is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.