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McMaster-Carr · 1 month ago

Leadership, Strategy, and Operations - Customer Service, Fulfillment, & Automation

Atlanta Metro

Full-time

Onsite

Mid, Senior Level

$175K/yr - $390K/yr

McMaster-Carr is a leading e-commerce company that has been trusted by industrial customers for over 120 years. The role involves high-impact work within the Customer Service and Fulfillment leadership team, focusing on improving operations, driving automation, and enhancing customer service through innovative solutions like large language models and cross-functional collaboration.

Customer ServiceLogisticsManufacturingPublishingSupply Chain Management

Comp. & Benefits

No H1B

Responsibilities

Apply LLMs to transform how we work. Use large language models to improve how we serve customers—from automating routine tasks to increasing the precision and coverage of our customer support systems. You might enhance our ability to auto-complete more customer service requests, develop a new chatbot that handles more complex inquiries, or use AI to uncover patterns in customer credits and feedback—like identifying trends in damaged shipments—so we can solve root causes faster

Remove ordering friction. Identify and eliminate barriers in the order-to-payment process so customers can place and receive orders seamlessly. Your work will improve reliability, reduce manual exceptions, and make it easier for customers to do business with us

Drive automation in distribution. Help design and implement automation in our distribution operations to scale efficiently, improve accuracy, and deliver even faster service. You’ll help build the systems that keep our operations sharp as we grow

Lead cross-functional teams. Work across tech, service, and distribution teams to bring solutions to life. You’ll define problems clearly, align stakeholders, and ensure ideas turn into sustained improvements

Spot and solve operational pain points. Identify recurring issues in how we serve customers—from credit adjustments to delays—and lead efforts to fix them at the root. Your work will improve both the customer experience and operational efficiency