MSO Representative
Company: Empire Auto Parts, LLC
Location: Odenton
Posted on: February 19, 2026
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Job Description:
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.
Keywords: Empire Auto Parts, LLC, Alexandria , MSO Representative, IT / Software / Systems , Odenton, Virginia
