Kim Shacklett is Senior Vice President, Customer Experience for MSC Industrial Supply Co. In this role, she is responsible for driving MSC’s customer experience strategy and ensuring every interaction is seamless, positive and memorable. She previously oversaw for the company’s U.S., Canada & Class C Solutions Group (CCSG) sales teams which included field, telesales and inside operational centers of excellence (Customer Care Operations, Commercial Operations and CCSG Operations).
Kim has over 34 years of metalworking experience and joined MSC in 2006 with the acquisition of J&L Industrial Supply, where she helped lead the acquisition integration. Throughout her tenure at MSC, she led the company’s industry-leading metalworking business with annual revenue in excess of $1 billion, grew a best-in-class Telesales organization and implemented a successful contact management strategy that leveraged various advanced technologies. She has also played a leadership role in driving MSC’s vending strategy and program and applying technology to help customers better manage their inventories through smart inventory management solutions.
Kim earned a bachelor’s degree in business from Central Michigan University.