Work Location Type: Hybrid
As a leading industrial distributor with operations primarily in North America, Japan and the United Kingdom, We Keep The World Working® by serving more than 4.5 million customers worldwide with products delivered through innovative technology and deep customer relationships. We're dedicated to providing value for customers, fostering an engaging culture for team members and driving strong financial results.
Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe. As a Great Place to Work-Certified™ company, we're looking for passionate people to join our team as we continue leading the industry over our next 100 years.
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Position Summary:
As a Customer Service Representative, you'll provide exceptional customer service by phone and email in an inbound call center office environment and will report to a Customer Service Center Supervisor. Our team members are expected to be active participants in a workplace that promotes accountability, coaching, and teamwork to achieve the goals of our business, team members, and customers with high efficiency.
You'll enjoy flexible 8-hour shift options scheduled between 6:00AM to 6:00PM EST Monday to Friday. After completing our 12-week on-site training program, you will work in a hybrid work environment with three days in the office and two days at home.
To learn more about what it's like working as a Customer Service Representative at Grainger, please watch the following video.
Job Responsibilities (You Will):
- Deliver a positive customer experience through order entry, order follow-up, shipment tracking, updating orders, account corrections, credits, returns, and more
- Listen to customer needs, ask exploratory questions, and interpret customer requirements to provide solutions
- Combine service, sales, and technical system skills with product knowledge, to uncover customer needs and provide solutions
- Seize opportunities to promote the benefits of doing business with Grainger and provide solutions with product alternatives and services
- Identify leads for further selling opportunities to improve sales growth
- Analyze information to resolve inquiries and complex problems
- Respond to customer calls and inquiries (i.e., pricing, products and billing, received through the phone or by email)
- Communicate with customers and business partners to inform them of the status of their request through to completion
Education/Experience (You Have):
Excellent communication skills in English and French is a must and required as this role supports and interacts with customers from all Canadian provinces.
- High school diploma or equivalent
- 1+ years of demonstrated success in a customer service role with a preference within a contact center environment
- Proficient and accurate typing, data entry
- Advanced system knowledge and comfortable navigating systems (Microsoft Office Suite and background in enterprise systems i.e.: SAP, Oracle, Salesforce.com, SharePoint, etc.).
Pre-employment background checks are required for all external candidates. Internal candidates undergo a background check when they move from a non-driving role to a driving role or to a director+ position.
Rewards and Benefits:
Our programs provide choice and flexibility to meet your individual needs. Check out some of the benefits available to you with Grainger (may vary based on hours worked):
- Medical, dental, vision and prescription drug coverage
- Paid time off (PTO) and up to 12 company holidays per year (dependent on home province)
- Life insurance coverage, including spousal and dependent life insurance
- Employee Family Assistance Program to help team members with physical, emotional, mental, financial and other concerns
- Registered Retirement Savings Plan & Defined Contribution Pension Plan to help you save for your financial future
- Educational & Professional Membership Fee Assistance program
- Employee discounts, team member perks and more!
DEI Statement:
We encourage you to apply even if your experience doesn't perfectly match this job post as you may still be the right candidate for this role or others. We aspire to create a culture where everyone is comfortable being who they are, can learn and grow to realize their full potential, and is recognized and rewarded for their impact.
Grainger is an Equal Opportunity Workplace. All qualified applicants are considered for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, age, or disability. Accommodations are available on request.
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