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. With 2023 sales of $16.5 billion, 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 2024 Glassdoor Best Place to Work and 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 Details:
This role is a member of the Customer Service Center Planning and Support team. You will be responsible for Operational Excellence across North America. This includes projects, focusing on operational support, execution of deployments, projects, adoption, and stabilization. Ensure efficient delivery of service supported across the organization. You will report to the Senior Manager, Operational Excellence.
You will report to a Senior Manager, Operational Excellence. This is a hybrid role located in Lake Forest, IL with 2-3 days in office per week.
You Will:
- Manage Issue/Resolution of day-to-day operational support through huddles, interaction monitoring and gathering feedback. Partner with operations leaders to resolve issues and identify trends. Partner with Operations and Support to execute changes.
- Execute Deployments: Develop deployment content. In partnership with support teams as necessary. Lead/Facilitate major change from deployment through execution, adoption, and stabilization.
- Resolve operational concerns that impact service or efficiency misalignments using trends to understand customer and business impacts.
- Be a change leader by challenging existing approaches and performance.
- Focus on CSC performance that strives to eliminate waste, improve performance to plan, reduce cost to serve and to improve efficiency by supporting change.
- Partner with the business to deploy enterprise-wide change. Engage with business partners to problem solve these opportunities/gaps.
You Have:
- Bachelor's Degree Operations, Supply Chain and/or Project Management focus preferred
- 3+ years' experience in customer service center environment
- 3 years of managing large initiatives and project management experience.
- Deep and broad understanding of customer-facing end to end processes.
- Experience using Excel, Access, and Teradata.
- Experience building relationships within the team including senior members of the business
- Self-initiative and determination
- Demonstrated experience using disciplined and data-driven approach that identifies the root causes of various issues and designs solutions to resolve them
- Proven track record in taking on end-to-end ownership
Rewards and Benefits:
With benefits starting day one, Grainger is committed to your safety, health and wellbeing. Our programs provide choice and flexibility to meet our team members' individual needs. Check out some of the rewards available to you at Grainger
- Medical, dental, vision, and life insurance plans
- Paid time off (PTO) and 6 company holidays per year
- Automatic 6% 401(k) company contribution each pay period
- Employee discounts, parental leave, 3:1 match on donations and tuition reimbursement
- A comprehensive set of emotional, financial, physical and social wellbeing programs
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
We are committed to fostering an inclusive, accessible environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one's employment. With this in mind, should you need a reasonable accommodation during the application and selection process, please advise us so that we can provide appropriate assistance.