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:
As the Supervisor, Customer Experience you would oversee the daily operations of a team of up to 18 Customer Experience Team Members that support internal and external customers wanting to place an order or have questions regarding their account. You are necessary in ensuring Grainger customer service teams are delivering their best efforts. This is done by providing direct coaching to Team Members. You will manage engagement from the entire team and assist the team in overcoming obstacles. You will report to the Sr Manager, Customer Experience. This is a hybrid role with two days per week required on-site in Janesville, WI.
You Will:
- Provide guidance, plan, direct, evaluate workflow and assign tasks and goals. Coordinate work activities to achieve the volume expected to meet operational requirements.
- Identify and recommend operational improvements.
- Spend at least 50% of time directly working with team to guide development and performance.
- Provide frequent, direct coaching to team members including daily huddles and weekly 1-on-1 coaching.
- Review performance metrics, diagnose causes of underperformance and develop improvement plans.
- Participate in the selection, hiring, and onboarding of new hires.
- Promote employee engagement through direct interaction and support. Celebrate team and individual success.
You Have:
- High school diploma or equivalent; a bachelor's degree is preferred.
- At least 2 years supervisory experience, call center supervisory experience is preferred.
- 3+ years of customer service experience is preferred.
- Experience managing team members to achieve personal and team goals.
- Experience using Salesforce, SAP, CRM, Veriant, and other latest technologies.
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
- Generous 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.