Grainger is a broad line, business-to-business distributor of maintenance, repair and operating (MRO) supplies and other related products and services. More than 3.2 million businesses and institutions worldwide rely on Grainger for products such as safety gloves, ladders, motors and janitorial supplies, along with services like inventory management and technical support. These customers represent a broad collection of industries including commercial, government, healthcare and manufacturing. They place orders online, on mobile devices, through sales representatives, over the phone and at local branches. Approximately 5,000 suppliers provide Grainger with more than 1.6 million products stocked in Grainger’s distribution centers and branches worldwide.
This role typically is located in Janesville WI, but due to COVID-19 will be fully virtual until further notice. Once Janesville, WI has a return to work plan, the team member will be required to be on-site.
New employees will complete 3.5 days of on-site training prior to being eligible to work from home, due to the pandemic. Grainger is committed to the safety of all its employees and has instituted enhanced cleaning protocols at all facilities, including your training center, as determined by local and national government and health authorities. You can expect social distancing, temperature checks, and other procedures designed for your safety during your training. After training, team members will be eligible to work from home until local restrictions are lifted and infection rates decline. Given the current state of the pandemic, we do not anticipate employees will return to a facility until end of March of 2021.
Provides superior service by delivering products and services to meet or exceed customer expectations. Satisfies needs of our customers, as defined by the Grainger Value Proposition through the Performance Drivers, through a variety of service channels
Builds strong customer relationships, loyalty, and retention by delivering WOW Customer Service through various Grainger channels
Assists customers by providing the best solution; efficiently utilizing all available resources and tools for account selection, product identification, order placement, order management, and pricing and invoice discrepancies
Resolves pricing situations encountered during customer interactions using current sales policies
Applies credit and return procedures to meet customer expectations while minimizing financial risk for the organization
Collaborates with other internal / external resources when the need arises to meet customer needs and capitalize on opportunities
Actively participates in Company initiatives and supports a culture of continuous improvement by identifying and suggesting process improvements
Works effectively with others in a team based environment to accomplish organizational goals and to identify and resolve problems
Has daily impact on customer relationships by providing superior customer service and operational excellence
Assists customers in their product selection by sharing vital information from customers with the organization
Represents the “Voice of the Customer” to the Company
Assist customers with order placement, through all channels, and recommend accessories to increase sales and customer awareness of product and service capabilities as defined by the Grainger’s Value Proposition
Retains an ongoing awareness and understanding of active promotions
Executes on all company initiatives set forth by organization, i.e… email capture rate, leads, adherence/accessibility to further grow sales
Supports the order placement process through sourcing and executing quotes, check availability, lead times, order entry, order mgt, back orders, and reporting activities
Systems / Product Knowledge
Utilizes the proper internal channels, such as sourcing, third party, specialty brand, KeepStock, SOE, etc. to provide a complete solution for the customer
Uses the computer system to provide information on pricing, availability, and alternate product selection, technical product support, and G.com support to navigate the customer to the best solution
Cross references existing products with Grainger product lines
This job requires you to sit at a desk 4 to 12 hours a day, taking incoming calls and or managing off phone work.
Significant daily interaction with customers, other internal team members and members of the sales staff
Work is performed in an office environment with a moderate noise level and regular distractions
Regular use of computer, keyboard and mouse
Ability to work all shifts as well as weekends as needed
High School diploma or equivalent
At least 1 year of external Customer Service Experience
Able to operate PC based programs.
Must feel comfortable working in a dynamic, team-based environment where priorities are continually changing.
Able to follow verbal and written instructions with supervision within specified time frames
Has an understanding of our primary product offerings and service capabilities.
Able to identify problems and offer alternative solutions and/or course of action on available resources
Demonstrates consistent, dependable, on-time performance
Demonstrates a commitment to providing superior customer service
Conveys information clearly and concisely
Professional in appearance, attitude and action
Grainger is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.