Customer Service Representative (Services)

Job Responsibility: 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.

Position Summary: Support growth of the service department business by driving profitable sales growth and customer service through understanding customer needs and providing solutions for their businesses. Job Responsibilities (You Will): The duties and responsibilities of this position include but are not limited to:

• Interacts, responds and follows up with customers daily in a courteous and efficient manner.
• Ensures compliance with corporate policies.
• Reviews and tracks the KPIs for the Services team.
• Tracks and manages projects, deadlines and status reports as required by the Director.
• Tracks parts inventory of the Services shops.
• Invoices repairs, rentals and third-party services.
• Creates the quotes for our mobile, in house and third-party opportunities.
• Tracks all repair notifications, in house and third-party.
• Answers incoming calls to Services.
• Works with technicians to process all our rental equipment.
• Contributes proactively to improvements in branch profitability and product Gross Margin.
• Maintains a well-rounded knowledge of current Services offering.
• Promotes Company products and services to customers and provide substitutions where required.
• Adheres to the 5S program and take an active role in the branch's cleanliness and maintenance.
• Maintain knowledge and ensure compliance of safety policies and procedures of Occupational Health & Safety Act, WHMIS, Transportation of Dangerous Goods Act, and all related governing legislation.
• Provide leadership and ensure continued exceptional customer service by the branch team, when required.
• Support Branch Manager by assisting with everyday operational/administrative functions, when required.
• Other branch support related duties including but not limited to supporting the warehouse functions as required.

Education/Experience (You Have):

• A minimum of 1 to 2 years previous customer service experience is required
• Demonstrates a strong work ethic and personal commitment to get the job done
• Demonstrated focus on “wowing” the customer with exceptional service
• Team-player and an ability to work independently
• Knowledge of industrial and/or safety products is preferred
• Superior interpersonal, problem solving and customer service skills to effectively build relationships
• Strong communication skills, ability to convey message in an organized, clear and effective manner
• A self starter, taking action to achieve goals beyond what is required
• Strong time management and organizational skills, with proven ability to adhere to tight deadlines
• Proficient computer skills and aptitude
• Knowledge of dangerous goods and WHMIS regulations is required
• Completion of High School Diploma/Post Secondary education or equivalent work experience

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. 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. 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.