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Customer Experience Rep

Company: Grainger (W.W.) Inc.
Location: Tempe
Posted on: June 6, 2021

Job Description:

Company Overview 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.Now hiring Customer Experience Representatives for our Tempe, Arizona team! This exceptional career opportunity offers a starting salary of $17 per hour plus a $1.20 guaranteed increase in the first year, an extensive benefits package beginning day one and an award-winning culture. Training & Work Location This role typically is located on-site in one of our Customer Service Contact Center locations, but due to COVID-19 new employees will be on-site for the first 3.5 days of a 7 week training then will move to work from home. Following training, team members will continue to work from home until further notice. Once the site location has a return to work plan, the team member will be required to be on-site following advanced notice to allow time to make arrangements. 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 health authorities. You can expect social distancing, temperature checks, and other procedures designed for your safety during your training. Position Description 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 channelsCustomer Service 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 CompanySales 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 linesWork Environment 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 neededPosition Requirements: 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 actionEEOC Statement 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.

Keywords: Grainger (W.W.) Inc., Tempe , Customer Experience Rep, Other , Tempe, Arizona

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