Sales and Service Rep, Lead (Fly in/ Fly Out, 14 on/ 14 off)

Work Location Type: Onsite 

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.

Primary Function:

Under the general direction of the Branch Manager or Supervisor, the Lead, Sales & Service Rep has direct impact on customer retention and financial results of the onsite business.  

Responsible for the execution of superior customer service, operational excellence and the continuous improvement of branch processes and productivity. The role directly influences the work environment through positive team member relations and promotes an environment where team members are empowered, engaged and committed to the success of the company.

Work Location & Schedule:

This is a fly-in/fly-out (FIFO) position supporting our oil and gas client on site. The successful candidate will work a 14 days on / 14 days off schedule, with camp accommodations provided during the work rotation.

• This role is primarily day shift only (6:00 AM – 6:00 PM). However, as a leader, you will be expected to occasionally flex your schedule to spend a few hours on night shift (6:00 PM – 6:00 AM). 
• All travel to and from the site is arranged and covered by the company.
• While on site, you will reside in a fully serviced camp environment.
  
  

Principle Duties and Responsibilities: 

• Supports branch leadership in a facility with multiple members along the Branch Manager & Supervisor.
• Provides peer-to-peer coaching to support the continued development of skills and confidence of team members to effectively perform branch operations. Delegates and assigns duties based on workload variance.
  
  
  1. Support the leadership team in conducting incident reviews in the event of a safety incident completing Grainger internal requirements as well as partnering with the appropriate customer stakeholders to complete any required investigations and provide documentation.
  2. Report absence calls to leadership team informing of team member absences and working to obtain coverage for absent team members including contacting TMs directly.
  3. Holding the Onsite Leader cell phone and answering all calls from team members and customers
  4. Accommodating location closure requests (Customer request)
  5. Manage afterhours requests on night shift.
  6. Participate in scheduled customer calls.
  7. Sign off on Team Member FLHA
     
• Complete Behavior Based Safety Observations for team members.
• Participate in all H&S initiatives including walk throughs of all locations and conduction Field Level Hazard Assessment
• Transporting of inventory/tools across the customer facility
• Support Tool Management initiatives including the creation of quotes, orders, e-mails with the onsite customer, processing orders, sending tools for repair/re-cert, following up with status of repairs, coordinating return of tools to site and home locations.
• Sign off on BBX requirements in crib/store locations, when needed
• Obtain Fit Test certification to allow for conducting fit testing requirements (where applicable)
• Partner with the Inventory team to complete stock alignments, one-time orders, and MI’s
• Conduct “Toolbox Talks”
• Support the management of a customer specific inbox.
• Respond to and work directly with customer stakeholders as required.
• Support in Vending/VMI implementations, maintenance and replenishment, when needed
• Assist with vendor visits and onsite training
• Provides exceptional customer service, leads by example, and utilizes sound judgement & best practices to resolve customer concerns.
• Support the onsite team with daily tasks such as customer quotes, processing of orders, returns, receiving and put away of stock, serialization of tools, staging tools for repair/recert, sourcing orders, vendor/customer/internal follow ups, as well as other company initiatives & projects.
• Fosters open communication between all internal business partners including inventory, sourcing, product management, National Accounts, and other Onsite teams.
• Facilitates team member on-boarding and on-going training.
• Maintain a well-rounded knowledge of products sold including the completion of the required training programs.
• Assists in driving the achievement of key operational metrics in the areas of customer satisfaction, sales, safety, and operational improvements.
• Suggests and implements changes to enhance defined processes and improve sales and service.
• Ensure team compliance with all regulatory issues and company policies.
  

Preferred Education and Experience: 

• Highschool Diploma or equivalent preferred.
• 1-3 years of customer service and sales experience in a related field preferred. Previous leadership experience would be a definite asset.
• Passion for customer service, sales, and people development with an ability to energize others and work within high performing teams.
• Ability to adapt to shifting demands and competing priorities.
• Ability to understand and articulate the vision of Grainger to all team members.
• Proficient computer skills and aptitude in the use of computers and software applications.
• Ability to safely learn and operate powered industrial equipment.
• Possession of a valid driver’s license and ability to operate a Grainger Truck safely on a customer site is required.

This role may require you to attend customers’ sites and adhere to safety requirements in accordance with applicable health and safety legislation, as it relates to wearing personal protective equipment (PPE) on certain customer sites. This may include: a hard hat; steel-toed safety boots, clean shaven or trimmed moustache/beard in order to wear a close-fitted N95 mask or other required PPE. Details of these requirements will be provided during the recruitment process. 

Some customers may have alcohol and drug screening policies for on-site contractors and vendors. You may be required to submit to such customer screening procedures as and when requested as a condition of being permitted on such sites.

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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.

We are proud to be 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. Should you need a reasonable accommodation during the application and selection process, please advise us so we can provide appropriate assistance.

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.