Bilingual Senior Manager, Customer Service Centre Operations

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:

The Senior Manager of Customer Service Centre Operations will be responsible for providing leadership and guidance for the Customer Service Centre (CSC) leaders and their teams. The leader’s role is to create an environment that is conducive to achieving operational measurements with a focus on providing exceptional customer service. This role will work closely with business partners to support the company strategic initiatives. The Sr. Manager is empowered to make key strategic decisions impacting every aspect of the CSC.  Moreover, the leader’s role will deliver customer service goals, P&L performance and to build a culture of continuous improvement. The Sr Manager will also be responsible for driving internal expertise within the CSC in identifying the optimal solutions for our customers, while ensuring we make decisions that improve Grainger Canada's service and share of wallet and profitability with each customer. This position will have ownership for the strategic and tactical decisions to realize this vision.

Job Responsibilities (You Will):

• Manages, plans, and directs the overall activities.
• Develops and monitors the application of operating systems including policies and procedures, operating structure, and information flow.
• Ensures the volume of work produced meets productivity, service and exceeds quality standards.
• Manages the activities of leaders in a section or department with accountability for goals, objectives, and operational policies.
• Participate in the development of functional strategy.
• Has overall accountability for hiring, termination, performance and salary decisions.
• Identifies, analyzes, organizes, and leads operational development opportunities that are scalable throughout the Customer Service organization that enhances the CSC strategy.
• Partner with Operations Manager to ensure exceptional service and operational excellence of the regional contact center and remote workforce to make Grainger our Customers’ First Choice.
• Provides direct leadership to 4-5 Leaders and indirect leadership to 200+ team members, in non-exempt positions to communicate strategy, direction and vision to align and achieve organizational objectives through efficient use of resources and talent.
• Makes key decisions impacting every aspect of the Regional/National CSC, which includes activities that drive superior service, sales growth, strong customer relationships and internal partnerships, employee development, and expense/budget management.
• Participates in organizational involvement:
• Develops staffing recommendations and partners with Workforce Planning and Operations, recruitment, training and onboarding plan for the team
• Own processes/ projects as applicable
• Partners with US counterpart to ensure consistency across all CSC locations
• Works directly with Channel Planning & Implementation to partner and communicate business updates

• Go to market strategy           
• Standard work instructions, KPI, training, quality monitoring

Education/Experience (You Have):

• BA/BS or equivalent preferred
• Minimum 3 to 5 years of customer service experience
• Minimum 3 to 5 years leading a team
• Proven process improvement experience (analytics, problem-solving and decision making skills) in order to drive results
• Demonstrate excellent communication and organizational skills, employee development skills and team building
• Passion for customer service, sales and team member development with an ability to energize and motivate others
• Demonstrated flexibility to adapt to shifting demands and competing priorities
• Ability to train and coach team members on processes, procedures, compliance and product knowledge
• Strong competency in the use of technology and software applications including SAP, CRM, call centre and other emerging technologies
• Strong knowledge & competency of Microsoft Office Suite (PowerPoint, Excel, Outlook, Visio)
• Ability to plan, organize and delegate work
• Ability to influence team members to achieve individual and team objectives
• Able to communicate in both English and French, due to the nature of the position and the interactions with customers and team members alike.

• Ability to work extended hours including weekends as required Some travel may be required.
• Extended management by providing floor support, participating and presenting in new hire training

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.