Sr Mgr, GCAN CSC 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, Customer Service Centre (CSC) Operations and Strategic Projects will be responsible for providing leadership and guidance within the Canadian Customer Service Centres. The leader’s role is to analyze problems, develop solutions and support the implementation of those solutions. While creating 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 while ensuring that decisions made improve Grainger’s service, share of wallet and profitability with each customer. 

The Sr. Manager is empowered to make key strategic decisions impacting every aspect of the Customer Service Center.  Moreover, the leader’s role will deliver on customer service goals, P&L performance and build a culture of continuous improvement. 

Job Responsibilities (You Will): 

Senior Manager, Customer Service Centre (CSC) Operations and Strategic Projects 

• Leads or partners on assigned cross border CSC projects as required. 

• Owns the development of deployment strategy and plan that encompasses project communications, training and change management plans and personally assures that appropriate contacts and relationships are developed and maintained. 

• Identifies, analyzes, organizes, and leads operational development opportunities that are scalable throughout the Customer Service organization that enhances the Customer Service Center strategy. 

• Champions CSC strategic initiatives outside of technology with a focus on Grainger Canada, including channel optimization. 

• Quarterbacks consultations with Cross Functional Teams on GCAN CSC asks and requirements. 

• Assuring all programs, projects, and partners are working to deliver on time, in budget, and within scope. 

• Single accountable party for defining, planning, orchestrating and delivering one or more projects, programs or strategic initiatives.  Accountable for one or more initiatives that encompass business and operational deliverables. 

Customer Experience 

• Manages, plans, and directs the overall service-related activities for at least one Customer Service Center group/unit. 

• Develops and monitors the application of operating systems including policies and procedures, operating structure, and information flow. 

• Manages the activities of leaders in a section or department with accountability for goals, objectives, and operational policies. 

• Ensures the volume of work produced meets productivity, service and exceeds quality standards.  

• Participates in the development of functional strategy. 

• Has overall accountability for hiring, termination, performance and salary decisions for assigned CSC unit. 

• Partners with other Sr. Operations Managers to ensure consistency, exceptional service and operational excellence. 

• Makes key decisions impacting every aspect of their Customer Service Centre group(s), which includes activities that drive superior service, sales growth, strong customer relationships and internal partnerships, employee development, and expense/budget management. 

• Develops staffing recommendations and partners with Workforce Management, and leads recruitment, training and onboarding plans for the team. 

• Partners with US counterparts to ensure consistency across all Customer Service entre locations 

• Maintains cross-functional awareness of Customer Service Support team activities including CI, QA and L&D 

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 (Power point, excel, outlook, visio) 

• Ability to plan, organize and delegate work 

• Ability to influence team members to achieve individual and team objectives 

• Knowledge of Contact Center operating processes and Grainger end-to-end service delivery chain 

• Intellectual curiosity 

• Demonstrated leadership skills and problem solving capabilities 

• Ability to operate in a complex, rapidly changing environment 

• Ability to balance and prioritize work on multiple projects 

• Strong interpersonal skills, ability to interact effectively with field employees and senior leaders of Grainger 

• Ability to lead cross-functional teams based on influence instead of positional authority. Proven track record of execution and driving results 

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.