Manager, Customer Experience Excellence

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.

Primary Function:

The Customer Experience Excellence (CEE) Manager is responsible for leading several channels of work that collect customer impacting issues and find resolutions to improve the customer experience.  These channels include the Customer Solutions channel, help manage the Service Opportunity platform and assist with reviewing non-standard work requests through the Operational Capabilities Review Board (OCRB) all aimed at improving the overall customer experience.  The role will also be involved in projects that contribute to improving the Order to Cash stages of a customer order and First Pass Yield.    This role will have one direct report who oversees the Service Opportunity platform.
 

Principal Duties & Responsibilities: 

• Implementation of key projects that will deliver significant cost savings and/or improvement in service and customer experience.
• Provides overall leadership of the different PowerApp platforms – Customer Solutions, Service Opportunity, OCRB – acts as front-line contact with the cross functional teams  to resolve related issues, responding to concerns with clear and concise feedback.
• Collaborates with cross functional business partners to determines scope of issues, resource requirements, and track actions leading to resolving the issues. 
• Monitors and documents the progress of resolving customer issues through the different channels and escalating them to the appropriate level of management for resolution.
• Identifies and removes barriers that may impede the successful resolution of customer issues through to completion of a project.
• Manages scope to ensure commitments are achieved by stakeholders and takes the initiative to make propose adjustments and/or recommendations in project/program aspects.
• Ensures that key project/program/initiative deliverables are appropriately managed that support successful project delivery using project management best practices, methods and tools. This may include the following: project charter, project plan, resource plan, risk management/contingency plans as well as a deployment plan that factors adoption to change.
• Extracting and analyzing data that will help further understand the trends in customer issues.

 Preferred Education & Experience: 

• Proven leadership that earns sponsorship and key stakeholder trust; mobilizing and motivating teams; setting direction and approach; resolving conflict; delivering tough messages with grace; executing with limited information and ambiguity.
• Initiative and the ability to identify opportunities, prioritize, build plans, and execute to completion within determined timelines
• Lead creative thinking that fosters curiosity and drive change and innovation
• Proven relationship management skills that enable effective navigation in a highly matrixed organization and incorporates and fosters appropriate customer focus.
• Demonstrated ability to prepare and facilitate meetings allowing the project team to effectively meet project deliverables, manage risks and align on key decisions
• Effective team builder who promotes team effectiveness by utilizing each person’s unique talents and skills, motivates performance, fosters communication and mitigates problems.
• Solid negotiation, influencing and conflict resolution skills.
• Strategic thinker and possesses strong problem-solving and critical thinking skills.
• Sound business, technical and financial acumen.
• Strong communicator with polished presentation skills. Ability to communicate at all levels with clarity and precision both written and verbally.
• Demonstrated strong sense of urgency with laser-like focus and command of issues and risks. Track record of proactively anticipating problems, avoiding them and/or leading effective barrier removal efforts to maintain team focus on delivery.
• Advanced experience with Microsoft Desktop Software – Windows, Word, Excel, PowerPoint and Project and experience with PowerApps, PowerBI reporting.
• Demonstrated ability to extract and analyze data to find trends and opportunities for resolution.
• Exemplary core project management knowledge and skills and expertise in the use of various project development life cycle methods and tools.
• Accomplished in and fosters the use of Continuous Improvement (CI) methods and tools (e.g. Pareto diagram, 5 Whys)

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.

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