Open Order Resolution Associate

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Date: Sep 12, 2025

Location: THORNHILL, ON, CA, L3T 7W8

Company: Grainger Businesses

 

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 Open Order Resolution Associate is responsible for all assigned duties including but not limited to; credit card declines & maintaining/updating open customer orders or credit card declines and rejections.. They provide useful information to allow multiple cross functional teams impacted by open order issues, rejected lines, and credit card declines to improve the customer experience, remove delays, and reduce customer failures.  

 

Job Responsibilities (You Will): 

  • Support and resolve open stock, third party, sourcing and rejected orders to understand root cause and determine appropriate action which might include locating available stock, creating an STO, and/or communicating pertinent information to customers. 

  • Report out to the appropriate teams any long-term systemic issues identified within own department. 

  • Assist internal customers with time sensitive Sales Order and/or Purchase Order related questions. 

  • Utilize best demonstrated practices and work to continuously improve upon standard work practices. 

  • Focus on first pass resolution and ensure continuous follow up on any open issues. 

  • Maintain adherence to schedules, follow all SOP, and quality standards as it pertains associated reports. 

  • Must be self-directed, take responsibility to complete daily tasks, and make sound decisions for both the customer and the company without direct instruction. 

 

 

Education/Experience (You Have): 

  • High School Diploma or equivalent 

  • 2-3 years of Customer Service and/or Supply Chain Experience 

  • Able to clearly & effectively communicate with customers, internal partners, and team members 

  • Able to be flexible and adapt to whatever changes come their way. 

  • Able to prioritize and work multiple tasks at the same time. 

  • Able to maintain a professional attitude always, particularly when dealing with people in complex and stressful situations and exhibit a strong sense of urgency. 

  • Demonstrates a commitment to providing superior customer service 

  • Ability to navigate through multiple channels SAP, SOE, Grainger.ca, MS Office Suites, and SharePoint 

  • Able to follow verbal and written instructions with minimal supervision within specified timeframes. 

 

 

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.