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Customer Service Total Quality Analyst

Date: Nov 13, 2022

Location: TEMPE, AZ, US, 85283-4475 JANESVILLE, WI, US, 53546-8729 LAKE FOREST, IL, US, 60045-5201 WATERLOO, IA, US, 50701-9371

Company: Grainger Businesses

About Grainger:


Grainger is a leading broad line distributor with operations primarily in North America, Japan and the United Kingdom. We achieve our purpose, We Keep the World Working®, by serving more than 4.5 million customers with a wide range of products that keep their operations running and their people safe. Grainger also delivers services and solutions, such as technical support and inventory management, to save customers time and money.

We're looking for passionate people who can move our company forward. As one of the 100 Best Companies to Work For, we have a welcoming workplace where you can build a career for yourself while fulfilling our purpose to keep the world working. We embrace new ways of thinking and recognize everyone is an individual. Find your way with Grainger today.


Position Details:


You will develop processes to share data and insights that deliver customer experience, quality, and efficiency improvements within the Customer Service organization. You will be enhancing the customer experience and guide efficiency by sharing information and recommending scalable solutions across all commerce activity to help Customer Service Team Members to solve customer problems and reduce customer uncertainty. You will focus on quality and processes across all Customer Service responsibilities within Grainger US (GUS), Grainger Canada (GCAN), and Grainger Panama. You will report to the Senior Manager, N.A. Quality Assurance.  This is a hybrid role located in one of the following locations Lake Forest, IL, Tempe, AZ, Waterloo, IA or Janesville, WI.


You Will:


  • Use data, feedback, observations, and insights from our Total Quality Programs (CX Framework, CSCBX, Service Opportunities), Case Management Processes, and other customer experience related data to provide input to the continuous improvement of CSC processes.
  • Partner with Quality, OTC, SW, OE, VOC, Operations, Strategy, L & D, Process & Risk to ensure the customer and user experience is understood across all channels, and to help define and improve service delivery processes.
  • Establish journey maps providing visibility to CSC functions with upstream and downstream partners.
  • Partner with Quality Assurance, and the support organization to support successful implementation of programs while maintaining a working relationship with Planning and Support teams to understand customer and team member experiences, strengths, and areas of opportunity.
  • Using data, provide regular updates to CSC Sr. Leadership team (CSCLT) and important partners to raise awareness related to our Total Quality experience and adoption and stabilization reporting.
  • Conduct analysis of market trends that support the customer experience to provide recommendations to support shifts in customer behavior and needs.


You Have:


  • 3+ years of experience in related field preferred.
  • Bachelor's degree in Business, information technology, Economics/Finance or Marketing
  • Analytics and data analysis skills including data mining and manipulation
  • Ability to visualize data to tell a story
  • Experience in execution of projects
  • Problem-solving capabilities and a continuous improvement mindset
  • Balance and prioritize work on multiple projects working with team members and senior leaders
  • Knowledge of Customer Service Center operating processes and Grainger end-to-end service delivery chain
  • Working knowledge of Grainger systems including SOE, SAP and Power BI


Rewards and Benefits:


With benefits starting day one, Grainger is committed to your safety, health and wellbeing. Our programs provide choice and flexibility to meet our team members' individual needs. Check out some of the rewards available to you at Grainger

  • Medical, dental, vision, and life insurance plans
  • Paid time off (PTO) and 6 company holidays per year
  • Automatic 6% 401(k) company contribution each pay period
  • Employee discounts, parental leave, 3:1 match on donations and tuition reimbursement
  • A comprehensive set of emotional, financial, physical and social wellbeing programs


DEI Statement


We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.