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Part Time On-Site Service Specialist Harrisburg/York, PA 30 hours/week

Date: Jan 21, 2019

Location: HARRISBURG, PA, US, 171112538

Company: Grainger

Primary Function:

The Onsite Services Specialist (OSS) is responsible for assisting their Onsite Service Representatives (OSR) in driving inventory management (KeepStock) execution and customer service excellence by assisting in the pre-implementation and implementation process for new KeepStock installations; they assist with customer training, problem solve and repair various KeepStock vending machines, and aid in providing consistent KeepStock service levels due to PTO and other gaps in OSR coverage. The OSS needs to be flexible and able to adapt to different customer types and environments.

The OSS works closely with cross-functional business partners to execute the KeepStock strategy and to help customers understand how Grainger can provide solutions to their business’ MRO needs.

Principal Duties & Responsibilities:

Customer Service

Provides Onsite Service Representatives (OSR) PTO coverage to ensure the continued seamless customer experience

  • Services multiple customer locations on a daily basis doing the following:
    •  Receives and stocks purchased product in designated customer locations
    •  Ensures proper product stocking levels at customer locations by scanning for orders as inventory is depleted
    •  Oversees customer inventory locations by ensuring proper labeling and quantities on hand are accurate
  • Ensures accuracy of all activities related to KeepStock Solutions at multiple customer sites
  • Knowledgeable of Grainger’s offer to help streamline orders through system integration
  •  Meet daily with a schedule of key customer contacts to ensure needs are being met and products are available. This includes scanning, put away and spot buys of products.
  • Resolves customer problems promptly and accurately in a manner that will retain and promote customer loyalty.
  • Follows designated route as defined by routing software application and tracking tools
  • Identifies continuous improvement opportunities in productivity, process improvement, and cycle time with all sales and services activities
  • May assist in customer training based on the implemented solution.
  • Performs necessary duties to maintain a clean, safe and organized working environment
  • Guides customers to other internal resources such as Technical Support, Credit, Grainger Parts and Sourcing or Sales as necessary
  • Supports the customer’s product ordering needs, product selection and technical support.
  • Comply with the safety and inspection requirements of the facility where the service is being provided.
  • Provides excellent customer service by resolving problems promptly and accurately in a manner that will retain and promote customer loyalty


    Execution Excellence

  • Perform machine break/ fix activities for various machines at the customer’s site
  • Executes Non Route Based Activities (NRBA) standards as escalated by OSR and follow Standard Work
  • Performs data collection at the customer’s site. Ensures accurate information is collected to help direct the KeepStock implementation process
  • Perform implementation duties for new customers or new services
  • Assists customers with staging, labeling and organizing product at a customer site.
  • Executes product relocation and discontinuation process
  • Training expert to develop new hires on standard processes


    Cross-Functional Partnerships

  •  Executes onsite service component of account strategy as defined by cross-functional local leadership (Manager, Onsite Services, Account Manager, Field Sales Rep, Field Sales Manager or District Sales Manager)
  • Participates in implementation call reviews Sales partners to assess viability of Inventory Solutions offerings at a customer site
  • Works collaboratively with sales partners to expand Grainger services and offerings in assigned customer locations
  • Act  as a Trainer/Peer Mentor new  Onsite Service Representatives

    Preferred Education & Experience:

  • High School Diploma or equivalent preferred
  • 1-3 years of experience in a related field preferred
  • Demonstrates a commitment to provide superior customer service
  • Proven ability to problem solve minor mechanical equipment issues
  • Able and willing to work in a warehouse environment on a consistent basis during initial training period or as needed based on business need
  • Effective both written and verbal communicator, comfortable interacting with customers and internal partners in a professional manner in person and via the phone
  • Must be computer literate and able to learn required software programs
  • Able to operate powered industrial equipment as needed
  •  Must be self-directing, managing several projects simultaneously
  •  Background checks, drug screening may be required (as warranted by Company, customer or DOT requirements in working on-site and/or operating equipment)
  •  Must possess and maintain a valid driver’s license in State of residence
  •  Must carry required levels of automobile insurance


Work Environment:

  • Work conditions are typical of Distribution Center
  • Ability to lift 25 to 60 lbs. and/or occasionally work in difficult positions
  • Significant daily interaction with customers, OSS support team, branch and sales team members
  • Some interaction with vendors, freight carriers and other internal business partners
  • Will work at customers’ facilities. This is typically a plant type of facility. Conditions can be noisy and space can be limited
  • Will use computers, scanners, and be in contact with Grainger parts & supplies on a daily basis
  • May be required to drive a Grainger vehicle for customer deliveries
  • Physical requirements include moving from one place to another, reaching, lifting, climbing, standing and bending
  • Must be able to take direction, but also to work independently and to change focus to meet changing demands
  • May require travel to local &/or rural markets. Travel 5-10%

Job Segment: Field Sales, Technical Support, Business Process, Sales, Technology, Management

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