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Supervisor, Customer Experience - Lake Forest

Date: Sep 21, 2022

Location: LAKE FOREST, IL, US, 60045-5201

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: 


As a Supervisor, Customer Service or Support you oversee the daily operations of a team of (up to) 16 representatives that support customers that want to place an order or have questions regarding their account. You are necessary in ensuring Grainger customer service teams are delivering their best. This is done by providing direct coaching to team members. You will manage engagement from the entire team and assist the team in overcoming obstacles. You will report to the Sr Manager, Customer Experience. 


You Will: 


  • Provide guidance, plan, direct, evaluate work flow and assign tasks and goals. Coordinate work activities to achieve the volume expected to meet operational requirements. 
  • Spend at least 60% of time directly working with team to guide development and performance. 
  • Provide frequent, direct coaching to team members including daily huddles and weekly 1 on 1 coaching. 
  • Review performance metrics, diagnoses cause of underperformance and develops an improvement plan. 
  • Monitor phone calls and scores those calls based on internal quality standards. 
  • Keep team informed of important events in the center and solicit feedback. 
  • Participate in the selection, hiring, onboarding of new hires. 
  • Promote employee engagement through direct interaction and support. Celebrate team and individual success. 
  • Assist Workforce Management when needed to ensure resources are available when needed. 


You Have: 


  • High school diploma or equivalent; Bachelor's degree. 
  • 3+ years of customer service experience. 
  • 2 years Supervisory experience 
  • 2 years call center supervisory experience 
  • Experience managing team members to achieve personal and team goals 
  • Experience using SAP, CRM, Impact 360 and other latest technologies. 


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 
  • Generous 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 


DE&I 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.