Supervisor, Customer Experience - New Hire Training - Midwest

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 you oversee the daily operations of a team of 16 representatives during new hire training that support customers wanting 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 Customer Service Training Manager.  This role can be based in Lake Forest, IL or Janesville, WI or Waterloo, IA.

You Will: 

• Supervises the daily operations of a team of representatives that support internal and external customers.
• Responsible for the direct management of up to 18 front line team members, including frequent 1-on-1 coaching.
• Plans, directs, supervises, and evaluates workflow. Coordinates work activities to meet operational requirements.
• Identify and recommend operational improvements.
• Provides immediate supervision, monitors workflow, and assigns tasks, goals and objectives.
• Provides continuous behavioral coaching and situational leadership to drive sustained individual and team performance.
• Reviews performance metrics, diagnoses root cause of underperformance and develops an informal and formal improvement plans.
• Monitors phone calls on a regular basis and scores those calls based on quality standards.
• Keeps team informed of process improvements and changes and solicits feedback.
• Participates in the selection/hiring process and supports on-boarding/training of new hires.
• Celebrates team and individual successes and drives higher employee engagement.

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.