Customer Service Supervisor - Tempe, AZ

Work Location Type: Hybrid  

Req Number  329578

About Grainger

W.W. Grainger, Inc., is a leading broad line distributor with operations primarily in North America, Japan and the United Kingdom. At Grainger, We Keep the World Working® by serving more than 4.5 million customers worldwide with products and solutions delivered through innovative technology and deep customer relationships. Known for its commitment to service and award-winning culture, the Company had 2024 revenue of $17.2 billion across its two business models. In the High-Touch Solutions segment, Grainger offers approximately 2 million maintenance, repair and operating (MRO) products and services, including technical support and inventory management. In the Endless Assortment segment, Zoro.com offers customers access to more than 14 million products, and MonotaRO.com offers more than 24 million products. For more information, visit www.grainger.com.  

Compensation

The anticipated base pay compensation range for this position is $57,200.00 – $95,300.00. This role is eligible for an incentive target of up to 10 % or $ , based on the achievement of individual and company performance objectives in accordance with the current terms of the incentive program which are subject to change.

Rewards and Benefits

With benefits starting on day one, our programs provide choice and flexibility to meet team members' individual needs, including:

• Medical, dental, vision, and life insurance plans with coverage starting on day one of employment and 6 free sessions each year with a licensed therapist to support your emotional wellbeing.
• 18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date) and 6 company holidays per year.
• 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required.
• Employee discounts, tuition reimbursement, student loan refinancing and free access to financial counseling, education, and tools.
• Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents.

For additional information and details regarding Grainger’s benefits, please click on the link below:

https://experience100.ehr.com/grainger/Home/Tools-Resources/Key-Resources/New-Hire

Grainger Benefits

The pay range provided above is not a guarantee of compensation.  The range reflects the potential base pay for this role at the time of this posting based on the job grade for this position. Individual base pay compensation will depend, in part, on factors such as geographic work location and relevant experience and skills.   

The anticipated compensation range described above is subject to change and the compensation ultimately paid may be higher or lower than the range described above. 

Grainger reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion at any time, consistent with applicable law.

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/GED or equivalent experience or
• 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 Genesys, Success Factors, NICE and other latest technologies.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status or any other protected characteristic under federal, state, or local law. We are proud to be an equal opportunity workplace.

We are committed to fostering an inclusive, accessible work environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one’s employment, should you need a reasonable accommodation during the application and selection process, including, but not limited to use of our website, any part of the application, interview or hiring process, please advise us so that we can provide appropriate assistance.

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