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DC Customer Service Representative

Grainger Canada

This is a Contract position in Medicine Hat, AB posted October 2, 2021.

Primary Function: The DC Customer Service Representative provides exceptional customer service for new and/or existing customers with inbound and outbound inquiries by probing to uncover customer needs, identifying solutions to meet need, following up on open issues, and seeking ways to add value while creating a remarkable experience for both internal / external customers.

Principal Duties & Responsibilities: Accurately perform fundamental work assignments to deliver a superior experience to customers and partners by listening to their needs and providing timely solutions (shipment tracking, update orders, account corrections, credits, returns, etc.)Interpret customer requirements to seize opportunities to promote the benefits of doing business with Grainger and provide solutions with product alternatives and services, to deliver exceptional customer experience.Respond to customer calls and inquiries, including those related to proof of deliver, damaged goods, wrong goods, received through the phone or by emailProactively seek opportunities to drive sales growth by engaging in actions that identify lead to further selling opportunitiesDemonstrate advanced system knowledge and effectively navigates systems to provide accurate and timely customer solutionCombine service, sales and system skills with product knowledge, along with efficiently positioning applicable exploratory questions, to uncover customer needs and navigates to relevant solutionsMaintain professional communication with customers and partners to inform them of the status of their request through to completion.Ability to research and analyze information, to resolve inquiries and complex problems.

Preferred Education & Experience: High school diploma or equivalent preferred1-3 years of experience related field preferred1-3 years of demonstrated success in customer service with a preference for contact centre environmentIndependent decision makingMust be able to navigate and interact with business partners as neededProactively participate in root cause problem solvingMust have comprehensive knowledge and understanding of Grainger products and servicesSelf
– starter/ motivator that demonstrates strong work ethicProficient typing, data entry and multi-tasking skillsProficient in specific non-routine tasks/ skills and or systemsKnowledge of Microsoft Office Suite and background in enterprise systems (i.e.: SAP, Manhattan, Excel, SharePoint, etc.)Grainger strives to be an employer of choice, to attract and retain top diverse talent, and to provide a safe and positive work environment for all of its team members.

As part of Grainger hiring process, pre-employment background checks will be required for all external candidates.

Internal candidates will be required to undergo a pre-employment background check when they move from a non-driving role to a driving role and/or a director role and above position.

In accordance with Performance Excellence guidelines, team members are encouraged to apply for positions closely matching their experience/background and that are aligned with their Individual Development Plan.

Grainger is committed to the principles and practices of employment equity.

We invite all qualified women and men, including persons with disabilities, visible minorities, and Aboriginal Peoples to apply for our career opportunities.

Accommodations are available on request for all persons with disabilities taking part in the selection process.