Customer Care Representative
Grainger Businesses•Allouez, WI
•Hybrid
About The Position
Imperial Supplies, a national distributor of maintenance products serving the fleet maintenance industry, is seeking a Customer Service Representative for its Contact Center. The role provides service and support to Imperial associates and customers, resolving a range of inquiries—including complex problems—through multiple service channels and supporting sales revenue and growth objectives. The position is hybrid in Green Bay, Wisconsin, with a Monday–Friday schedule and no nights or weekends.
Requirements
- High school diploma at minimum.
- Strong computer skills.
- Two years of customer service or related experience.
- Professional written and verbal communication skills.
Responsibilities
- Provide customers with suitable solutions using available tools and resources for account verification, product selection, order entry, project requests, and related needs.
- Process customer orders accurately and on time, and identify additional products that may increase sales and company revenue.
- Manage customer returns and communicate directly with customers about returns and reshipments.
- Respond to customer inquiries by phone, including price quotes, product availability, order placement, scanner troubleshooting, and returns.
- Confirm deliveries, track orders, generate EZ Order Forms and bin labels, and manage other level-one project requests within agreed service levels.
- Maintain accurate and current customer documentation in Imperial’s database.
- Support complex, level-two customers with order entry, new product requests, cross-referencing, quoting, and SharePoint-related needs.
- Serve as a single point of contact for specialized customers requiring assistance with all inquiries.
- Provide DAA territory coverage during sales staff PTO when needed, for short- or long-term periods.
- Maintain the DAA’s outbound call schedule during long-term coverage as directed.
- Collaborate and communicate with internal and external partners to resolve complex inquiries and build strong customer relationships.
Benefits
- Immediate health, dental, and vision coverage.
- 12 hours of PTO for every full month worked, stated as 18 PTO days per year.
- Seven paid holidays.
- A contribution equal to 6% of annual earnings to retirement.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
