Customer Experience Representative - Lake Forest

Grainger•Lake Forest, CA

2d•Hybrid

About The Position

Grainger is hiring full-time, inbound Customer Service Representatives for its Lake Forest, Illinois location. Representatives handle a high volume of customer calls and use multiple systems to resolve inquiries with professionalism, empathy, and efficiency. The role supports customers with orders, product information and identification, product searches, pricing, invoice discrepancies, credits, and returns. The position starts January 4, 2027, and reports to a Supervisor of Customer Experience. The regular schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m., with weekends off. New hires complete an eight-week paid, onsite training academy, scheduled Monday through Friday, 8:00 a.m. to 4:30 p.m. After successful training, eligible team members may move to a hybrid schedule of three onsite days and two remote days. Based on performance, team members may become voluntarily remote after six months, may bid for alternate shifts after six months, or may work onsite up to five days a week. Grainger provides equipment for working from home. The role offers a collaborative, supportive team environment and opportunities to build skills and pursue advancement to specialty teams or other departments. The starting hourly rate is $19.25. The posting describes benefits including medical, dental, vision, and life insurance; paid time off and company holidays; 401(k) contributions; employee discounts; tuition reimbursement; financial counseling and education; and parental support and paid leave.

Requirements

High school diploma or equivalent.
Minimum of 1 year of customer service experience or experience in a customer-facing role.
Passion for delivering exceptional customer service and creating a positive experience for every customer.
Ability to thrive in a fast-paced, dynamic environment.
Ability to problem-solve and make decisions with attention to detail.
Continuous improvement mindset and openness to coaching and feedback.
Proven ability to learn new technology and software quickly.
Comfort navigating multiple programs and screens simultaneously.
Proficiency in Microsoft Office Suite, including Word, Excel, Outlook, and Teams.
For hybrid or remote work, a secure, quiet workspace and high-speed internet with at least 15 Mbps download, 5 Mbps upload, and ping under 80 ms.

Nice To Haves

Experience with customer relationship management (CRM) systems.
Experience with SAP.

Responsibilities

Handle a high volume of inbound calls and deliver quality customer service with professionalism, empathy, and efficiency.
Navigate multiple computer screens, software programs, and databases to resolve customer inquiries.
Assist customers with order placement, product information and identification, product searches, pricing, invoicing discrepancies, credits, and returns.
Problem-solve independently using critical thinking and available resources to deliver fast, accurate resolutions.
Collaborate in a positive, team-based environment committed to ethical business practices and integrity.
Maintain attention to detail while managing complex or time-sensitive customer issues.
Communicate clearly by phone and through written messages.

Benefits

Medical, dental, vision, and life insurance coverage starting on the first day of employment.
Six free sessions each year with a licensed therapist.
Eighteen paid time off days annually for full-time employees, prorated based on employment start date.
Six company holidays per year.
A 6% company contribution to a 401(k) Retirement Savings Plan each pay period, with no employee contribution required.
Employee discounts.
Tuition reimbursement.
Student loan refinancing.
Free access to financial counseling, education, and tools.
Maternity support programs and nursing benefits.
Up to 14 weeks of paid leave for birth parents and up to 4 weeks of paid leave for non-birth parents.