Customer Experience Representative - Lake Forest

Grainger Businesses•Lake Forest, IL

4d•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 address questions and resolve issues with professionalism, empathy, and efficiency. The role supports customers with order placement, product information and identification, product searches, pricing, invoice discrepancies, credit applications, and returns. The position is led by a Supervisor of Customer Experience and is scheduled to start January 4, 2027. The regular shift is Monday through Friday, 8:30 a.m. to 5:00 p.m. New hires complete an eight-week paid, onsite training academy, Monday through Friday, 8:00 a.m. to 4:30 p.m. After successful training, eligible team members may work a flexible hybrid schedule of three days onsite and two days remote. Based on performance, team members may become eligible to work remotely voluntarily after six months and may bid for alternate shifts after six months. Working onsite up to five days per week is also an option. Grainger provides the equipment needed to work from home. The role offers opportunities to build skills and advance into specialty teams or other departments. Grainger describes its culture as inclusive and supportive, with an emphasis on recognizing impact and helping employees learn, grow, and reach their potential.

Requirements

High school diploma or equivalent.
At least one year of customer service experience or experience in a customer-facing role.
Passion for delivering exceptional customer service and creating a positive customer experience.
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.
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.
For hybrid or remote work: high-speed internet with at least 15 Mbps download and 5 Mbps upload speeds, 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 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, invoice discrepancies, credit applications, and returns.
Use critical thinking and available resources to independently resolve problems quickly and accurately.
Collaborate in a positive, team-based environment committed to ethical and integral business practices.
Maintain attention to detail while managing complex or time-sensitive customer issues.
Communicate clearly by phone and in 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.
18 annual paid time off (PTO) days 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 four weeks of paid leave for non-birth parents.
Eight-week paid onsite training academy.