Customer Service Centre Supervisor
About The Position
W.W. Grainger, Inc. is a leading broad line distributor with operations primarily in North America and Japan. At Grainger, We Keep the World Working® by serving more than 4.6 million customers worldwide with maintenance, repair and operating (MRO) products and value-added solutions delivered through innovative technology and deep customer expertise. Known for its commitment to service and purpose-driven culture, the Company reported 2025 revenue of $17.9 billion. The Customer Service Centre Supervisor will lead a team of up to 15 team members and manages the day-to-day operations of the Customer Service Centre, including but not limited to driving workforce efficiencies, customer service, reporting, and performance management. The Customer Service Centre Supervisor ensures engagement from the entire team and ensures that the team is able to meet various challenges within their roles. The Supervisor manages processes to ensure compliance with company policies/procedures along with continual process improvement and The Supervisor must also ensure the timeliness, quality and effectiveness of all processes are met. Works within organization and cross functionally on various projects to drive Grainger’s strategies.
Requirements
- High school diploma or equivalent
- Minimum 3 to 5 years of customer service experience.
- Passion for the customer experience and team member development with an ability to energize others.
- Strong interpersonal and communication skills.
- Exhibits flexibility to adapt to shifting demands and competing priorities.
- Ability to train and coach team members on processes, procedures, compliance, and product knowledge.
- Strong competence in the use of technology and software applications; desired applications include SAP, SOE, Verint, Power BI and other emerging technologies.
- Ability to plan, organize and delegate work.
Nice To Haves
- Bachelor degree preferred.
- Supervisory experience preferred.
Responsibilities
- Responsible for the direct management and supervises the daily operations of up to 15 front line team members that support internal and external customers.
- Plans, directs, monitors, and evaluates workflow. Coordinates work activities, assigns goals to meet operational requirements.
- Provides regular 1:1 behavioral coaching and situational leadership to drive sustained individual and team performance.
- Assists team members to ensure resources are available to complete daily work.
- Reviews performance metrics, diagnoses root cause of underperformance and develops informal and formal improvement plans.
- Monitors phone calls on a regular basis and scores those calls based on quality standards.
- Keeps team informed of process improvements and changes and solicits feedback.
- Participates in the selection/hiring process and supports on-boarding/training of new hires.
- Celebrates team and individual successes and drives higher employee engagement.
- Identifies and recommend operational improvements.
Benefits
- Medical, dental, vision and prescription drug coverage
- Paid time off (PTO) and up to 12 company holidays per year (dependent on home province)
- Life insurance coverage, including spousal and dependent life insurance.
- Employee Family Assistance Program to help team members with physical, emotional, mental, financial and other concerns
- Registered Retirement Savings Plan & Defined Contribution Pension Plan to help you save for your financial future
- Educational & Professional Membership Fee Assistance program
- Employee discounts, team member perks and more!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
