Customer Service Representative - Lake Forest, IL

Grainger Businesses•Lake Forest, IL

3d•$19•Hybrid

About The Position

W.W. Grainger, Inc., is a leading broad line distributor with operations primarily in North America, Japan and the United Kingdom. At Grainger, We Keep the World Working® by serving more than 4.5 million customers worldwide with products and solutions delivered through innovative technology and deep customer relationships. Known for its commitment to service and award-winning culture, the Company had 2024 revenue of $17.2 billion across its two business models. In the High-Touch Solutions segment, Grainger offers approximately 2 million maintenances, repair and operating (MRO) products and services, including technical support and inventory management. In the Endless Assortment segment, Zoro.com offers customers access to more than 14 million products, and MonotaRO.com offers more than 24 million products. For more information, visit www.grainger.com. We’re hiring full-time, inbound Customer Service Representatives! If you’re motivated by helping others, skilled in navigating multiple systems, and thrive in a fast-paced, high-volume environment, we want to hear from you. You’ll be joining a collaborative team under the leadership of a Supervisor of Customer Experience starting in Febuary 2026. Work location for this position is 100 Grainger Parkway, Lake Forest, IL 60045. Enjoy your weekends off!We’re currently hiring for the 8:30 a.m. – 5:00 p.m. shift, Monday through Friday. Our comprehensive 8-week paid onsite training academy will set you up for success, empowering you to confidently connect with our customers. Training hours are Monday through Friday from 8:00am – 4:30pm at 100 Grainger Parkway, Lake Forest, IL 60045. During training, you will: Learn to navigate our systems, software programs, and internal processes Build the core service skills you need, including: Critical thinking Effective communication Confident decision-making Technical agility After the successful completion of training, eligible team members can transition to a flexible hybrid work model: ✔ 3 days onsite / 2 days remote (with the option to change your WFH days weekly)✔ Earn in opportunity to become voluntarily remote based on performance after 6 months✔ Eligible to bid for alternate shifts after 6 months ✔ You also have the option of working in the office up to 5 days a week Grainger will provide all equipment needed to work from home. Our highly engaged leaders and supportive team environment will help you learn, grow, and achieve success. Over time, you’ll build the skills needed to advance your career across specialty teams or into other departments of our evolving business. We aspire to create a culture where each person is comfortable being who they are, is recognized and rewarded for their impact and can continue to learn, grow and realize their full potential.

Requirements

High School diploma or equivalent
Minimum 1 year of customer service experience or experience in a customer-facing role
A 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
A continuous improvement mindset, open to coaching and receiving feedback
Proven ability to learn new technology and software quickly
Comfortable navigating multiple programs and screens simultaneously
Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams)
A secure, quiet workspace
High-speed internet with minimum speeds of 15 Mbps download / 5 Mbps upload, ping under 80ms

Nice To Haves

Experience with Customer Relationship Management (CRM) systems and SAP a plus (not required)

Responsibilities

Handle a high volume of inbound calls—delivering quality customer service with professionalism, empathy, and efficiency
Quickly navigate multiple computer screens, software programs, and databases to resolve inquiries
Assist customers with order placement, product information/identification, product search, pricing, invoicing discrepancies, apply credit, and facilitate returns
Problem-solve independently, using critical thinking and available resources to deliver fast, accurate resolutions
Collaborate daily in a positive, team-based environment committed to doing business with ethics and integrity
Maintain attention to detail while managing complex or time-sensitive customer issues
Communicate clearly via phone and written messages

Benefits

Medical, dental, vision, and life insurance coverage starts on day one of employment.
Access to up to 50% of your paycheck based on hours worked before payday.
18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date) and 6 company holidays per year.
6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required.
Employee discounts, parental leave, and other benefits.
Safety shoes provided (where applicable).

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