Customer Experience Representative - Lake Forest

Grainger•Lake Forest, CA

13d•Hybrid

About The Position

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 July 20, 2026. Work location for this position is 100 Grainger Parkway, Lake Forest, IL 60045. After the successful completion of training, eligible team members can transition to a flexible hybrid work model: 3 days onsite / 2 days remote. 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)
For hybrid/remote work: A secure, quiet workspace
For hybrid/remote work: 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 plans with coverage starting on day one of employment
6 free sessions each year with a licensed therapist to support your emotional wellbeing
18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date)
6 company holidays per year
6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required
Employee discounts
Tuition reimbursement
Student loan refinancing
Free access to financial counseling, education, and tools
Maternity support programs
Nursing benefits
Up to 14 weeks paid leave for birth parents
Up to 4 weeks paid leave for non-birth parents
All equipment needed to work from home