Customer Service Supervisor - Tempe, AZ

Grainger Businesses • Tempe, AZ

2d • 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 maintenance, 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.

As a Supervisor, Customer Service or Support you oversee the daily operations of a team of (up to) 16 representatives that support customers that want to place an order or have questions regarding their account. You are necessary in ensuring Grainger customer service teams are delivering their best. This is done by providing direct coaching to team members. You will manage engagement from the entire team and assist the team in overcoming obstacles. You will report to the Sr Manager, Customer Experience.

Requirements

• High School Diploma/GED or equivalent experience or
• Bachelor's Degree
• 3+ years of customer service experience.
• 2+ years Supervisory experience
• 2+ years call center supervisory experience
• Experience managing team members to achieve personal and team goals
• Experience using Genesys, Success Factors, NICE and other latest technologies.

Responsibilities

• Provide guidance, plan, direct, evaluate work flow and assign tasks and goals. Coordinate work activities to achieve the volume expected to meet operational requirements.
• Spend at least 60% of time directly working with team to guide development and performance.
• Provide frequent, direct coaching to team members including daily huddles and weekly 1 on 1 coaching.
• Review performance metrics, diagnoses cause of underperformance and develops an improvement plan.
• Monitor phone calls and scores those calls based on internal quality standards.
• Keep team informed of important events in the center and solicit feedback.
• Participate in the selection, hiring, onboarding of new hires.
• Promote employee engagement through direct interaction and support. Celebrate team and individual success.
• Assist Workforce Management when needed to ensure resources are available when needed.

Benefits

• Medical, dental, vision, and life insurance plans with coverage starting on day one of employment and 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) 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, tuition reimbursement, student loan refinancing and free access to financial counseling, education, and tools.
• Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1-10 employees