Supv, Field Support

Grainger Businesses•Panama City, FL

7d•Hybrid

About The Position

Responsible for supervising a team of Field Support Specialists who execute day to day purchasing processes and act as the primary contact with our Field partners in handling incoming phone calls and Third Party Customer Service forms to ensure timely completion of customer requests. This position has a direct impact on customer satisfaction (drop ship availability to customers) by maintaining a high level of service to Grainger's Sales and Customer Service Teams.

Requirements

Bachelor's Degree required.
1+ year of previous supervisory experience required.
3+ years of experience in sales, purchasing, product management, customer service, or operations within a large organization.
Passion for delivering excellent customer service.
Continuous improvement mindset with a focus on process optimization.
Experience handling customer, supplier, and internal stakeholder concerns while driving effective resolutions.
Proven ability to build and maintain positive working relationships.
Experience in customer service, inventory management, distribution center operations, accounts payable, or supplier delivery processes.
Strong written and verbal communication skills.
Excellent interpersonal and relationship-building skills.
Strong problem-solving and decision-making abilities.
Ability to analyze data, identify issues, and develop recommendations for process improvements.
Proficiency in SAP, Microsoft Excel, and Microsoft Access.
Ability to use information, communication, and reporting tools effectively.

Responsibilities

Train, develop and manage a team of NEX expeditors as well as Salaried Professionals where applicable.
Ability to hire, train, and develop employees and coach or manages out under-performing employees.
Train team members on best practices for handling transactional processes.
Ensure common understanding across the team of SAP transactions and business information required to do the job.
Monitor daily, weekly and yearly performance metrics and enhance employee individual performance through clearly defined expectations; coaching and counseling to achieve required results and regard to productivity, quality and attendance.
Create positive, honest dialogue with each employee on his/her performance.
Ensure quality via coaching and tools to assess quality of customer experiences.
Communicate goals and objectives of the organization and tie them to goals and objectives of the individual.
Optimize individual and team performance.
Ensure customer service requirements while meeting productivity goals. For example, ensure vendor response goals are balanced with customer BO expedites and FTE capacity; distribute work levels appropriately, manage resource coverage.
Manage team metrics to identify improvement opportunities and drive results.
Report to department manager in operating review format.
Build a continuous Improvement culture.
Empower the team to identify process improvement opportunities.
Prioritize and initiate process improvements, provide feedback and recognition to team member.
Build positive stakeholder relationships.