Grainger Canada Hiring for Customer Experience Representative at Saint-Laurent, QC Full Time

JOB DESCRIPTION

Role Overview:

Provides exceptional customer service for new and/or existing customers with inbound inquiries via phone or email (ie: quotes, order entry, and service requests) by probing to uncover customer needs, identifying solutions to meet need, following up on open issues, and seeking ways to add value while creating a remarkable experience for both internal / external customers.

Inclusive of handling emails and calls daily, back-office functions including but not limited to, rejection, back order, and invoice dispute reports will also be done on a daily basis to ensure pre/post sale support for all new and/or existing customers. Must be able to remain organized in a fast-paced environment and remain accountable for process compliance.

This role proactively ensures personal performance meets or exceeds targets and works closely with Contact Center Manager or supervisor to develop Individual Development plan.

Principal Duties & Responsibilities:

• Accurately performs fundamental work assignments to deliver a superior customer experience by listening to their needs and providing timely solutions (Order entry, order follow up, shipment tracking, update orders, account corrections, credits, returns etc.)
• Combines service, sales and system skills with product knowledge, along with efficiently positioning applicable exploratory questions, to uncover customer needs and navigates to relevant solutions
• Interpret customer requirements in order to seize opportunities to promote the benefits of doing business with Grainger and provide solutions with product alternatives and services, in order to deliver exceptional customer experience
• Proactively looks for opportunities to drive sales growth by engaging in actions that identify leads for further selling opportunities
• Research and analyze information, to resolve inquiries and complex problems
• Respond to customer calls and inquiries, including those related to pricing, products and billing, received through the phone or by email
• Issue orders and update customer profiles in different tools as required
• Maintain communication with customers and partners to inform them of the status of their request through to completion

JOB REQUIREMENTS

Preferred Education, Skillsets & Experience:

• High school diploma or equivalent
• English and French required as this role supports and interacts with customers from all Canadian provinces
• 1-3 years of demonstrated success in customer service with a preference for contact centre environment
• Self- starter that demonstrates strong work ethic
• Strong communication and problem solving skills
• Demonstrated ability to be resourceful and can work both autonomously or in a group setting
• Proficient typing, data entry and multi-tasking skills
• Demonstrates advanced system knowledge and effectively navigates systems in order to provide accurate and timely customer solutionKnowledge of Microsoft Office Suite and background in enterprise systems (ie: SAP, Oracle, Salesforce.com, Sharepoint, etc).

Work Environment/ Conditions:

• Hours of Operation: Monday to Friday 6AM to 6PM EST
• Hours are subject to change, based on business needs
• Flexibility to work non-traditional hours (holidays, split shifts, overtime) may be required as business needs change
• Work location: Hybrid (St. Laurent, QC office and Work from Home)

Grainger offers a competitive benefits package, which includes both physical and mental wellbeing programs, as well as learning and development opportunities.

Don’t meet every item on our wish list? At Grainger we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every skillset in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Grainger strives to be an employer of choice, to attract and retain top diverse talent, and to provide a safe and positive work environment for all of its team members. As part of Grainger’s hiring process, pre-employment background checks will be required for all external candidates. Internal candidates will be required to undergo a pre-employment background check when they move from a non-driving role to a driving role and/or a director role and above position.

Grainger is an Equal Opportunity Workplace. All applicants who we believe to be qualified will receive consideration for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, age, or disability. Accommodations are available on request for all persons with disabilities taking part in the selection process.