Customer Service Representative

Grainger, a global leader in industrial distribution, is looking to hire full-time Inbound Service Representatives for their team in Edmonton, AB. This position offers a hybrid work environment, with the option to work from home after completing the initial 12-week onsite training. As a part of a customer-focused team, you’ll be responsible for providing top-tier service to customers, ensuring their needs are met through various communication channels.

Joining Grainger means becoming part of a company that values customer relationships, supports its employees, and focuses on maintaining high standards of service. As a Great Place to Work-Certified™ company, Grainger fosters a welcoming and supportive workplace where you can thrive both professionally and personally.

Responsibilities:

As an Inbound Service Representative, your primary responsibilities will include:

1. Customer Relationship Building:
   • Respond to a high volume of inbound calls and emails, providing positive, professional service that leaves customers with a lasting, positive impression.
   • Use your oral and written communication skills to assist customers in navigating their challenges and resolving any issues they face.
   • Manage inquiries related to product selection, pricing, order placement, and order management.
2. Problem Resolution:
   • Utilize critical thinking skills to address customer concerns, such as product availability, pricing discrepancies, order issues, returns, and applying credits.
   • Ensure a smooth, hassle-free customer experience by using available resources to resolve issues efficiently.
3. Team Collaboration:
   • Work as part of a team-based environment that promotes ethics, integrity, and mutual respect.
   • Collaborate with colleagues and supervisors to ensure business operations are smooth and customers are satisfied.
4. Risk Management:
   • Take appropriate actions to mitigate risks while handling customer inquiries and issues, ensuring that company policies and customer expectations are met.
5. Workplace Environment:
   • After completing the 12-week onsite training, you’ll enjoy the flexibility of working three days onsite and two days from home, provided you meet the home office requirements.

Qualifications:

To succeed in this role, Grainger is seeking candidates who meet the following qualifications:

1. Skills and Experience:
   • Excellent communication skills in English, both oral and written, are essential.
   • A High School diploma or equivalent is required.
   • At least 1 year of customer service experience, preferably in an inbound service center environment.
   • Proficiency in computer technology: Experience using PC-based programs such as Microsoft Office and Salesforce is preferred, along with familiarity with dual monitors.
2. Personal Attributes:
   • A strong desire to help customers and provide friendly, knowledgeable, and efficient service.
   • Proven ability to handle personalized customer service in a fast-paced setting.
   • Ability to commute to the facility in Edmonton (for onsite work).
   • Comfortable sitting for up to 8 hours a day.
3. Work from Home Requirements (Hybrid Role):
   • Must have a secure workspace free from distractions.
   • Reliable internet connection with a minimum of 5 Mbps upload speed and 15 Mbps download speed, and a ping under 80 ms.

Benefits:

Working with Grainger comes with a variety of benefits designed to enhance your life both inside and outside of work:

1. Health Benefits:
   • Medical, dental, vision, and prescription drug coverage to ensure you and your family are taken care of.
   • Life insurance coverage, including options for spousal and dependent life insurance.
2. Paid Time Off:
   • Enjoy paid time off (PTO) and up to 12 company holidays annually (depending on your province).
3. Retirement & Financial Planning:
   • Contribute to a Registered Retirement Savings Plan (RRSP) and Defined Contribution Pension Plan to save for your future.
4. Employee Assistance:
   • Access the Employee Family Assistance Program, which offers support for physical, emotional, mental, financial, and other concerns.
5. Perks & Discounts:
   • Enjoy employee discounts, team member perks, and other workplace benefits to make your day-to-day life easier.
6. Learning & Development:
   • Take advantage of the Educational and Professional Membership Fee Assistance program to continue advancing your career.

Applying Guide:

To apply for the Inbound Service Representative position at Grainger, follow these steps:

1. Prepare Your Application:
   • Update your resume to highlight relevant experience, especially in customer service and call centers. Be sure to showcase your communication skills and proficiency with technology.
2. Submit Your Application:
   • Visit the Grainger careers page to submit your application. You can also apply through their official job posting for Edmonton, AB.
3. Interview Process:
   • Candidates who meet the qualifications will be invited for an interview. During the interview, be ready to discuss your previous customer service experience and how you handle difficult situations.
4. Post-Interview:
   • After the interview, you may be asked to complete a series of tasks to assess your technical skills and ability to work with customers.
5. Start Date and Onboarding:
   • If selected, you will be given the start date for the 12-week training program. Upon successful completion of the training, you will begin your role with the option for a hybrid work environment.

Conclusion:

Grainger offers an exciting opportunity to be part of a global leader in industrial distribution, with the chance to grow in a supportive, customer-centric environment. With comprehensive benefits, flexible work options, and a focus on employee development, this position is perfect for those who enjoy solving problems, working with customers, and striving for excellence. If you’re ready to help Grainger continue to keep the world working, apply today!

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