Inside Customer Service Representative Manager

Work Location Type: Onsite 

About Grainger

W.W. Grainger, Inc. is a leading broad line distributor with operations primarily in North America and Japan. At Grainger, We Keep the World Working® by serving more than 4.6 million customers worldwide with maintenance, repair and operating (MRO) products and value-added solutions delivered through innovative technology and deep customer expertise. Known for its commitment to service and purpose-driven culture, the Company reported 2025 revenue of $17.9 billion. For more information, visit www.grainger.com.  

Compensation:

The base salary for this role ranges between $88,960 - $122,320, with eligibility for an incentive target of  15% which is contingent upon achieving both individual and company performance objectives.

The pay range above is not a guarantee of compensation but reflects the potential total compensation for this role at the time of this posting based on the assigned job grade.  Actual compensation will vary depending on factors such as geographic work location, relevant experience and individual skills.  The stated range is a reasonable estimate and may change over time; final compensation may fall above or below the range provided.  Grainger reserves the right to amend, modify, or discontinue its compensation and benefits programs at any time, in accordance with applicable law.

This job posting is for an existing vacancy.

Position Summary:

The Inside Customer Service Representative Manager is responsible for providing leadership and guidance for the Customer Service team. The ICSR Manager will focus on providing a high level of leadership and be able to identify optimal solutions for customers, with the intent to improve WFS's service and gain share and profitability with each customer.

KEY DUTIES AND RESPONSIBILITIES (You Will):

Business Leadership

• Translates leadership and strategic direction for Inside Customer Service Representative members
• Communicates and executes a sound business strategy to team members that embraces change management
• Makes sound, fact-based business decisions to support the needs and objectives of the business, while ensuring our principles remain at the heart of these decisions (Start with the Customer, Embrace Curiosity, Act with Intent, Compete with Urgency, Win as One Team, Invest in Our Success, Do the Right Thing)
• Makes key decisions impacting every aspect of Customer Service, which includes activities that drive superior service, sales growth, strong customer relationships and internal partnerships, employee development, and expense/budget management.
• Leads and equips the team with service expertise to become the customer’s first choice for the products and services they need to keep their workplaces safe, efficient, and functioning.
• Builds strong internal and external partnerships to make WFS our customers First choice
• Develops and monitors the application of operating systems including policies and procedures, operating structure, and information flow.
• Present business results during Quarterly Business Review

Operational Excellence

• Responsible for developing and implementing the functional strategy for the Customer Service Centre.
• Understand and drive the Key Performance Indicators driving service excellence
• Leads a team that proudly represents WFS Ltd. service and commitment to the customers and team members
• Dedicates self and team to Operational Excellence by complying with all WFS Ltd. standard operating procedures, with a focus on continual process improvement
• Ensures the volume of work produced meets productivity, service and exceeds quality standards.
• Manages the activities of all team members within department with accountability for goals, objectives, and operational policies.
• Reviews performance metrics, diagnoses root cause of underperformance and develops improvement plan
• Implements proper staffing strategies to ensure flexibility to the needs of the business as well as payroll budgets
• Develop and maintain a well-rounded knowledge of products sold
• Facilitate and/or lead quality excellence amongst team members on special projects as required
• Maintains safety and security for all team members and customers

Talent Management

• Creates an environment where team members are engaged, empowered, enthusiastic, and committed to the success of the company
• Maintains an open mind to benefit from diverse thoughts and ideas
• Identifies, analyzes, organizes, and leads operational development opportunities that are scalable throughout the Customer Service organization that enhances the Customer Service strategy.
• Conducts performance review discussions to ensure that expectations/goals are set, monitored, and executed.
• Coaches the growth and development of Customer Service team members using available resources
• Ensures key people drivers of Recruitment, Selection, On-boarding, Coaching, and Rewards & Recognition are executed and drive team member engagement
• Maintains regular and consistent communication to ensure team has all necessary information to provide best in class service
• Embracing and encouraging open-door feedback sharing culture

REQUIRED EXPERIENCE AND QUALIFICATIONS (You Have):

• Combination of post-secondary education and experience or five years equivalent experience that meets the role requirements (customer service and/or leadership)
• Demonstrates the ability to implement initiatives, manages projects and demonstrates change leadership
• Possesses effective time-management skills and a sense of urgency
• Has a demonstrated ability to influence and persuade varying levels of internal and external decision-makers
• Ability to work effectively with cross-functional work groups to develop integrated plans
• Demonstrated flexibility to adapt to shifting demands and competing priorities
• Strong presentation skills
• Excellent interpersonal, written and verbal communication skills
• Proficiency in MS Office
• Strong competency in the use of technology and software applications including but not limited to S2K, CRM, call centre and other emerging technologies
• Ability to relocate an asset
• Vehicle and Drivers’ license required

Rewards and Benefits:
Our programs provide choice and flexibility to meet your individual needs. Check out some of the benefits available to you with Grainger (may vary based on hours worked):

• Medical, dental, vision and prescription drug coverage
• Paid time off (PTO) and up to 12 company holidays per year (dependent on home province)
• Life insurance coverage, including spousal and dependent life insurance.
• Employee Family Assistance Program to help team members with physical, emotional, mental, financial and other concerns
• Registered Retirement Savings Plan & Defined Contribution Pension Plan to help you save for your financial future
• Educational & Professional Membership Fee Assistance program
• Employee discounts, team member perks and more!
  
  

DEI Statement:

We encourage you to apply even if your experience doesn't perfectly match this job post as you may still be the right candidate for this role or others. We aspire to create a culture where everyone is comfortable being who they are, can learn and grow to realize their full potential, and is recognized and rewarded for their impact.

We are proud to be an equal opportunity workplace. All qualified applicants are considered for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, age, or disability. Should you need a reasonable accommodation during the application and selection process, please advise us so we can provide appropriate assistance.

Pre-employment background checks are required for all external candidates. Internal candidates undergo a background check when they move from a non-driving role to a driving role.

#LI-PS