Customer Service Centre Supervisor

Grainger Canada; Edmonton; On-site; CAD 59,000 - 78,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Paid time off and holidays

Life insurance coverage

Retirement savings plan

Job summary

Grainger Canada is seeking a Customer Service Centre Supervisor to lead a team of up to 15 and manage day-to-day Customer Service Centre operations. Responsibilities include driving workforce efficiency, service quality, reporting, and performance management to align with Grainger’s strategies.

The role requires a high school diploma or equivalent with a preference for a Bachelor’s degree and 3–5 years of customer service experience, including supervisory responsibility.

Qualifications

• Minimum 3 to 5 years of customer service experience.
• Supervisory experience preferred.
• Strong interpersonal and communication skills.
• Proficiency with technology and software applications including SAP, SOE, Verint, Power BI.

Responsibilities

• Direct management and supervision of daily operations for up to 15 front line team members.
• Plan, direct, monitor, and evaluate workflow to meet operational requirements.
• Provide regular 1:1 coaching and situational leadership to drive performance.
• Assist team members to ensure resources are available to complete daily work.
• Review performance metrics, identify root causes of underperformance, and implement improvement plans.
• Monitor calls and score them based on quality standards.
• Communicate process improvements to the team and solicit feedback.
• Participate in hiring and onboarding of new team members.
• Celebrate successes and drive higher employee engagement.
• Identify and recommend operational improvements.

Skills

Customer service

Team leadership

Coaching

Communication

Adaptability

Education

Bachelor's degree preferred

High school diploma or equivalent

Tools

SAP

SOE

Verint

Power BI

Job description

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, visitwww.grainger.com.

Work Location Type: Hybrid

Compensation

The base salary for this role ranges between $59,000 - $78,000, with eligibility for an incentive target of 5% 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 Customer Service Centre Supervisor will lead a team of up to 15 team members and manages the day-to-day operations of the Customer Service Centre, including but not limited to driving workforce efficiencies, customer service, reporting, and performance management. The Customer Service Centre Supervisor ensures engagement from the entire team and ensures that the team is able meet various challenges within their roles. The Supervisor manages processes to ensure compliance with company policies/procedures along with continual process improvement and The Supervisor must also ensure the timeliness, quality and effectiveness of all processes are met. Works within organization and cross functionally on various projects to drive Grainger’s strategies.

Job Responsibilities (You Will)

• Responsible for the direct management and supervises the daily operations of up to 15 front line team members that support internal and external customers.
• Plans, directs, monitors, and evaluates workflow. Coordinates work activities, assigns goals to meet operational requirements.
• Provides regular 1:1 behavioral coaching and situational leadership to drive sustained individual and team performance.
• Assists team members to ensure resources are available to complete daily work.
• Reviews performance metrics, diagnoses root cause of underperformance and develops informal and formal improvement plans.
• Monitors phone calls on a regular basis and scores those calls based on quality standards.
• Keeps team informed of process improvements and changes and solicits feedback.
• Participates in the selection/hiring process and supports on-boarding/training of new hires.
• Celebrates team and individual successes and drives higher employee engagement.
• Identifies and recommend operational improvements.

Education/Experience (You Have)

• High school diploma or equivalent; Bachelor degree preferred.
• Minimum 3 to 5 years of customer service experience.
• Supervisory experience preferred.
• Passion for the customer experience and team member development with an ability to energize others.
• Strong interpersonal and communication skills.
• Exhibits flexibility to adapt to shifting demands and competing priorities.
• Ability to train and coach team members on processes, procedures, compliance, and product knowledge.
• Strong competence in the use of technology and software applications; desired applications include SAP, SOE, Verint, Power BI and other emerging technologies.
• Ability to plan, organize and delegate work.

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.