SCS Customer Experience Rep

W. W. Grainger; Saint-Laurent-de-l'Île-d'Orléans; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading industrial distributor in Canada is seeking a Customer Service Representative to deliver exceptional service via phone and email. This role involves order management and problem resolution while promoting company products. Ideal candidates will have a high school diploma and at least one year of customer service experience, preferably in a contact center. Competitive benefits include medical coverage and paid time off.

Benefits

Medical, dental, vision coverage

Paid time off (PTO)

Life insurance coverage

Employee discounts

Educational assistance

Qualifications

• 1+ years of demonstrated success in a customer service role, preferably in a contact center environment.
• Advanced system knowledge and comfortable navigating enterprise systems.

Responsibilities

• Deliver a positive customer experience through order entry and follow-up.
• Listen to customer needs and interpret requirements to provide solutions.
• Identify leads for further selling opportunities.

Skills

Excellent communication skills in English

Customer service experience

Proficient typing and data entry

Technical system skills

Education

High school diploma or equivalent

Tools

SAP

Oracle

Salesforce.com

Microsoft Office Suite

Job description

As a leading industrial distributor with operations primarily in North America, Japan and the United Kingdom, We Keep The World Working by serving more than 4.5 million customers worldwide with products delivered through innovative technology and deep customer relationships.

Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe. As a Great Place to Work-Certified company, we’re looking for passionate people to join our team as we continue leading the industry over our next 100 years.

Position Summary:

As a Customer Service Representative, you’ll provide exceptional customer service by phone and email in an inbound call center office environment and will report to a Customer Service Center Supervisor. Our team members are expected to be active participants in a workplace that promotes accountability, coaching, and teamwork to achieve the goals of our business, team members, and customers with high efficiency.

Job Responsibilities:

• Deliver a positive customer experience through order entry, order follow-up, shipment tracking, updating orders, account corrections, credits, returns, and more
• Listen to customer needs, ask exploratory questions, and interpret customer requirements to provide solutions
• Combine service, sales, and technical system skills with product knowledge, to uncover customer needs and provide solutions
• Seize opportunities to promote the benefits of doing business with Grainger and provide solutions with product alternatives and services
• Identify leads for further selling opportunities to improve sales growth
• Analyze information to resolve inquiries and complex problems
• Respond to customer calls and inquiries (i.e., pricing, products and billing, received through the phone or by email)
• Communicate with customers and business partners to inform them of the status of their request through to completion

Education/Experience:

• High school diploma or equivalent
• Excellent communication skills in English
• 1+ years of demonstrated success in a customer service role with a preference within a contact center environment
• Proficient and accurate typing, data entry
• Advanced system knowledge and comfortable navigating systems (Microsoft Office Suite and background in enterprise systems i.e.: SAP, Oracle, Salesforce.com, SharePoint, etc.).

Rewards and Benefits:

• 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.