Supervisor, Customer Service Centre

W. W. Grainger; Burnaby; Hybrid; CAD 60,000 - 75,000; Full time

Job summary

A leading industrial distributor is seeking a Team Supervisor in Burnaby. This role involves managing a team of up to 15 members, ensuring high-quality customer service, and facilitating team development. The ideal candidate has significant customer service experience, strong supervisory skills, and familiarity with relevant technologies such as SAP and Power BI. A competitive salary between $60,000 - $75,000, along with various benefits, is offered for this hybrid position.

Benefits

Medical, dental, vision coverage

Paid time off and holidays

Life insurance

Retirement savings plan

Educational assistance

Employee discounts

Qualifications

• Must have 3+ years of customer service experience.
• Passion for customer experience and team member development.
• Ability to adapt to shifting demands.

Responsibilities

• Manage daily operations of the team.
• Provide coaching and support to team members.
• Review performance metrics and improve processes.

Skills

Customer service experience

Supervisory experience

Interpersonal skills

Communication skills

Flexibility

Ability to train and coach

Education

High School Diploma/GED

Bachelor's Degree

Tools

SAP

SOE

Verint

Power BI

Job description

Overview

Location: BURNABY, British Columbia, CA, V5C 5A9

Work Location Type: Hybrid

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. We’re dedicated to providing value for customers, fostering an engaging culture for team members and driving strong financial results. 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.

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 recommends operational improvements.

You Have

• High School Diploma/GED or equivalent experience Required
• Bachelor\'s Degree Preferred
• 3+ years customer service experience Required
• 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.

Compensation

This position is salary and will pay between $60,000 - $75,000. This role is bonus eligible.

Factors involved in determining the salary include, but are not limited to a candidate\'s experience, qualifications, and geographical area.

DEI Statement: We are 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. If you need a reasonable accommodation during the application and selection process, please advise us so we can provide appropriate assistance.

Rewards and Benefits

Our programs provide choice and flexibility to meet your individual needs. Benefits available to you with Grainger (may vary based on hours worked) include:

• 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

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.