Branch Operations Lead: Customer Experience & Team Growth

W.W. Grainger, Inc.; Virginia; On-site; USD 39,000 - 49,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Paid time off (PTO)

Company holidays

401(k) retirement plan

Employee discounts

Job summary

W.W. Grainger, Inc. is a leading broad line distributor with operations across North America and Japan, seeking a Branch Team Lead in Dulles, VA. The role focuses on customer service, daily branch operations, and team development within a fast-paced environment.

The position offers a base pay range of $28.61–$35.77 per hour, with benefits starting on day one, including health plans, PTO, 401(k) contributions, and other employee programs. Reporting to an Operations or Branch Manager.

Qualifications

• High school diploma or Bachelor's degree required.
• Minimum 3 years’ customer service and sales experience.
• 2+ years of management experience in a customer service environment.
• Experience using SAP and basic computer software.

Responsibilities

• Provide customer service and direction for branch team daily.
• Clarify priorities and provide feedback aligned to strategy.
• Improve customer satisfaction, sales, safety, and operations metrics.
• Create a positive customer experience and drive retention.
• Provide feedback to strengthen branch skills.
• Monitor counter transactions and guide staff.
• Onboard new team members and conduct ongoing training.
• Build schedules to ensure productivity and staffing.
• Identify process improvements with Continuous Improvement.
• Coordinate with Sales, Branch Network, CS Centers, and Onsite Services teams.
• May respond to after-hours emergency calls.

Skills

Customer service

Sales

Leadership

Team management

Communication

Education

High school diploma or Bachelor's degree

Tools

SAP

MS Office

Job description

W.W. Grainger, Inc. is a leading broad line distributor with operations across North America and Japan, seeking a Branch Team Lead in Dulles, VA. The role focuses on customer service, daily branch operations, and team development within a fast-paced environment.

The position offers a base pay range of $28.61–$35.77 per hour, with benefits starting on day one, including health plans, PTO, 401(k) contributions, and other employee programs. Reporting to an Operations or Branch Manager.