Branch Team Lead: Customer Ops & Growth

W.W. Grainger, Inc.; Pittsburgh (Allegheny County); On-site; USD 34,000 - 43,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

PTO

Holidays

401(k) plan

Tuition reimbursement

Employee discounts

Job summary

W. W. Grainger, Inc.

is seeking a Branch Team Lead in Pittsburgh to supervise daily branch operations, guide a customer-service focused team, and drive performance against key metrics. You will set priorities, mentor staff, and ensure consistency with company strategy to achieve strong customer satisfaction and sales results. The role requires 3+ years of customer service and sales experience, plus 2+ years in management within a service environment.

Qualifications

• Minimum 3 years customer service and sales experience.
• 2+ years of management experience in a customer service environment.
• Competence in the use of computers and software applications including SAP.
• Operate powered industrial equipment.

Responsibilities

• Provide customer service and direction regarding the daily activities of a team at the branch location.
• Clarify direction for team members by projects, priorities and company strategy and provide continued feedback.
• Help improve the achievement of essential operational metrics in customer satisfaction, sales, safety, and operational improvements.
• Provide a creative customer experience and ensure customer retention and satisfaction.
• Provide frequent, direct and candid feedback to strengthen or enhance skills needed to run branch operations.
• Monitor counter transactions to provide appropriate guidance to team members.
• Facilitate team member onboarding and ongoing training.
• Build work schedules to ensure productivity and staffing levels.
• Assess processes for improvement opportunities using Continuous Improvement methodology. Suggest and implement changes to enhance defined processes and improve sales and service.
• Foster between all internal partners including Sales, Branch Network, Customer Service Centers, and Onsite Services teams
• May take and respond to emergency customer calls after hours

Skills

Customer service

Sales experience

Management experience

SAP

Education

High school diploma or Bachelor's degree

Tools

SAP

Job description

W. W. Grainger, Inc.

is seeking a Branch Team Lead in Pittsburgh to supervise daily branch operations, guide a customer-service focused team, and drive performance against key metrics. You will set priorities, mentor staff, and ensure consistency with company strategy to achieve strong customer satisfaction and sales results. The role requires 3+ years of customer service and sales experience, plus 2+ years in management within a service environment.