Customer Experience Representative - Lake Forest

W.W. Grainger, Inc.; Lake Forest (IL); Hybrid; USD 22,000 - 31,000; Full time

Benefits offered by this job

Health insurance

PTO 18 days per year

401(k) with match

Tuition reimbursement

Employee discounts

Maternity/paternity leave

Job summary

W.W. Grainger, Inc. is hiring a full-time Customer Service Representative in Lake Forest, IL. The role operates in a hybrid model with on-site training and ongoing support at 100 Grainger Parkway, Lake Forest, IL 60045.

We offer an 8:30 a.m. – 5:00 p.m. schedule on weekdays, paid onsite training for 8 weeks, and a path to remote work after probation based on performance. You will handle inbound calls, assist with orders, and resolve customer inquiries with empathy and accuracy.

Qualifications

• High School diploma or equivalent.
• Minimum 1 year of customer service experience.
• Proficiency with Microsoft Office; CRM experience a plus.

Responsibilities

• Handle a high volume of inbound calls delivering quality service.
• Navigate multiple screens and databases to resolve inquiries.
• Assist customers with orders, pricing, invoicing discrepancies, returns or credit issues.
• Problem-solve independently using available resources to deliver fast, accurate resolutions.
• Collaborate daily in a team-based environment committed to ethics and integrity.
• Maintain attention to detail while managing time-sensitive issues.
• Communicate clearly via phone and written messages.

Skills

Customer service experience

Communication skills

Multitasking

Education

High School diploma or equivalent

Job description

Work Location Type: Hybrid

Req Number 336561

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, visit www.grainger.com.

Compensation

This is an hourly role starting at $19.25/hr.

Rewards and Benefits

With benefits starting on day one, our programs provide choice and flexibility to meet team members' individual needs, including:

• Medical, dental, vision, and life insurance plans with coverage starting on day one of employment and 6 free sessions each year with a licensed therapist to support your emotional wellbeing.
• 18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date) and 6 company holidays per year.
• 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required.
• Employee discounts, tuition reimbursement, student loan refinancing and free access to financial counseling, education, and tools.
• Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents.

For additional information and details regarding Grainger’s benefits, please click on the link below:

https://experience100.ehr.com/grainger/Home/Tools-Resources/Key-Resources/New-Hire

Grainger Benefits

The pay range provided above is not a guarantee of compensation. The range reflects the potential base pay for this role at the time of this posting based on the job grade for this position. Individual base pay compensation will depend, in part, on factors such as geographic work location and relevant experience and skills.

The anticipated compensation range described above is subject to change and the compensation ultimately paid may be higher or lower than the range described above.

Grainger reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion at any time, consistent with applicable law.

Customer Service Representative – Lake Forest, IL

We’re hiring full-time, inbound Customer Service Representatives ! If you’re motivated by helping others, skilled in navigating multiple systems, and thrive in a fast-paced, high-volume environment, we want to hear from you.

You’ll be joining a collaborative team under the leadership of a Supervisor of Customer Experience starting January 4th, 2027. Work location for this position is 100 Grainger Parkway, Lake Forest, IL 60045.

Schedule, Training & Work Environment:

Enjoy your weekends off!
We’re currently hiring for the 8:30 a.m. – 5:00 p.m. shift, Monday through Friday .

Our comprehensive 8-week paid onsite training academy will set you up for success, empowering you to confidently connect with our customers. Training hours are Monday through Friday from 8:00am – 4:30pm at 100 Grainger Parkway, Lake Forest, IL 60045. During training, you will:

• Learn to navigate our systems, software programs, and internal processes
• Build the core service skills you need, including:
• Critical thinking
• Effective communication
• Confident decision-making
• Technical agility

After the successful completion of training, eligible team members can transition to a flexible hybrid work model:

• 3 days onsite / 2 days remote
• Earn in opportunity to become voluntarily remote based on performance after 6 months
• Eligible to bid for alternate shifts after 6 months
• You also have the option of working in the office up to 5 days a week

Grainger will provide all equipment needed to work from home.

Grow with Grainger:

Our highly engaged leaders and supportive team environment will help you learn, grow, and achieve success. Over time, you’ll build the skills needed to advance your career across specialty teams or into other departments of our evolving business.

Our Culture:

We aspire to create a culture where each person is comfortable being who they are, is recognized and rewarded for their impact and can continue to learn, grow and realize their full potential.

You Will:

• Handle a high volume of inbound calls — delivering quality customer service with professionalism, empathy, and efficiency
• Quickly navigate multiple computer screens, software programs, and databases to resolve inquiries
• Assist customers with order placement, product information/identification, product search, pricing, invoicing discrepancies, apply credit, and facilitate returns
• Problem-solve independently, using critical thinking and available resources to deliver fast, accurate resolutions
• Collaborate daily in a positive, team-based environment committed to doing business with ethics and integrity
• Maintain attention to detail while managing complex or time-sensitive customer issues
• Communicate clearly via phone and written messages

You Have :

• High School diploma or equivalent
• Minimum 1 year of customer service experience or experience in a customer-facing role
• A passion for delivering exceptional customer service and creating a positive experience for every customer
• Ability to thrive in a fast-paced, dynamic environment
• Ability to problem solve and make decisions with attention to detail
• A continuous improvement mindset, open to coaching and receiving feedback
• Proven ability to learn new technology and software quickly
• Comfortable navigating multiple programs and screens simultaneously
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams)
• Experience with Customer Relationship Management (CRM) systems and SAP a plus (not required)
• For hybrid/remote work:
• A secure, quiet workspace
• High-speed internet with minimum speeds of 15 Mbps download / 5 Mbps upload, ping under 80ms

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status or any other protected characteristic under federal, state, or local law. We are proud to be an equal opportunity workplace.

We are committed to fostering an inclusive, accessible work environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one’s employment, should you need a reasonable accommodation during the application and selection process, including, but not limited to use of our website, any part of the application, interview or hiring process, please advise us so that we can provide appropriate assistance.