Supv, Customer Experience

W. W. Grainger; Tempe, Northern (AZ, KY); Hybrid; USD 62,000 - 104,000; Full time

Benefits offered by this job

Medical/Dental/Vision insurance

Life Insurance

PTO & Holidays

401(k) Retirement Plan

Employee Discounts

Tuition Reimbursement

Student loan refinancing

Financial counseling

Parental leave

Job summary

W. W. Grainger, Inc. in Tempe, AZ, is seeking a Supervisor, Customer Experience to lead onsite and remote team members across phone, email, and chat channels.

You will coach staff, monitor performance metrics, handle escalations, and ensure adherence to contact center procedures while fostering engagement.

The role emphasizes collaboration with partners, hiring readiness, and implementing standard tools and processes to ensure high-quality customer interactions.

Qualifications

• High School Diploma/GED required; Bachelor's Degree preferred.
• 3+ years customer service experience required.
• 2+ years call center supervisory experience preferred.
• Knowledge of contact center operations, service levels, schedule adherence, and customer interaction quality standards.
• Experience coaching team members using performance metrics and providing feedback.
• Experience coordinating with cross-functional partners to resolve escalations.

Responsibilities

• Supervise daily team operations to support service levels and schedule adherence.
• Coach team members through huddles, one-on-one discussions, observation, and performance feedback.
• Monitor performance metrics, identify gaps, and drive improvement actions.
• Review and score customer interactions to support quality standards.
• Coordinate with internal partners to resolve customer escalations in a timely manner.
• Lead adoption of standard tools, processes, and communications within contact center practices.
• Support employee engagement through recognition and feedback.
• Participate in hiring, onboarding, and readiness activities for new team members.

Skills

Customer service

Leadership

Coaching

Communication

Education

High School Diploma/GED

Bachelor's Degree preferred

Tools

CRM systems

Job description

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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 than4.6 million customersworldwide with maintenance, repair andoperating(MRO) products and value-added solutions delivered through innovative technology and deep customerexpertise. Known for its commitment to service and purpose-driven culture, the Company reported2025 revenue of$17.9 billion. For more information, visit www.grainger.com.

Compensation

The anticipated base pay compensation range for this position is $62,300.00 – $103,900.00. This role is eligible for an incentive target of up to 10% or $, based on the achievement of individual and company performance objectives in accordance with the current terms of the incentive program which are subject to change.

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:

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.

The Supervisor, Customer Experience supervises a team of onsite and remote customer experience representatives supporting internal and external customers across phone, email, and chat channels. The role oversees daily team performance, service level execution, customer interaction quality, and adherence to established contact center procedures. The position provides coaching, feedback, and performance support to help team members meet customer experience, productivity, quality, and engagement goals. The role makes independent day-to-day tactical decisions within defined processes and escalates complex issues through established channels.

You Will

• Supervise daily team operations to support service levels, schedule adherence, and consistent contact center execution.
• Coache team members through huddles, one-on-one discussions, observation, and in-the-moment performance feedback.
• Monitor individual and team performance metrics to identify gaps, root causes, and targeted improvement actions.
• Review and scores customer interactions to support quality standards, coaching plans, and consistent customer experiences.
• Support customer escalations by coordinating with internal partners and ensuring timely resolution within established procedures.
• Lead team adoption of standard tools, processes, communications, and operational changes within defined contact center practices.
• Support employee engagement through recognition, listening, communication, and follow-up on actionable team feedback.
• Participate in selection, hiring, onboarding, and readiness activities for new customer experience team members.

You Have

• High School Diploma/GED required and
• Bachelor's Degree preferred
• 3+ years customer service experience required
• 2+ years call center supervisory experience preferred
• Knowledge of contact center operations, service level practices, schedule adherence, and customer interaction quality standards.
• Experience coaching team members using performance metrics, observation, feedback, and documented improvement actions.
• Experience supporting customer escalations and coordinating with cross-functional partners to resolve customer issues.
• Knowledge of employee engagement, onboarding, team communication, and change adoption practices in an operational environment.

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.