Primary Function:

The Customer Service Centre Supervisor will lead a team of 12-15 team members and manage the day-to-day operations of the Customer Service Centre, including but not limited to driving workforce efficiencies, customer service, reporting, and performance management. The Customer Service Centre Supervisor ensures engagement from the entire team and ensures that the team is able to overcome obstacles. The role manages the processes to ensure compliance with company policies/procedures, continual process improvement. This role will also ensure the timeliness, quality and effectiveness of all processes performed within a given area of responsibility. Works within organization and cross functionally on special projects to drive Grainger's Growth Map Strategy.

Principal Duties & Responsibilities:

Manages a team and has the authority to performance manage the team

Manages, coaches and leads up to15 approximately employees

Owns business partner relationships to ensure cross functional operations are optimal (ie: Sales, Branches, etc.)

Must have the ability to problem solve both simple and complex issues from team members and business relationship

Develop and implement departmental changes enhancing workflow optimization

Facilitate and/or lead quality excellence amongst team members on special projects as required

Ability to develop and maintain positive employee, customer and cross functional team relations; actively engaged in team member development

Supervises the daily operations of a team of representatives that support internal and external customers that want to place an order, have questions, or concerns regarding their account

Plans, directs, supervises and evaluates workflow

Coordinates work activities to achieve the volume expected to meet operational requirements

Identify and recommend operational improvements

Provides immediate supervision, monitors workflow, assigns tasks, goals and objectives

Provides frequent, direct coaching and development to team members including daily huddles, weekly 1 on 1 coaching , active Individual development plans with all staff and performance management based on Customer Service Centre KPI's

Reviews performance metrics, diagnoses root cause of underperformance and develops improvement plan

Monitors phone calls on a regular basis and scores calls based on internal quality standards

Keeps team informed of key events in the center and solicits feedback

Responsible/ accountable for onboarding, training of new hires

Drives employee engagement through direct interaction and support

Celebrates team and individual success

Preferred Education & Experience:

Completion of post-secondary education, preferably in business or equivalent work experience

Minimum 3 to 5 years of customer service experience

Minimum 1 to 2 years leading a team (effective coaching, team building, training, and development of a team)

Proven process improvement experience (analytics, problem-solving and decision making skills) in order to drive results

Demonstrate excellent communication and organizational skills, employee development skills and team building

Passion for customer service, sales and team member development with an ability to energize and motivate others

Demonstrated flexibility to adapt to shifting demands and competing priorities

Ability to train and coach team members on processes, procedures, compliance and product knowledge

Strong competency in the use of technology and software applications including SAP, CRM, call centre and other emerging technologies

Strong knowledge & competency of Microsoft Office Suite (Power point, excel, outlook, visio)

Ability to plan, organize and delegate work

Ability to influence team members to achieve individual and team objectives

Work Environment:

Ability to work extended hours including evenings/weekends as required

Hours of Operation: Monday to Friday 6AM to 8PM EST

Hours are subject to change, based on business needs

Work location in a Customer Service Centre, branch or work from home (as outlined in the conditions of employment)

Some travel may be required

Extended management by providing floor support, participating and presenting in new hire training

Impact:

Directly influences the work environment through positive employee relations while supporting a focused, empowered, high performance team

Responsible for the integrity of day to day business practices and processes

Responsible for working on special projects and cross functional teams

Coordinates the identification and communication of business issues between teams

Be the voice of the "team members" when it comes to technical issues, staffing issues and/ or customer escalations to ensure Customer Service Centre support teams are aware, partners with to find a recommended solution and action accordingly

Working Relationships:

Interacts frequently with Customer Service Centre support teams, other Managers across the organization

Partners with other areas of the business locally and across the country in finding solutions to ensure an effortless customer experience

Grainger strives to be an employer of choice, to attract and retain top diverse talent, and to provide a safe and positive work environment for all of its team members. As part of Grainger hiring process, pre-employment background checks will be required for all external candidates. Internal candidates will be required to undergo a pre-employment background check when they move from a non-driving role to a driving role and/or a director role and above position.

In accordance with Performance Excellence guidelines, team members are encouraged to apply for positions closely matching their experience/background and that are aligned with their Individual Development Plan. Grainger is committed to the principles and practices of employment equity. We invite all qualified women and men, including persons with disabilities, visible minorities, and Aboriginal Peoples to apply for our career opportunities. Accommodations are available on request for all persons with disabilities taking part in the selection process.

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