What are the responsibilities and job description for the Mgr, TPS Customer Experience position at Grainger?
Work Location Type: Onsite
As a leading industrial distributor with operations primarily in North America, Japan and the United Kingdom, We Keep The World Working® by serving more than 4.5 million customers worldwide with products delivered through innovative technology and deep customer relationships. With 2023 sales of $16.5 billion, we’re dedicated to providing value for customers, fostering an engaging culture for team members and driving strong financial results.
Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe. As a 2024 Glassdoor Best Place to Work and a Great Place to Work-Certified™ company, we’re looking for passionate people to join our team as we continue leading the industry over our next 100 years.
Compensation
The anticipated base pay compensation range for this position is $85,300. to $142,200. This position is eligible for participation in our short-term incentive program in accordance with the terms of the applicable plan.
The range provided 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.
Position Details
The Manager, Customer Experience is responsible for direct management of a team of 15 Customer Experience Agents. The leader role is the key to ensuring Grainger contact center teams are delivering peak performance. This is done by providing direct coaching to NEX team members and Supervisors. The leader ensures engagement from the entire team and ensures that the team is able to overcome obstacles.
Manage processes to ensure compliance with company policies/procedures, continual process improvement. 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.
You Will:
- Own business partner relationship to ensure cross functional operations are optimal (i.e. Sales, Branches, etc ).
- Handle high level Sr. Management escalations (i.e. Help Phone or Seller inquiries).
- Participate in Organizational involvement:
- Develop staffing recommendations and partners with WFM & training and onboarding plan for the team (i.e. TPS/SCS).
- Own a process/project as applicable.
You Have:
- Bachelor’s degree preferred.
- 3 years' customer service experience.
- 3 years' supervisory experience with 2 years' experience leading leaders.
- Proven process improvement experience (analytics, problem-solving, and decision making skills) in order to drive results. Experience in LEAN preferred. Demonstrate excellent communication and organization skills, employee development skills, and team building.
- Passion for customer service, sales and team member development with an ability to engage and energize others.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
We are committed to fostering an inclusive, accessible 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. With this in mind, should you need a reasonable accommodation during the application and selection process, please advise us so that we can provide appropriate assistance.
Salary : $85,300 - $142,200
