Inside Customer Service Rep. Manager

Work location

• Work location type: onsite.

Compensation

• Base salary range is $88,960–$122,320, with eligibility for a 15% incentive target contingent on individual and company performance.
• Actual compensation may vary based on work location, experience, and skills; the stated range is an estimate and may change.
• The posting is for an existing vacancy.

Position summary

Business leadership

• Translate leadership direction and business strategy for team members, including change management.
• Make fact-based business decisions aligned with business objectives and company principles.
• Lead work that drives service, sales growth, customer relationships, internal partnerships, employee development, and expense or budget management.
• Equip the team with service expertise and build strong internal and external partnerships.
• Develop and monitor operating systems, policies, procedures, operating structure, and information flow.
• Present business results during Quarterly Business Reviews.

Operational excellence

• Develop and implement the Customer Service Centre functional strategy and drive key service performance indicators.
• Lead the team in meeting service commitments and complying with standard operating procedures.
• Drive continual process improvement and ensure productivity, service, and quality standards are met or exceeded.
• Manage team activities and accountability for goals, objectives, and operational policies.
• Review performance metrics, diagnose underperformance, and develop improvement plans.
• Implement staffing strategies responsive to business needs and payroll budgets.
• Maintain product knowledge, lead quality projects as needed, and maintain safety and security for team members and customers.

Talent management

• Create an engaged and empowered team environment and remain open to diverse ideas.
• Identify, organize, and lead scalable operational development opportunities that strengthen the Customer Service strategy.
• Conduct performance review discussions to set, monitor, and execute expectations and goals.
• Coach team members’ growth and development using available resources.
• Support recruitment, selection, onboarding, coaching, and rewards processes.

About Grainger

Requirements

• Provide leadership and guidance to the Customer Service team.
• Make fact-based business decisions aligned with customer and business objectives.
• Manage team goals, objectives, and operational policies while balancing service, sales growth, employee development, and expense or budget needs.
• Develop and monitor operating systems, policies, procedures, structure, and information flow.
• Drive service KPIs, productivity, quality standards, and continual process improvement.
• Develop staffing strategies responsive to business needs and payroll budgets.
• Coach team members and conduct performance review discussions to set and monitor goals.