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Customer Service Representative

Company: W.W. Grainger, Inc.
Location: Green Bay
Posted on: January 15, 2022

Job Description:

Are you ready to make a career change?
Join a growing organization that thrives on a strong commitment to our customers and an exciting, dynamic team environment! Check out our office and learn more about our culture:
The Customer Service Representative will:

  • Provide Imperial's customers with the best solutions by efficiently utilizing available tools and resources; be accountable for accurate and timely account order processing and identifying additional product add-ons to increase sales and company revenue.
  • Manage the returns process for all of Imperial's customers and provide direct outbound communication to these customers regarding their returns and reshipments.
  • Answer all customer inquiries including complex situations via phone. Manage level one project requests as needed within the agreed upon service level.
  • Assist the sales team in meeting their revenue goals by:
  • Supporting Imperial's level two, complex customers through order entry, new product requests; cross-referencing, quoting and SharePoint.
  • Directly communicating with specialized customers requiring a single point of contact for all inquiries.
  • Providing territory coverage during Sales PTO days when needed.

  • Maintaining the sales team's outbound call schedule as needed for long term coverage.

  • Work cross-functionally to manage and maintain the entire division move process. Demonstrate sense of urgency while displaying close attention to detail to mitigate customer impact.
  • Actively participate in company initiatives and support a culture of adaptability, change management and continuous improvement by identifying and suggesting process improvements.


    • High school diploma or equivalent and two years' Customer Service or related experience. Associate's Degree and three or more years of experience in a fast-paced contact center environment preferred.
    • Requires typing/PC skills and ability to regularly use computer and phone/headset.
    • Ability to work in a team-based setting, multitask and prioritize through a continually changing workload.
    • Demonstrate strength in making sound decisions and judgment calls with minimal direction.

      Imperial Supplies, a Grainger Company, is a national distributor of quality maintenance products. Serving the fleet maintenance industry since 1958, Imperial has formed lasting relationships with customers by tailoring our services to meet their changing needs. With more National Account Programs in the fleet industry than all of our competition combined, we are recognized for innovative technology and solutions that reduce costs through efficient ordering methods and stringent controls.
      Imperial is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Keywords: W.W. Grainger, Inc., Green Bay , Customer Service Representative, Sales , Green Bay, Wisconsin

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