Customer Experience Specialist Full Time CATANO, PR

Work Location Type :  Onsite      Req Number 333083 About Grainger   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 than 4.6 million customers worldwide with maintenance, repair and operating (MRO) products and value-added solutions delivered through innovative technology and deep customer expertise. Known for its commitment to service and purpose-driven culture, the Company reported 2025 revenue of $17.9 billion.  For more information, visit  www.grainger.com .   Compensation This position is hourly. The anticipated base pay compensation range for this position is $14.14  and  $21.21     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: https://experience100.ehr.com/grainger/Home/Tools-Resources/Key-Resources/New-Hire   Grainger Benefits 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.

Position Details Tier Two Support role assists customer-facing teams by offering guidance on standard procedures, system navigation, and identifying solutions to meet customer needs. Help Phone team members also assist in managing, containing and resolving complex escalated customer issues.   You Will

As a Process and System Expert, demonstrates advanced knowledge of Grainger systems and processes to provide guidance to a wide variety of functions within Grainger. This role is designated to support advanced and complex non-routine work assignments as documented within Customer Service Center (CSC) standard work and partner with cross functional business partners to share insights that drive continuous improvement contributing to system and process enhancements by recognizing and recommending areas of improvement, participating in root cause problem solving, and consistently acting as a resource to test solutions. Makes decisions that are guided by precedents, policies and objectives. In the area of Customer Escalation Support and Containment, assists lower level, peer level, and higher level Team Members in resolving escalations including taking ownership of the interaction as needed to ensure a satisfactory outcomes by supporting resolution of escalated customer concerns through direct customer interaction, de-escalation, root cause diagnosis and utilization critical thinking skills to provide standard and non-standard options to