Customer Service Centre Supervisor

Work Location Type: Hybrid   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: The base salary for this role ranges between $59,000 - $78,000, with eligibility for an incentive target of  5% which is contingent upon achieving both individual and company performance objectives. The pay range above is not a guarantee of compensation but reflects the potential total compensation for this role at the time of this posting based on the assigned job grade.  Actual compensation will vary depending on factors such as geographic work location, relevant experience and individual skills.  The stated range is a reasonable estimate and may change over time; final compensation may fall above or below the range provided.  Grainger reserves the right to amend, modify, or discontinue its compensation and benefits programs at any time, in accordance with applicable law. This job posting is for an existing vacancy.

The Customer Service Centre Supervisor will lead a team of up to 15 team members and manages 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 meet various challenges within their roles.

The Supervisor manages processes to ensure compliance with company policies/procedures along with continual process improvement and The Supervisor must also ensure the timeliness, quality and effectiveness of all processes are met. Works within organization and cross functionally on various projects to drive Grainger’s strategies.

Responsible for the direct management and supervises the daily operations of up to 15 front line team members that support internal and external customers.

Plans, directs, monitors, and evaluates workflow. Coordinates work activities, assigns goals to meet operational requirements.

Provides regular 1:1 behavioral coaching and situational leadership to drive sustained individual and team performance.

Assists team members to ensure resources are available to complete daily work.

Reviews performance metrics, diagnoses root cause of underperformance and develops informal and formal improvement plans.

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

Keeps team informed of process improvements and changes and solicits feedback.

Participates in the selection/hiring process and supports on-boarding/training of new hires.

Celebrates team and individual successes and drives higher employee engagement.

Identifies and recommend operational improvements.

High school diploma or equivalent; Bachelor degree preferred.

Minimum 3 to 5 years of customer service experience.

Supervisory experience preferred.

Passion for the customer experience and team member development with an ability to energize others.

Strong interpersonal and communication skills.

Exhibits flexibility to adapt to shifting demands and competing priorities.

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

Strong competence in the use of technology and software applications; desired applications include SAP, SOE, Verint, Power BI and other emerging technologies.

Ability to plan, organize and