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Customer Service Team Lead
2 months ago
Grainger is seeking a highly skilled and experienced professional to fill the role of Branch Team Lead. As a key member of our branch leadership team, you will be responsible for leading the daily operations of our branch location, ensuring exceptional customer service and operational excellence.
Key Responsibilities- Customer Service and Direction: Provide customer service and direction to team members regarding daily activities, projects, and priorities.
- Project Management: Clarify direction for team members by projects, priorities, and company strategy, and provide continued feedback to strengthen or enhance skills needed to run branch operations.
- Operational Improvement: Help improve the achievement of essential operational metrics in customer satisfaction, sales, safety, and operational improvements.
- Customer Experience: Provide a creative customer experience and ensure customer retention and satisfaction.
- Team Development: Provide frequent, direct, and candid feedback to strengthen or enhance skills needed to run branch operations, and facilitate team member onboarding and ongoing training.
- Scheduling and Productivity: Build work schedules to ensure productivity and staffing levels.
- Process Improvement: Assess processes for improvement opportunities using Continuous Improvement methodology, suggest, and implement changes to enhance defined processes and improve sales and service.
- Internal Partnerships: Foster relationships with all internal partners, including Sales, Branch Network, Customer Service Centers, and Onsite Services teams.
- Emergency Response: May take and respond to emergency customer calls after hours.
- Education: High school diploma or Bachelor's degree preferred.
- Experience: Minimum 3 years customer service and sales experience, and 2+ years of management experience in a customer service environment.
- Skills: Competence in the use of computers and software applications, including SAP, and ability to operate powered industrial equipment.
- Medical, Dental, and Vision Insurance: Coverage starts day one.
- Paid Time Off (PTO) and Holidays: 6 PTO days and 6 company holidays per year.
- 401(k) Company Contribution: 6% company contribution each pay period.
- Employee Discounts and More: Various rewards and benefits available to team members.
