Lead Sales and Service Representative

Role Overview

• Supports branch leadership in a facility with multiple members along the Branch Manager & Supervisor.
• Provides peer-to-peer coaching to support the continued development of skills and confidence of team members to effectively perform branch operations.
• Delegates and assigns duties based on workload variance.
• Support the leadership team in conducting incident reviews in the event of a safety incident completing Grainger internal requirements as well as partnering with the appropriate customer stakeholders to complete any required investigations and provide documentation.
• Report absence calls to leadership team informing of team member absences and working to obtain coverage for absent team members including contacting TMs directly.
• Holding the Onsite Leader cell phone and answering all calls from team members and customers Accommodating location closure requests (Customer request)
• Manage afterhours requests on night shift.
• Participate in scheduled customer calls.
• Sign off on Team Member FLHA
• Complete Behavior Based Safety Observations for team members.
• Participate in all H&S initiatives including walk throughs of all locations and conduction Field Level Hazard Assessment
• Transporting of inventory/tools across the customer facility
• Support Tool Management initiatives including the creation of quotes, orders, e-mails with the onsite customer, processing orders, sending tools for repair/re-cert, following up with status of repairs, coordinating return of tools to site and home locations.
• Sign off on BBX requirements in crib/store locations, when needed
• Obtain Fit Test certification to allow for conducting fit testing requirements (where applicable)
• Partner with the Inventory team to complete stock alignments, one-time orders, and MI’s
• Conduct “Toolbox Talks”
• Support the management of a customer specific inbox.
• Respond to and work directly with customer stakeholders as required.
• Support in Vending/VMI implementations, maintenance and replenishment, when needed
• Assist with vendor visits and onsite training
• Provides exceptional customer service, leads by example, and utilizes sound judgement & best practices to resolve customer concerns.
• Support the onsite team with daily tasks such as customer quotes, processing of orders, returns, receiving and put away of stock, serialization of tools, staging tools for repair/recert, sourcing orders, vendor/customer/internal follow ups, as well as other company initiatives & projects.
• Fosters open communication between all internal business partners including inventory, sourcing, product management, National Accounts, and other Onsite teams.
• Facilitates team member on-boarding and on-going training.
• Maintain a well-rounded knowledge of products sold including the completion of the required training programs.
• Assists in driving the achievement of key operational metrics in the areas of customer satisfaction, sales, safety, and operational improvements.
• Suggests and implements changes to enhance defined processes and improve sales and service.
• Ensure team compliance with all regulatory issues and company policies.
• Other onsite support related duties as required.

Requirements

• Highschool Diploma or equivalent preferred.
• 1-3 years of customer service and sales experience in a related field preferred.
• Previous leadership experience would be a definite asset.
• Passion for customer service, sales, and people development with an ability to energize others and work within high performing teams.
• Ability to adapt to shifting demands and competing priorities.
• Ability to understand and articulate the vision of Grainger to all team members.
• Proficient computer skills and aptitude in the use of computers and software applications.
• Ability to safely learn and operate powered industrial equipment.
• Possession of a valid driver’s license and ability to operate a Grainger Truck safely on a customer site is required.

Benefits

• Medical, dental, vision and prescription drug coverage
• Paid time off (PTO) and up to 12 company holidays per year (dependent on home province)
• Life insurance coverage, including spousal and dependent life insurance.
• Employee Family Assistance Program to help team members with physical, emotional, mental, financial and other concerns
• Registered Retirement Savings Plan & Defined Contribution Pension Plan to help you save for your financial future
• Educational & Professional Membership Fee Assistance program
• Employee discounts, team member perks and more!