Primary Function The Field Support Specialists are the primary contact with our Field partners in handling incoming phone calls and Third Party Customer Service forms to ensure timely completion of customer requests.
The position is focused on customer service by acting as the liaison between Grainger’s suppliers, field inventory, sales, and branch operations on order fulfillment needs and provides customers and field partners (Sales and Branches) with extended service by reactive and proactive resolution of issue relating to transaction discrepancies.
Main duties and responsabilities
Expedite purchase orders and request for items/quotes submitted by the operations staff, customers, and system generated information to confirm receipt and delivery of information.
Support and resolve inbound Field inquiries related to quote/PO expedite, order status, proof of delivery, billing, customer credits and return goods authorizations.
Maintain adherence to schedule, accessibility, and quality standards as it pertains to inbound call and form volume.
Focus on first pass resolution and continuous follow up on open issues.
Maintain and enhance field and supplier relationships by using quality customer service skills.
Utilize best demonstrated practices and continuously improve upon standard work processes
Is aware of own strengths and weaknesses. Is open to developmental feedback and takes responsibility for personal development.
Must be self-directed on a daily basis, take responsibility to complete tasks and make decisions within prescribed guidelines without direct instruction.
Effective time management and organizational skills are required to be able to manage multiple tasks concurrently while still meeting deadlines. Proactive follow-up and working with a sense of urgency is a must.
Managing field support related requests, expedites, providing availability/lead time information, and releasing purchase orders where necessary for direct shipment to Grainger customers, branches, or distribution centers.
Demonstrate best practices by developing and managing working relationships with company personnel and supplier contacts to ensure an effective flow of product within the supply chain.
Educate internal and external personnel by providing dialogue, feedback, and guidance as needed to maintain conformance to Grainger concepts and guidelines.
Provide feedback and guidance as needed to ensure supplier conformance to Grainger performance guidelines and report significant performance issues to Purchasing and/or Product Management.
Must be self-directed on a daily basis, take responsibility to complete tasks, and make decisions within prescribed guidelines without direct instruction.
Must also be able to identify problems as encountered and make quick decisions to determine corrective action, including escalating problems that require additional support or assistance.
W.W. Grainger, Inc. is a broad line, business-to-business distributor of maintenance, repair and operating (MRO) supplies
and other related products and services. More than 3.2 million businesses and institutions worldwide rely on Grainger
for products such as safety gloves, ladders, motors and janitorial supplies, along with services like inventory management
and technical support. These customers represent a broad collection of industries including healthcare, manufacturing,
government and hospitality. They place orders online, on mobile devices, through sales representatives, over the phone
and at local branches. Approximately 5,000 suppliers provide Grainger with more than 1.6 million products stocked in Grainger’s
distribution centers (DCs) and branches worldwide. For more information on Grainger, visit www.grainger.com/investor.
Requisitos
Education and Experience
BS/BA or equivalent experience preferred.
Excellent written, verbal and phone communication skills.
Strong customer service skills.
Strong interpersonal skills that foster collaboration within team, with business partners and with cross-functional teams.
Ability to work, learn and adapt in a fast-paced changing environment.
Ability to prioritize and work multiple tasks at the same time.
Able to maintain a professional attitude at all times, particularly when dealing with people in complex and stressful situations and exhibit a strong sense of urgency.
Systemic thinking and problem solving. Ability to influence decisions with teams without direct management responsibility skills including a comfort level with addressing complex customer issues with Grainger partners and external suppliers.
Self-motivated with the ability to recognize and escalate issues as needed.
Intermediate computer literacy and understanding of MS Office (Excel, Outlook, Access), SAP experience a plus.
Is aware of own strengths and weaknesses. Is open to developmental feedback and takes responsibility for personal development.
Must be self-directed on a daily basis, take responsibility to complete tasks and make decisions within prescribed guidelines without direct instruction.
Effective time management and organizational skills are required to be able to manage multiple tasks concurrently while still meeting deadlines. Proactive follow-up and working with a sense of urgency is a must.
Flexibility to work hours assigned between 7:00 a.m. and 7:00 p.m. based on business needs and volume is required.
