On-Site Service Specialist (OSS) - Peoria, IL
Company Overview
Grainger is a global leading broad line supplier of facilities maintenance products serving businesses and institutions.
Our 18,000 employees are driven to serve customers and the community in exceptional ways focusing on delivering the highest level of service.
The Grainger team works closely with customers to better understand their challenges and provide cost-saving solutions.
Grainger's employees serve customers more than 115,000 times every day through multiple channels.
As part of a high-performing team, you ll be able to develop your talents, and make a difference.
Grainger is a Fortune 500 company and a perennial member of Fortune magazine's Most Admired Companies list.
Position Description
Works as a dedicated customer service resource aligned to a specific customer and manages indirect inventory at the customer s location.
In addition to standard KeepStock, duties can include managing Grainger and Non Grainger inventory within a customer tool crib using Grainger or customer specific software and processes.
Partners with the customer to provide Grainger inventory management services aligned with the Grainger or customer s internal processes on the customer s site.
Performs hybrid Onsite Services, Customer Service, and Sales support activities established through custom scope of work processes designed specific to a customer.
Onsite Services:
Manages and stocks customer s inventory levels for Grainger and Non Grainger inventory through KeepStock programs and/or Crib management.
Supports the customer s inventory management and product procurement processes by managing the day to day integration of all in-direct inventory into the customer s work stream processes.
Guides customers to other internal resources such as Technical Support, Credit, Grainger Parts and Sourcing or Sales as necessary.
Customer Service:
Provides excellent customer service by resolving problems promptly and accurately in a manner that will retain and promote customer loyalty.
Seller Support:
Performs product search and select activity directly with customer in house for end users.
Provides quotes based on customer request.
Provides specialized reports requested by the customer.
Utilizes continuous improvement methodologies to drive process costs from the Managed MRO operating model.
Executes the standard work detailed for the specific customer requirements which they are assigned.
Ensures compliance to documented policies for customer site and processes in order to provide superior customer service with the on-site service and to exceed customer expectations.
Comply with the safety and inspection requirements of the facility where the service is being provided.
Directly impacts the short and long-term financial results of KeepStock Solutions and customer account growth
Uses independent judgment to quickly solve a customer s problem using limited standardized practices
Empowered to make decisions that support Grainger s Service Promise and commitment to the customer s installed inventory management solution
Work conditions are typical of a warehouse environment on a consistent basis
Significant daily interaction with customers, OSS support team, branch team members and members of the Sales staff
Reports directly to Manager, Onsite Services
Some interaction with vendors, freight carriers and other internal business partners
Will work at customers facilities.
This is typically a plant type of facility.
Conditions can be noisy and space can be limited
High School Diploma or equivalent preferred
3-5 years of experience in related field preferred
Will use computers, scanners, and be in contact with Grainger parts & supplies on a daily basis
Position Requirements:
Must possess and maintain a valid driver s license in State of residence
Must carry required levels of automobile insurance
Ability to lift 25 to 60 lbs.
Physical requirements include moving from one place to another, reaching, lifting, climbing, standing and bending
Demonstrates a commitment to provide superior customer service
Effective communicator, verbal and written communication, comfortable interacting with customers and internal partners in a professional manner in person and via the phone
Must be computer literate and able to learn required software programs
Is aware of own strengths and weaknesses.
Is open to developmental feedback and takes responsibility for personal development
Must be self-directing, managing several projects simultaneously
Professional in appearance, attitude and action
Background checks, drug screening may be required (as warranted by Company, customer or DOT requirements in working on-site and/or operating equipment)
Must be able to take direction, but also to work independently and to change focus to meet changing demands
Able to operate powered industrial equipment as needed
EEOC Statement
Grainger is an Equal Opportunity Workplace and an Affirmative Action Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status
Estimated Salary: $20 to $28 per hour based on qualifications.
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