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

This position is hourly. The anticipated base pay compensation range for this position is $14.25.

Rewards and Benefits:

With benefits starting on day one, our programs provide choice and flexibility to meet team members' individual needs, including:

• Medical, dental, vision, and life insurance plans with coverage starting on day one of employment and 6 free sessions each year with a licensed therapist to support your emotional wellbeing.
• 18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date) and 6 company holidays per year.
• 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required.
• Employee discounts, tuition reimbursement, student loan refinancing and free access to financial counseling, education, and tools.
• Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents.

For additional information and details regarding Grainger’s benefits, please click on the link below:

Grainger Benefits

The pay range provided above is not a guarantee of compensation. The range reflects the potential base pay for this role at the time of this posting based on the job grade for this position. Individual base pay compensation will depend, in part, on factors such as geographic work location and relevant experience and skills. The anticipated compensation range described above is subject to change and the compensation ultimately paid may be higher or lower than the range described above. Grainger reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion at any time, consistent with applicable law.

Position Details

Tier Two Support role assists customer-facing teams by offering guidance on standard procedures, system navigation, and identifying solutions to meet customer needs. Help Phone team members also assist in managing, containing and resolving complex escalated customer issues.

You Will

As a Process and System Expert, demonstrates advanced knowledge of Grainger systems and processes to provide guidance to a wide variety of functions within Grainger. This role is designated to support advanced and complex non-routine work assignments as documented within Customer Service Center (CSC) standard work and partner with cross functional business partners to share insights that drive continuous improvement contributing to system and process enhancements by recognizing and recommending areas of improvement, participating in root cause problem solving, and consistently acting as a resource to test solutions. Makes decisions that are guided by precedents, policies and objectives.

In the area of Customer Escalation Support and Containment, assists lower level, peer level, and higher level Team Members in resolving escalations including taking ownership of the interaction as needed to ensure satisfactory outcomes by supporting resolution of escalated customer concerns through direct customer interaction, de-escalation, root cause diagnosis and utilization of critical thinking skills to provide standard and non-standard options to identify an agreed upon solution.

Handles advanced and complex business support duties including non-standard work assignments. Work impacts the completion of operational tasks to support the end-to-end customer experience. Examples include critical delivery and emergency response.

This role provides mentorship and training support within the CSC; as a subject matter expert to support team member skill and development, always maintaining compliance to company policies and procedures and utilizing influence to ensure the same of those they support and delivering information both in individual and group settings to support team member development and process adoption.

You Have

• High School Diploma/GED or equivalent experience required
• 3+ years demonstrated experience in a front-line role within a Grainger Customer Service Center, providing support to internal and/or external customers through the effective use of Grainger systems, tools, and established processes. required
• Knowledge of Grainger’s Customer Service Center operational procedures, systems, and customer support methodologies. (Advanced proficiency)
• Problem-solving abilities with capacity to navigate complex systems and processes, and to operate effectively in ambiguous or undefined situations. (Advanced proficiency)
• Excellent communication and interpersonal skills for effective collaboration with team members, customers, and internal partners. (Advanced proficiency)
• Ability to effectively engage with a diverse range of customer personas, utilizing strong escalation and resolution skills to drive mutually beneficial outcomes that reinforce Grainger’s position as a trusted business partner. (Advanced proficiency)
• Experience in Microsoft Office Suite including Outlook, Word, Excel, and PowerPoint (Advanced proficiency)
• Ability to determine work and/or project urgency and manage time effectively given the autonomy to make decisions that impact their schedule & customer availability. (Advanced proficiency)
• Ability to make independent decisions when appropriate, while effectively managing multiple tasks and navigating across various communication channels in a fast-paced, high-pressure environment. (Advanced proficiency)

Equal Employment Opportunity

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status or any other protected characteristic under federal, state, or local law. We are proud to be an equal opportunity workplace.

We are committed to fostering an inclusive, accessible work environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one’s employment, should you need a reasonable accommodation during the application and selection process, including, but not limited to use of our website, any part of the application, interview or hiring process, please advise us so that we can provide appropriate assistance.