Bilingual Supervisor, Customer Service Centre (Contract)

Work Location Type: Hybrid As a leading industrial distributor with operations primarily in North America, Japan and the United Kingdom, We Keep The World Working® by serving more than 4.5 million customers worldwide with products delivered through innovative technology and deep customer relationships. We’re dedicated to providing value for customers, fostering an engaging culture for team members and driving strong financial results. Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe.

As a Great Place to Work-Certified™ company, we’re looking for passionate people to join our team as we continue leading the industry over our next 100 years. Compensation The base salary for this role ranges between $67,440 and $92,730, with eligibility for an incentive target of 5% contingent upon achieving both individual and company performance objectives. The pay range above is not a guarantee of compensation but reflects the potential total compensation for this role at the time of this posting based on the assigned job grade.

Actual compensation will vary depending on factors such as geographic work location, relevant experience and individual skills. The stated range is a reasonable estimate and may change over time; final compensation may fall above or below the range provided. Grainger reserves the right to amend, modify, or discontinue its compensation and benefits programs at any time, in accordance with applicable law.

This position is for a 12‑month contract for maternity leave replacement. This job posting is for an existing vacancy. Position Summary The Customer Service Centre Supervisor will lead a team of up to 15 team members and manage the day‑to‑day operations of the Customer Service Centre, including but not limited to driving workforce efficiencies, customer service, reporting, and performance management.

The Supervisor ensures engagement from the entire team and manages processes to ensure compliance with company policies/procedures and continual process improvement. The Supervisor also ensures timeliness, quality and effectiveness of all processes and works cross‑functionally on various projects to drive Grainger’s strategies. Job Responsibilities (You Will) Directly manage and supervise the daily operations of up to 15 front‑line team members that support internal and external customers.

Plan, direct, monitor and evaluate workflow, coordinating work activities and assigning goals to meet operational requirements. Provide regular 1:1 behavioral coaching and situational leadership to drive sustained individual and team performance. Assist team members to ensure resources are available to complete daily work.

Review performance metrics, diagnose root cause of underperformance and develop informal and formal improvement plans. Monitor phone calls on a regular basis and score those calls based on quality standards. Keep team informed of process improvements and changes and solicit feedback.

Participate in the selection/hiring process and support onboarding/training of new hires. Celebrate team and individual successes and drive higher employee engagement. Identify and recommend operational improvements.

Education/Experience (You Have) High school diploma or equivalent; bachelor’s degree preferred. Minimum 3 to 5 years of customer service experience. Supervisory experience preferred.

Passion for the customer experience and team member development with an ability to energize others. Strong interpersonal and communication skills. Exhibits flexibility to adapt to shifting demands and competing priorities.

Ability to train and coach team members on processes, procedures, compliance, and product knowledge. Strong competence in the use of technology and software applications; desired applications include SAP, SOE, Verint, Power BI and other emerging technologies. Ability to plan, organize and delegate work.

Rewards And 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 DEI Statement We encourage you to apply even if your experience doesn't perfectly match this job post as you may still be the right candidate for this role or others. We aspire to create a culture where everyone is comfortable being who they are, can learn and grow to realize their full potential, and is recognized and rewarded for their impact.

We are proud to be an equal opportunity workplace. All qualified applicants are considered for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, age, or disability. Should you need a reasonable accommodation during the application and selection process, please advise us so we can provide appropriate assistance.

Pre‑employment background checks are required for all external candidates. Internal candidates undergo a background check when they move from a non‑driving role to a driving role. #J-18808-Ljbffr