The Domestic Export Contact Center supports US Customers and Government Customers who will be exporting outside of the US. Our team supports the customer’s ordering needs by phone calls, emails, and even Click-to-Chat (Piloting April, 2016). The staffed hours are 7a-5:30p CST, Monday through Friday, and at this time there are no virtual positions.
The ideal team member to join the Domestic Export Contact Center will feel comfortable working through multiple service channels to consistently provide a high level of customer service. They will take pride in navigating customers to solutions that help them keep their business and Grainger’s thriving. They will enjoy opportunities to drive sales growth by engaging in actions that identify leads for further selling opportunities with every customer.
Qualities of an ideal candidate for this role:
• Executes the Grainger Service Promise and demonstrates by action the company Values
• Assists customers in the selection of product by effectively communicating product, lead times, availability, export restrictions, and service offerings
• Uses the SAP and SOE systems to provide information on pricing, availability and alternate product selection to complete customer transactions
• Asks for the sale and goes after additional sales
• Utilizes effective probing and listening skills to generate opportunities
• Recognizes and responds to cross-sell opportunities and is able to successfully convert inquiries into orders
• Naturally organized, driven to meet high standards, and is motivated
• Receptive to learning and using knowledge pertaining to Compliance, Transportation, and Exporting Restrictions
• Resolves customer problems promptly and accurately in a manner that will retain and promote customer loyalty
• Works well independently
• Uses the CIC to efficiently record and process orders, faxes, pending returns, returns, debits, credits, sourcing orders, inquiries, feedback and quotes
• Takes personal ownership for meeting established individual and team metrics.
• Works effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems
• Participates in all required training to ensure proper compliance of HAZMAT and refrigerant when processing transactions. Completes product training courses
Position Requirements
• Must be at least 18 years old
• High School diploma or equivalent
• 2-3 years customer service, sales experience in addition is a plus
• Demonstrates a commitment to provide superior customer service
• Effective communicator: comfortable interacting with customers and internal partners in a professional manner in person, by phone, and by written communication
• Is aware of own strengths and weaknesses, open to developmental feedback, and takes responsibility for personal development
• Must be computer literate and able to learn required software programs including but not limited to SAP, SOE, CRM, I360
• Must be able to learn and pass competency assessments specific to industry regulatory requirements
• Professional in appearance, attitude and action
• Must pass a pre-employment drug screen
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.
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