Sales & Service Representative (Ssr)

7 months ago

Fort McMurray, Canada W.W. Grainger Full time

**Position Function**:
Under the general direction of the Branch Manager, this position supports the growth of the branch business by driving profitable sales growth and customer service through understanding.

**7 days on / 7 days off: 7:45AM - 7:45PM (day shift only)**

**Principal Duties & Responsibilities**:

- Interact, respond and follow up with customers on a daily basis, promptly responding to all inquiries in a courteous and efficient manner
- Sell a diversified line of products over-the-counter promoting Private Brands, Technical Services and ecommerce channels whenever possible and be able to provide an understanding of the Grainger Value Proposition to customers.
- Contribute proactively to improvements in branch profitability and product Gross Margin.
- Processing customer orders through the computer system, ensuring accuracy and prompt delivery
- Maintain a well-rounded knowledge of products sold including the completion of the required training programs.
- Promote Company products and services to customers and provide substitutions where required
- Adhere to the 5S program and take an active role in the branch’s cleanliness and maintenance
- Maintain knowledge and ensure compliance of safety policies and procedures of Occupational Health & Safety Act, WHMIS, Transportation of Dangerous Goods Act, and all related governing legislation
- Other branch support related duties including but not limited to supporting the warehouse functions as required
- May take and respond to emergency customer calls after hours and able to work extended hours including evenings and weekends as required.
- Provides a differentiated customer experience in order to solve problems and ensure customer retention and satisfaction.
- Assists in driving the achievement of key operational metrics in the areas of customer satisfaction, sales, safety, and operational improvements by utilizing available tools and reporting.
- Utilizes sound judgment and best practices to resolve complex customer concerns.
- Service the customer’s specific needs. May include but not limited to Vendor Managed Inventory, Nexiant unit replenishment etc.
- May Participate in Continuous Improvement (CI) Team meetings and CI on-site initiatives as required.
- Call on customer personnel/locations as agreed and identified by the customer and Manager
- Observe all aspects of the customer’s operations looking for opportunities that will assist the customer and AGI in meeting the agreed goals of the relationship
- Other duties and responsibilities as required for the position

Job Requirements:
**Preferred Education & Experience**:

- A minimum of 1 to 2 years previous customer service experience is required
- Demonstrates a strong work ethic and personal commitment to get the job done
- Demonstrated focus on “wowing” the customer with exceptional service
- Team-player and an ability to work independently
- Knowledge of industrial and/or safety products is preferred
- Superior interpersonal, problem solving and customer service skills to effectively build relationships
- Strong communication skills, ability to convey message in an organized, clear and effective manner
- A self starter, taking action to achieve goals beyond what is required
- Strong time management and organizational skills, with proven ability to adhere to tight deadlines
- Proficient computer skills and aptitude
- Knowledge of dangerous goods and WHMIS regulations is required
- Possession of a valid driver’s license and a reliable vehicle (if driving required)
- Completion of High School Diploma at a minimum and Post Secondary education or equivalent work experience

**Work Environment**:

- Position reports to a Branch Manager
- Able to work in a fast paced changing environment.
- Significant daily interaction with team members, managers, customers, and local sellers.
- Work is performed in an showroom or warehouse environment with a moderate noise level and frequent distractions. Mutiple Customer site locations
- Majority of time is spent standing and walking.
- Physical requirements may include reaching, grasping, climbing, standing and bending. Must be able to regularly lift up to 50 pounds, unassisted and heavier loads with assistance.
- Regular use of computer, keyboard and mouse.

**Working Relationships**:

- This team member will partner with customers, vendors and contractors.
- Fosters open communication between all internal business partners including Sales,, Contact Centers, Distribution Centre, EH&S and On-Site Services teams.
- Support the sales team through up selling, service, pricing, delivery and inventory inquiries.
- Contribute to and build strong community relationships.

The position may require you to attend at our customers’ sites. Some customers may have alcohol and drug screening policies for on-site contractors and vendors. You may be required to submit to such customer screening procedures as and when requested as a condition of being permitted

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