Field Operations Specialist for Customer Service
3 weeks ago
As a leading industrial distributor, Grainger is dedicated to providing value for customers and fostering an engaging culture for team members. We're seeking a highly motivated Field Operations Associate to join our team as we continue to lead the industry over our next 100 years.
We Keep The World Working by serving more than 4.5 million customers worldwide with products delivered through innovative technology and deep customer relationships. This unique hybrid role supports both business functions in a particular market and involves customer-facing activity, requiring strong ability to remain agile and organized.
Responsibilities
The duties of this position can be broken down into two categories (Keep Stock & Branch).
- Branch Responsibilities:
- Ownership of the entire customer experience, including product selection based on customer requirements, accurate order entry and maintenance, picking product, and safely loading customer vehicle.
- Perform actions with branch sales focus to capitalize on sales opportunities and encourage customer loyalty to deliver revenue targets.
- Promote Company products and services to customers and provide substitutions where required.
- Maintain well-rounded knowledge of products and tools sold, including certification completion.
- Process customer transactions, provide customer updates when required on delivery, lead times, quotes, etc.
- Management and tasks related to filling vending machines and Vendor Managed Inventory (VMI).
- Collaborate with KS customers on program/product updates for vending/VMI program.
- Keep Stock Responsibilities:
- Service customer's specific needs, including Vendor Managed Inventory, vending unit replenishment, etc.
- Evaluate proper product stocking levels at customer locations by scanning for orders as inventory is depleted.
- Oversee customer inventory locations by ensuring proper labeling and quantities on hand are accurate.
- Meet regularly with key customer contacts to ensure needs are being met and products are available, including scanning, put away, and spot buys of products.
- Resolve customer problems promptly and accurately in a manner that will retain and promote customer loyalty.
- Follow designated customer route as defined by routing software tools.
- Document standard operating procedures at customer locations to provide direction to back-up resources to ensure continuity of service.
- Identify continuous improvement opportunities in productivity, process improvement, and cycle time with all sales and services activities.
- Comply with safety and inspection requirements of the facility where the service is being provided.
Requirements
This role requires a high school diploma and 1-3 years' experience in retail/selling or customer service environment. The successful candidate must have some flexibility to work hours to accommodate branch operations, ability to safely learn and operate powered industrial equipment, forklift, and self-motivation with high energy and dedication to customer service and sales growth.
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