Field Service Representative

3 weeks ago


Trail, Canada CB Canada Full time

Job Summary:

The On-Site Service Representative plays a vital role in supporting Grainger's strategic vision to be Our Customers' First Choice by providing exceptional customer service and solutions to customers in managing their inventory. This dynamic role involves working closely with cross-functional business partners to help customers understand how Grainger can provide tailored solutions to their business' MRO needs.

Main Duties and Responsibilities:

Customer Service:

  • Deliver top-notch customer service by receiving and stocking purchased products, ensuring proper product stocking levels, and overseeing customer inventory locations to guarantee accurate labeling and quantities.
  • Meet regularly with key customer contacts to ensure their needs are met and products are available, including scanning, put-away, and spot buys of products.
  • Resolve customer problems promptly and accurately to retain and promote customer loyalty.
  • Follow a designated route as defined by routing software application and tracking tools.
  • Document standard operating procedures at customer locations to provide direction to backup resources and 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 at each customer location.

Account Growth:

  • Help generate new orders by engaging with customers to identify additional product needs and capturing spot buy opportunities.
  • Probe for customer needs during each site visit and provide leads to assigned Account Manager.
  • Reinforce the value of installing or using Grainger services or solutions to benefit customers' businesses.

Cross-Functional Partnerships:

  • Execute the onsite service component of account strategy as defined by cross-functional local leadership.
  • Participate in implementation call reviews with Account Manager, District Sales Manager, and Supervisor to assess viability of Inventory Solutions offerings at a customer site.
  • Collaborate with sales partners to expand Grainger services and offerings in assigned customer locations.

Required Qualifications:

  • High school diploma and 1-3 years' experience in selling or service environment.
  • Self-motivated, high energy, and dedication to customer service and sales growth.
  • Ability to collaborate effectively with tact and diplomacy with internal and external customers and cross-functional partners.
  • Demonstrated ability to apply strong judgment, independent problem-solving skills, and understanding of Grainger's Core Value Proposition.
  • Ability to handle technical and operational issues.
  • Operate in a rapidly changing environment.
  • Excellent verbal and written communication skills.
  • Background checks and drug screening may be required.
  • Must possess and maintain a valid driver's license in province of residence.

Other Work Requirements:

  • Ability to lift 25 to 60 lbs. and perform regular lifting, pushing, or pulling of weights.
  • Work on-site at customers' facilities, often requiring personal protective equipment.
  • Comply with safety, security, and inspection requirements at each customer location.
  • Use computers, scanners, and interact with Grainger products daily.


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