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| Title of job: |
Customer Service Team Leader - PT -Bethlehem, PA |
| Job Location: |
Bethlehem, Pennsylvania, 18017 |
| Job Type: |
Contract to Hire
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| Price Range: |
| Hourly Rate: |
$5.00 and $50.00 per hour, open-ended |
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| Start Date: |
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| End Date: |
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| Categories: |
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| #1 |
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Business |
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Administrative / Clerical |
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Customer Service |
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| Qualifications: |
| #1 Must be at least 18 years old. |
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| #2 High School diploma/GED; some college preferred |
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| #3 2-3 years customer service and sales experience |
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| Job/Project Details: |
ABOUT THIS OPPORTUNITY
Look what GRAINGER has to offer...Competitive pay, Excellent Benefits and a Great work schedule!!
We are seeking a Part-Time Customer Service Team Leader / Inside Sales Associate to join our growing team.
Grainger's typical operating hours are Monday through Friday from 7 a.m. – 5 p.m. As a part-time employee, you would be expected to work 20 - 30 hours during normal business hours.
The Team Lead / Inside Sales Associate works through multiple service channels to consistently provide a high level of customer service, as defined in the Grainger Service Promise. They navigate customers to solutions that help them get the job done and they drive sales growth by engaging in actions that identify leads for further selling opportunities with every customer. Provides assistance as needed to CSA's in the areas of system navigation, catalog use, product knowledge and sourcing.
Principal Duties and Responsibilities include:
- Executes the Grainger Service Promise and demonstrates, by action, the company Values.
- Quickly responds to the needs of customers by effectively communicating product and service offerings over the phone or in person. Answers questions and assists in the selection of products.
- Utilizes effective probing and listening skills to generate lead opportunities. Recognizes and responds to cross-sell opportunities and is able to successfully convert inquiries into orders. Asks for the sale and goes after additional sales.
- Is knowledgeable about product promotions and effectively and proactively communicates them to increase sales and improve customer awareness of product and service capabilities.
- Resolves customer issues promptly and accurately in a manner that will retain and promote customer loyalty.
- Understands the top customers in the branch and any TLC customers' needs.
- Acts as a team member within and outside the assigned branch and helps out in other areas as required.
- Opens new accounts, conducts customer surveys and loads customer vehicles as required. Performs new account audit and follow up.
- Assists Sales Partners with Inventory Solutions implementations including data collection, small scale cross referencing, site set up, customer training and ongoing customer service.
- Accurately picks will call and counter orders. Ensures will call orders are ready when the customer arrives to meet Will Call Ready Rate (WCRR) metrics.
- Audits and purges pick tickets daily to meet BBX standards and supports all other BBX requirements.
- Completes the Daily Cash Report (DCR).
- Captures lost/demand in an effort to improve product stocking levels resulting in increased conversion rate.
- Applies credit, pricing and freight procedures to meet customer expectations while minimizing financial risk for the organization.
- Meets established volumes for number of calls taken or customer interactions handled and can adhere to a strict schedule.
- Uses the SAP system to provide information on pricing, availability and alternate product selection to complete customer transactions. Also uses the system (CIC) to keep accurate records of customers' transactions, inquiries and feedback as well as actions taken.
- Guides customers to other internal resources such as Technical Support, Credit, Parts and Sourcing, or Sales as necessary.
- Shares relevant customer information with Sales partners.
- Takes personal ownership for meeting established individual and team metrics.
- Maintains inventory accuracy and minimizes multiple locations through effective use of scanning equipment and other inventory maintenance reports.
- Performs smart cycle counts, annual inventory and stock alignments as required.
- Assists with showroom merchandising maintenance.
- Participates in all required training to ensure proper compliance of HAZMAT/Refrigerant when processing transactions. Completes product training courses as required.
- Performs housekeeping duties to ensure branch appearance meets Grainger standards.
- Other duties as assigned.
Preferred Education & Experience:
- Must be at least 18 years old.
- High School diploma/GED; some college preferred.
- 2-3 years customer service and sales experience
- Demonstrates a commitment to provide superior customer service.
- Effective communicator, comfortable interacting with customers and internal partners in a professional manner in person and via the phone.
- Works quickly and accurately to accomplish tasks despite competing demands and a fast-paced environment.
- Is aware of own strengths and weaknesses. Is open to developmental feedback and takes responsibility for personal development.
- Must be computer literate and able to learn appropriate software programs including SAP.
- Must be able to learn and pass competency assessments specific to industry regulatory requirements.
- Able to operate powered industrial equipment as needed.
- Professional in appearance, attitude and action.
- Must pass a pre-employment drug screen and background check.
The Sales Associate reports directly to a Customer Service Manager or Branch Manager and may take daily direction from Sales Team Leads. This position has significant daily interaction with customers, other branch team members and members of the Sales staff. Work is performed in an office and warehouse environment with a moderate noise level and regular distractions. Most of the time is spent sitting when serving customers on the phone but standing when serving customers at the counter. Physical requirements include moving from one place to another, reaching, lifting, climbing, standing and bending. Employees in this position must be able to regularly lift up to 50 pounds unassisted and heavier loads with assistance; the majority of time is spent standing and walking. Verbal and written communication skills are also needed; regular use of a computer, keyboard and mouse are also required. The Sales Associate must be able to take direction, but also to work independently and to change focus to meet changing demands of the business. Candidates must have the ability to work weekends as needed.
Besides offering a comprehensive compensation package, Grainger also provides excellent promotional opportunities.
Apply today to express your interest in a great organization!!
Grainger is a Fortune 500 company and the leading broad line supplier of facilities maintenance products serving businesses and institutions throughout North America with sales of over $5 billion. Through its network of nearly 600 branches, large distribution network and multiple Web sites, Grainger helps customers save time and money by providing them with the right products to keep their facilities running.
If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=477587-1597-5982 |
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