at W.W. Grainger, Inc. in Lake Forest, Illinois, United States
Job Description
About Grainger:
Grainger is a leading broad line distributor with operations primarily in North America, Japan and the United Kingdom. We achieve our purpose, We Keep the World Working, by serving more than 4.5 million customers with a wide range of products that keep their operations running and their people safe. Grainger also delivers services and solutions, such as technical support and inventory management, to save customers time and money.
We're looking for passionate people who can move our company forward. As one of the 100 Best Companies to Work For, we have a welcoming workplace where you can build a career for yourself while fulfilling our purpose to keep the world working. We embrace new ways of thinking and recognize everyone is an individual. Find your way with Grainger today.
Position Details:
The Senior Customer Experience Analyst designs processes that deliver customer experience, quality and efficiency improvements within the Customer Service Centers (CSCs). You will focus on ways to enhance the customer experience and drive efficiency by designing scalable solutions across all commerce activity to allow Customer Service Center (CSC) agents to solve customer problems and reducing customer uncertainty. You will focus on processes within a subset of the customer relationship or commerce tools. You will contribute to projects that impact over 5-7M annual customer interactions across all CSC functions in both Grainger US (GUS) and Grainger Canada (GCAN). This position will report to Senior Manager, Reporting and Analytics.
You Will:
Contribute to the design and optimization of end to end processes within the CSCs.
Utilize data, feedback and observation to uncover pain points. Resolve issues to optimize against those metrics driving productivity and increased customer satisfaction.
Contribute to the definition of metrics, system capabilities (requirements) and designs processes for specific projects within a workstream.
Partner across the CSC organization as well as external partners to build requirements and gain support for solutions.
You Have:
3-5 years of experience in related field.
Bachelor's degree in Business, information technology, Economics/Finance, Marketing, or equivalent work experience required
Analytics and data analysis skill set
Excellent verbal and written communication skills
Strong strategic / innovative thinking
Strong interpersonal skills, ability to interact effectively with front line team members and senior leaders of Grainger
Rewards and Benefits:
With benefits starting day one, Grainger is committed to your safety, health and wellbeing. Our programs provide choice to meet our team members' individual needs. Check out some of the rewards available to you at Grainger.
Medical, dental, vision, and life insurance coverage starts day one
Paid time off (PTO) days and 6 company holidays per year
6% 401(k) company contribution each pay period
Education assistance, including financial counseling, tuition reimbursement and low-cost degree options
Employee discounts, parental leave, and more
DEI Statement
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
"#LI-Hybrid"
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.
