Customer Care Representative
About the role
Imperial Supplies, a Grainger Company, is a national distributor of quality maintenance products. Serving the fleet maintenance industry since 1958, Imperial has formed lasting relationships with customers by tailoring our services to meet their changing needs. Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe. As a Great Place to Work-Certified™ company, we’re looking for passionate people to join our team as we continue leading the industry.
We are looking for a dynamic person to support our team as a Customer Service Representative in our Contact Center. As a Customer Service Representative, you will provide superior service and support directly to Imperial associates and customers. Resolve varied customer problems and inquiries, including those most complex, through a variety of service channels to satisfy the needs of Imperial’s customers based on the set quality standards. Assist sales staff in meeting corporate revenue and growth objectives.
This is a hybrid opportunity based in Green Bay, Wisconsin, working Monday–Friday with no nights and no weekends.
Responsibilities
- Provide Imperial’s customers with the best solutions; efficiently utilize available tools and resources for accurate account verification, product selection, order entry, project requests, and additional customer-related items.
- Accountable for accurate and timely account order processing and identifying additional product add-ons to increase sales and company revenue.
- Manage the returns process for all of Imperial’s customers and provide direct outbound communication to these customers regarding their returns and reshipments.
- Answer all customer inquiries including complex situations via phone, such as price quotes, product availability, order placement, scanner troubleshooting, and returns.
- Confirm deliveries, complete order tracking, generate EZ Order Forms and bin labels, and manage other level one project requests within the agreed-upon service level.
- Maintain accurate and up-to-date customer documentation within Imperial’s database.
- Assist the sales team in meeting their revenue goals by:
- Supporting Imperial’s level two, complex customers through order entry, new product requests, cross-referencing, quoting, SharePoint, etc.
- Directly communicating with specialized customers requiring a single point of contact for all inquiries.
- Providing DAA territory coverage during Sales PTO days when needed, including short- and long-term periods.
- For long-term coverage, maintaining the DAA’s outbound call schedule as directed.
- Work collaboratively and build strong relations with internal and external customers by delivering an elevated level of quality service.
- Collaborate and communicate with other internal/external partners when needed to resolve complex customer inquiries.
Requirements
- Professional written and verbal communication skills.
- Minimum of a high school diploma and strong computer skills.
- Two years of customer service or related experience.
Benefits
- Immediate health, dental, and vision insurance.
- 12 hours of PTO for every full month worked (18 days PTO per year).
- 7 paid holidays.
- 6% of annual earnings contributed to retirement.
Schedule
Hybrid, Monday–Friday; no nights, no weekends.