Full Time On-Site Service Specialist - Grand Rapids, MI

Company Overview:

Position Description:

Customer Service:

• Services multiple customer locations on a daily basis doing the following:
• Receives and stocks purchased product in designated customer locations
• Ensures proper product stocking levels at customer locations by scanning for orders as inventory is depleted
• Oversees customer inventory locations by ensuring proper labeling and quantities on hand are accurate
• Ensures accuracy of all activities related to KeepStock Solutions at multiple customer sites
• Knowledgeable of Grainger’s offer to help streamline orders through system integration
• Meet daily with a schedule of key customer contacts to ensure needs are being met and products are available. This includes scanning, put away and spot buys of products.
• Resolves customer problems promptly and accurately in a manner that will retain and promote customer loyalty.
• Follows designated route as defined by routing software application and tracking tools
• Identifies continuous improvement opportunities in productivity, process improvement, and cycle time with all sales and services activities
• May assist in customer training based on the implemented solution.
• Performs necessary duties to maintain a clean, safe and organized working environment
• Guides customers to other internal resources such as Technical Support, Credit, Grainger Parts and Sourcing or Sales as necessary
• Supports the customer’s product ordering needs, product selection and technical support.
• Comply with the safety and inspection requirements of the facility where the service is being provided.
• Provides excellent customer service by resolving problems promptly and accurately in a manner that will retain and promote customer loyalty
• Directly impacts the short and long-term financial results of KeepStock Solutions and customer account growth
• Uses independent judgment to quickly solve a customer’s problem using limited standardized practices
• Empowered to make decisions that support Grainger’s commitment to the customer’s installed inventory management solution

Execution Excellence:

• Perform machine break/ fix activities for various machines at the customer’s site
• Executes Non Route Based Activities (NRBA) standards as escalated by OSR and follow Standard Work
• Performs data collection at the customer’s site. Ensures accurate information is collected to help direct the KeepStock implementation process
• Perform implementation duties for new customers or new services
• Assists customers with staging, labeling and organizing product at a customer site.
• Executes product relocation and discontinuation process
• Training expert to develop new hires on standard processes

Cross-Functional Partnerships:

• Will work at customers’ facilities, typically a plant type of facility where conditions can be noisy and space can be limited
• Executes onsite service component of account strategy as defined by cross-functional local leadership (Manager Onsite Services, Account Manager, Field Sales Rep, Field Sales Manager, District Sales Manager, Inventory Specialists, Branch Services, and KeepStock Support Teams and Customers)
• Participates in implementation call reviews with sales partners to assess viability of Inventory Solutions offerings at a customer site
• Works collaboratively with sales partners to expand Grainger services and offerings in assigned customer locations
• Some interaction with vendors, freight carriers and other internal business partners
• Act as a Trainer/Peer Mentor new Onsite Service Representatives
• Reports directly to Manager Onsite Services

Position Requirements:

• Demonstrates a commitment to provide superior customer service
• Proven ability to problem solve minor mechanical equipment issues
• Able and willing to work in a warehouse environment on a consistent basis during initial training period or as needed based on business need
• Effective written and verbal communicator, comfortable interacting with customers and internal partners in a professional manner in person and via the phone
• Must be computer literate and able to learn required software programs
• Must be self-directing, managing several projects simultaneously
• Background checks, drug screening may be required (as warranted by Company, customer or DOT requirements in working on-site and/or operating equipment)
• Must possess and maintain a valid driver’s license in state of residence
• Must carry required levels of automobile insurance
• Significant daily interaction with customers, OSS support team, branch and sales team members
• Will use computers, scanners, and be in contact with Grainger parts & supplies on a daily basis
• May be required to drive a Grainger vehicle for customer deliveries
• Physical requirements include moving from one place to another, reaching, lifting, climbing, standing and bending
• Must be able to take direction, but also to work independently and to change focus to meet changing demands
• May require travel to local &/or rural markets
• High School Diploma or equivalent preferred, not required
• 3-5 years of experience in related field preferred, not required
• Able to operate powered industrial equipment as needed

EEOC Statement: