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Posted: Friday, February 2, 2018 6:13 PM

Company Overview 13;
Grainger is a broad line, business:to:business distributor of maintenance, repair and operating (MRO) supplies and other related products and services. More than 3.2 million businesses and institutions worldwide rely on Grainger for products such as safety gloves, ladders, motors and janitorial supplies, along with services like inventory management and technical support. These customers represent a broad collection of industries including commercial, government, healthcare and manufacturing. They place orders online, on mobile devices, through sales representatives, over the phone and at local branches. Approximately 5,000 suppliers provide Grainger with more than 1.6 million products stocked in Graingers distribution centers and branches worldwide.
Position Description 13;
Works through multiple service channels to consistently provide a high level of customer service, as defined in the Grainger Service Promise. Navigates customers to solutions that help them get the job done. Drives sales growth by engaging in actions that identify leads for further selling opportunities with every customer. Provides assistance as needed to CSAs in the areas of system navigation, catalog use, product knowledge and sourcing.
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 invent


• Location: Ann Arbor

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