Job Title

Overview Bilingual Supervisor, Customer Service Centre . Join to apply for the Bilingual Supervisor, Customer Service Centre role at Grainger Canada . Position Summary The Customer Service Centre Supervisor will lead a team of up to 15 team members and manage the day-to-day operations of the Customer Service Centre, including driving workforce efficiencies, customer service, reporting and performance management. The Supervisor ensures engagement from the entire team and enables the team to meet various challenges within their roles. The Supervisor manages processes to ensure compliance with company policies and procedures, continual process improvement, and timeliness, quality and effectiveness of all processes. Works within the organization and cross-functionally on projects to drive Graingers strategies. Work Location Type: Hybrid. Grainger is a leading industrial distributor serving more than 4.5 million customers worldwide with values centered on customer service, innovation and a strong culture. Responsibilities (You Will) Direct management and supervision of the daily operations of up to 15 front-line team members supporting internal and external customers. Plan, direct, monitor and evaluate workflow; coordinate work activities and assign goals to meet operational requirements. Provide regular 1:1 coaching and situational leadership to drive sustained individual and team performance. Assist team members to ensure resources are available to complete daily work. Review performance metrics, diagnose root causes of underperformance and develop informal and formal improvement plans. Monitor calls and assess quality against standards. Keep the team informed of process improvements and changes and solicit feedback. Participate in the selection/hiring process and support onboarding/training of new hires. Celebrate team and individual successes and drive higher employee engagement. Identify and recommend operational improvements. Education/Experience (You Have) High school diploma or equivalent; Bachelor degree preferred. Minimum 3 to 5 years of customer service experience. Supervisory experience required. Passion for the customer experience and team member development with the ability to energize others. Strong interpersonal and communication skills. Flexibility to adapt to shifting demands and competing priorities. Ability to train and coach team members on processes, procedures, compliance and product knowledge. Strong competence in technology and software applications; SAP, SOE, Verint, Power BI, Genesys Cloud and other emerging technologies preferred. Ability to plan, organize and delegate work. Bilingualism in English and French is a requirement. Rewards And Benefits Our programs provide choice and flexibility to meet your individual needs. Benefits may vary based on hours worked: Medical, dental, vision and prescription drug coverage Paid time off (PTO) and up to 12 company holidays per year (dependent on home province) Life insurance coverage, including spousal and dependent life insurance Employee Family Assistance Program Registered Retirement Savings Plan & Defined Contribution Pension Plan Educational & Professional Membership Fee Assistance Employee discounts, team member perks and more DEI Statement We encourage you to apply even if your experience doesn't perfectly match this job post as you may still be the right candidate for this role or others. We aspire to create a culture where everyone is comfortable being who they are, can learn and grow, and are recognized and rewarded for their impact. We are proud to be an equal opportunity workplace. All qualified applicants are considered for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, age, or disability. Should you need a reasonable accommodation during the application and selection process, please advise us so we can provide appropriate assistance. Pre-employment background checks are required for all external candidates. Internal candidates undergo a background check when they move from a non-driving role to a driving role. #J-18808-Ljbffr