Open Order Resolution Associate

Work Location Type: Hybrid

About Grainger

W.W. Grainger, Inc. is a leading broad line distributor with operations primarily in North America and Japan. At Grainger, We Keep the World Working® by serving more than 4.6 million customers worldwide with maintenance, repair and operating (MRO) products and value-added solutions delivered through innovative technology and deep customer expertise. Known for its commitment to service and purpose-driven culture, the Company reported 2025 revenue of $17.9 billion. For more information, visit www.grainger.com.

Compensation:

The base salary for this role ranges between $51,440 - $70,730, with eligibility for an incentive target of $1,200 which is contingent upon achieving both individual and company performance objectives.

The pay range above is not a guarantee of compensation but reflects the potential total compensation for this role at the time of this posting based on the assigned job grade. Actual compensation will vary depending on factors such as geographic work location, relevant experience and individual skills. The stated range is a reasonable estimate and may change over time; final compensation may fall above or below the range provided. Grainger reserves the right to amend, modify, or discontinue its compensation and benefits programs at any time, in accordance with applicable law.

This job posting is for an existing vacancy.

Position Details
The Open Order Resolution Associate is responsible for all assigned duties including but not limited to; credit card declines & maintaining/updating open customer orders or credit card declines and rejections.. They provide useful information to allow multiple cross functional teams impacted by open order issues, rejected lines, and credit card declines to improve the customer experience, remove delays, and reduce customer failures.

You Will

• Support and resolve open stock, third party, sourcing and rejected orders to understand root cause and determine appropriate action which might include locating available stock, creating an STO, and/or communicating pertinent information to customers.
• Report out to the appropriate teams any long-term systemic issues identified within own department.
• Assist internal customers with time sensitive Sales Order and/or Purchase Order related questions.
• Utilize best demonstrated practices and work to continuously improve upon standard work practices.
• Focus on first pass resolution and ensure continuous follow up on any open issues.
• Maintain adherence to schedules, follow all SOP, and quality standards as it pertains associated reports.
• Must be self-directed, take responsibility to complete daily tasks, and make sound decisions for both the customer and the company without direct instruction.

You Have

• High School Diploma/GED Required
• 2+ years Customer Service and/or Supply Chain Experience Required
• Able to clearly & effectively communicate with customers, internal partners, and team members
• Able to be flexible and adapt to whatever changes come their way.
• Able to prioritize and work multiple tasks at the same time.
• Able to maintain a professional attitude always, particularly when dealing with people in complex and stressful situations and exhibit a strong sense of urgency.
• Demonstrates a commitment to providing superior customer service
• Ability to navigate through multiple channels SAP, SOE, Grainger.ca, MS Office Suites, and SharePoint
• Able to follow verbal and written instructions with minimal supervision within specified timeframes.

Rewards and Benefits
Our programs provide choice and flexibility to meet your individual needs. Check out some of the benefits available to you with Grainger (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 to help team members with physical, emotional, mental, financial and other concerns
• Registered Retirement Savings Plan & Defined Contribution Pension Plan to help you save for your financial future
• Educational & Professional Membership Fee Assistance program
• 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 to realize their full potential, and is 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.