Sales and Service Rep, Lead

Work Location Type: Onsite

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 hourly rate for this role ranges between $x-$y, with eligibility for an incentive target of $1,800.00 / % 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 Summary

Under the general direction of the Operations Manager, the Lead, Sales & Service Rep has direct impact on customer retention and financial results of the onsite business. Responsible for the execution of superior customer service, operational excellence and the continuous improvement of branch processes and productivity. The role directly influences the work environment through positive team member relations and promotes an environment where team members are empowered, engaged and committed to the success of the company.

This role follows a 7-days-on, 7-days-off rotation with 12-hour shifts from 7:30 to 7:30. Shifts alternate between days and nights, switching upon return from the 7-day break.

Principle Duties & Responsibilities

• Supports branch leadership in a facility with multiple members alongside the Operations Manager.
• Provides peer-to-peer coaching to support the continued development of skills and confidence of team members to effectively perform branch operations. Delegates and assigns duties based on workload variance.
  • Support the leadership team in conducting incident reviews in the event of a safety incident completing Grainger internal requirements as well as partnering with the appropriate customer stakeholders to complete any required investigations and provide documentation.
  • Report absence calls to leadership team informing of team member absences and working to obtain coverage for absent team members including contacting TMs directly.
  • Holding the Onsite Leader cell phone and answering all calls from team members and customers
  • Accommodating location closure requests (Customer request)
  • Manage afterhours requests on night shift.
  • Participate in scheduled customer calls.
  • Sign off on Team Member FLHA
    
• Complete Behavior Based Safety Observations for team members.
• Participate in all H&S initiatives including walk throughs of all locations and conduction Field Level Hazard Assessment
• Transporting of inventory/tools across the customer facility
• Support Tool Management initiatives including the creation of quotes, orders, e-mails with the onsite customer, processing orders, sending tools for repair/re-cert, following up with status of repairs, coordinating return of tools to site and home locations.
• Sign off on BBX requirements in crib/store locations, when needed
• Obtain Fit Test certification to allow for conducting fit testing requirements (where applicable)
• Partner with the Inventory team to complete stock alignments, one-time orders, and MI’s
• Conduct “Toolbox Talks”
• Support the management of a customer specific inbox.
• Respond to and work directly with customer stakeholders as required.
• Support in Vending/VMI implementations, maintenance and replenishment, when needed
• Assist with vendor visits and onsite training
• Provides exceptional customer service, leads by example, and utilizes sound judgement & best practices to resolve customer concerns.
• Support the onsite team with daily tasks such as customer quotes, processing of orders, returns, receiving and put away of stock, serialization of tools, staging tools for repair/recert, sourcing orders, vendor/customer/internal follow ups, as well as other company initiatives & projects.
• Fosters open communication between all internal business partners including inventory, sourcing, product management, National Accounts, and other Onsite teams.
• Facilitates team member on-boarding and on-going training.
• Maintain a well-rounded knowledge of products sold including the completion of the required training programs.
• Assists in driving the achievement of key operational metrics in the areas of customer satisfaction, sales, safety, and operational improvements.
• Suggests and implements changes to enhance defined processes and improve sales and service.
• Ensure team compliance with all regulatory issues and company policies.
• Other onsite support related duties as required.

Preferred Education & Experience

• Highschool Diploma or equivalent preferred.
• 1-3 years of customer service and sales experience in a related field preferred. Previous leadership experience would be a definite asset.
• Passion for customer service, sales, and people development with an ability to energize others and work within high performing teams.
• Ability to adapt to shifting demands and competing priorities.
• Ability to understand and articulate the vision of Grainger to all team members.
• Proficient computer skills and aptitude in the use of computers and software applications.
• Ability to safely learn and operate powered industrial equipment.
• Possession of a valid driver’s license and ability to operate a Grainger Truck safely on a customer site is required.

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.