Field Operations Associate

Position Summary:

This unique hybrid KeepStock / Branch role supports both business functions in a particular market. The Field Operations Associate will have the ability to serve key customers both in the branch and on customer’s sites. All aspects of this role will involve customer-facing activity, and a strong ability to remain agile and organized. The individual objective is to capitalize on sales/service opportunities, create customer loyalty, and exceed customer expectations by using their guidance, knowledge, computer acumen, and winning attitude. The individual will have excellent all-around communication skills as well as the ability to prioritize and manage time effectively.

As a hybrid role the individual will be required to work in Grainger Canada branch and also be on the road servicing customer accounts .

The role lives and demonstrates the Grainger Principles: Starting with the Customer, Embrace Curiosity, Act with Intent, Compete with Urgency, Win as One Team, Invest in our Success and Do the Right Thing.

Job Responsibilities (You Will):

The duties and responsibilities of this position can be broken down into two categories (KeepStock & Branch), and include but are not limited to:

Branch

• Ownership of the entire customer experience. This includes appropriate product selection based on customer requirements, accurate order entry and maintenance, accurately and safely picking product, and safely loading customer vehicle as needed.

• Consistently performs actions with branch sales focus to capitalize on sales opportunities and encourage customer loyalty to deliver revenue targets.

• Promote Company products and services to customers and provide substitutions where required

• Maintain well-rounded knowledge of products and tools sold including the completion of the required certification.

• Processing customer transactions.

• Providing customer updates when required on delivery, lead times, quotes, etc.

• Management and tasks related to filling vending machines and Vendor Managed Inventory (VMI).

• Collaborating with KS customers on program/product updates for vending/VMI program.

KeepStock

• Service the customer’s specific needs, included but not limited to Vendor Managed Inventory, vending unit replenishment etc.

• Ensures proper product stocking levels at customer locations by scanning for orders as inventory is depleted.

• Oversee customer inventory locations by ensuring proper labeling and quantities on hand are accurate.

• Meet regularly 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.

• Resolve customer problems promptly and accurately in a manner that will retain and promote customer loyalty.

• Follow designated customer route as defined by routing software tools.

• Document standard operating procedures at customer locations to provide direction to back-up resources to ensure continuity of service.

• Identify continuous improvement opportunities in productivity, process improvement, and cycle time with all sales and services activities.

• Comply with the safety and inspection requirements of the facility where the service is being provided.

Education/Experience (You Have):

• High school diploma

• 1-3 years’ experience in retail/selling or customer service (i.e. counter/retail sales/ telephone/warehouse) environment.

• Due to the nature of this role, bilingualism (English and French) is a requirement .

• Some flexibility required to working hours to accommodate branch operations.

• Ability to safely learn and operate powered industrial equipment, forklift

• Successful and timely completion of initial and ongoing training as required.

• Self-motivated, with high energy and dedication to customer service and sales growth.

• Ability to effectively collaborate with tact and diplomacy with internal and external customers and cross-functional partners.

• Demonstrated ability to apply strong judgment, independent problem-solving skills, and understanding of Grainger’s Core Value Proposition.

• Handle various technical and operational issues.

• Excellent verbal and written communication skills.

• Background checks and drug screening may be required (as warranted by Company or customer requirements in working on-site and/or operating equipment)

• Must possess and maintain a valid driver’s license in province of residence.

• May be required to use a personal vehicle for transportation which meet’s Grainger’s standards.

This role may require you to attend customers’ sites and adhere to safety requirements in accordance with applicable health and safety legislation, as it relates to wearing personal protective equipment (PPE) on certain customer sites. This may include: a hard hat; steel-toed safety boots, clean shaven or trimmed moustache/beard in order to wear a close-fitted N95 mask or other required PPE. Details of these requirements will be provided during the recruitment process.

Some customers may have alcohol and drug screening policies for on-site contractors and vendors. You may be required to submit to such customer screening procedures as and when requested as a condition of being permitted on such sites.