Works as a dedicated customer service resource aligned to a specific customer and manages indirect inventory at the customer’s location. In addition to standard KeepStock, duties can include managing Grainger and Non Grainger inventory within a customer tool crib using Grainger or customer specific software and processes.
Partners with the customer to provide Grainger inventory management services aligned with the Grainger or customer’s internal processes on the customer’s site.
Performs hybrid Onsite Services, Customer Service, and Sales support activities established through custom scope of work processes designed specific to a customer.
Onsite Services: Manages and stocks customer’s inventory levels for Grainger and Non Grainger inventory through KeepStock programs and/or Crib management. Supports the customer’s inventory management and product procurement processes by managing the day to day integration of all in-direct inventory into the customer’s work stream processes. Guides customers to other internal resources such as Technical Support, Credit, Grainger Parts and Sourcing or Sales as necessary.
Customer Service: Provides excellent customer service by resolving problems promptly and accurately in a manner that will retain and promote customer loyalty.
Seller Support: Performs product search and select activity directly with customer in house for end users. Provides quotes based on customer request. Provides specialized reports requested by the customer.
Utilizes continuous improvement methodologies to drive process costs from the Managed MRO operating model.
Executes the standard work detailed for the specific customer requirements which they are assigned.
Ensures compliance to documented policies for customer site and processes in order to provide superior customer service with the on-site service and to exceed customer expectations.
Comply with the safety and inspection requirements of the facility where the service is being provided.
Directly impacts the short and long-term financial results of KeepStock Solutions and customer account growth
Uses independent judgment to quickly solve a customer’s problem using limited standardized practices
Empowered to make decisions that support Grainger’s Service Promise and commitment to the customer’s installed inventory management solution
Work conditions are typical of a warehouse environment on a consistent basis
Significant daily interaction with customers, OSS support team, branch team members and members of the Sales staff
Reports directly to Manager, Onsite Services
Some interaction with vendors, freight carriers and other internal business partners
Will work at customers’ facilities. This is typically a plant type of facility. Conditions can be noisy and space can be limited
High School Diploma or equivalent preferred
3-5 years of experience in related field preferred
Will use computers, scanners, and be in contact with Grainger parts & supplies on a daily basis