Inside Customer Service Rep. Manager in Windsor

Location: Windsor, ON, CA, N8X 3J3 Leamington, ON, CA, N8H 1N8

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.

Compensation: The base salary for this role ranges between $88,960 - $122,320, with eligibility for an incentive target of 15% which is contingent upon achieving both individual and company performance objectives.

Position Summary: The Inside Customer Service Representative Manager is responsible for providing leadership and guidance for the Customer Service team. The ICSR Manager will focus on providing a high level of leadership and be able to identify optimal solutions for customers, with the intent to improve WFS's service and gain share and profitability with each customer.

KEY DUTIES AND RESPONSIBILITIES (You Will):

• Business Leadership
• Translates leadership and strategic direction for Inside Customer Service Representative members.
• Communicates and executes a sound business strategy to team members that embraces change management.
• Makes sound, fact-based business decisions to support the needs and objectives of the business.
• Makes key decisions impacting every aspect of Customer Service.
• Leads and equips the team with service expertise to become the customer’s first choice.
• Builds strong internal and external partnerships.
• Develops and monitors the application of operating systems including policies and procedures.
• Present business results during Quarterly Business Review.
• Operational Excellence
• Responsible for developing and implementing the functional strategy for the Customer Service Centre.
• Understand and drive the Key Performance Indicators driving service excellence.
• Leads a team that proudly represents WFS Ltd. service and commitment.
• Dedicates self and team to Operational Excellence.
• Ensures the volume of work produced meets productivity, service and exceeds quality standards.
• Manages the activities of all team members within department.
• Reviews performance metrics, diagnoses root cause of underperformance and develops improvement plan.
• Implements proper staffing strategies.
• Develop and maintain a well-rounded knowledge of products sold.
• Facilitates and/or leads quality excellence amongst team members.
• Maintains safety and security for all team members and customers.
• Talent Management
• Creates an environment where team members are engaged, empowered, enthusiastic, and committed.
• Maintains an open mind to benefit from diverse thoughts and ideas.
• Identifies, analyzes, organizes, and leads operational development opportunities.
• Conducts performance review discussions.
• Coaches the growth and development of Customer Service team members.
• Ensures key people drivers are executed.
• Maintains regular and consistent communication.

REQUIRED EXPERIENCE AND QUALIFICATIONS (You Have):

• Combination of post-secondary education and experience or five years equivalent experience.
• Demonstrates the ability to implement initiatives and manage projects.
• Possesses effective time-management skills and a sense of urgency.
• Has a demonstrated ability to influence and persuade varying levels of decision-makers.
• Ability to work effectively with cross-functional work groups.
• Demonstrated flexibility to adapt to shifting demands.
• Excellent interpersonal, written and verbal communication skills.
• Proficiency in MS Office.
• Strong competency in the use of technology and software applications.
• Ability to relocate an asset.
• Vehicle and Drivers’ license required.

Rewards and Benefits:

• Medical, dental, vision and prescription drug coverage.
• Paid time off (PTO) and up to 12 company holidays per year.
• Life insurance coverage.
• Employee Family Assistance Program.
• Registered Retirement Savings Plan & Defined Contribution Pension Plan.
• 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.

Pre-employment background checks are required for all external candidates.