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Added 13 mins ago
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- $66,360.84 to $79,967.64 CAD / year
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Grainger Canada

Inside Customer Service Rep. Manager

Windsor, ON, Canada

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. · Full-time

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Job details

Pay: 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.
Job type: Full-time
Apply by: Nov 18, 2026
Posting language: English
Posted: Oct 19, 2026

Original job description

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 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.

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

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, while ensuring our principles remain at the heart of these decisions (Start with the Customer, Embrace Curiosity, Act with Intent, Compete with Urgency, Win as One Team, Invest in Our Success, Do the Right Thing)
Makes key decisions impacting every aspect of Customer Service, which includes activities that drive superior service, sales growth, strong customer relationships and internal partnerships, employee development, and expense/budget management.
Leads and equips the team with service expertise to become the customer’s first choice for the products and services they need to keep their workplaces safe, efficient, and functioning.
Builds strong internal and external partnerships to make WFS our customers First choice
Develops and monitors the application of operating systems including policies and procedures, operating structure, and information flow.
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 to the customers and team members
Dedicates self and team to Operational Excellence by complying with all WFS Ltd. standard operating procedures, with a focus on continual process improvement
Ensures the volume of work produced meets productivity, service and exceeds quality standards.
Manages the activities of all team members within department with accountability for goals, objectives, and operational policies.
Reviews performance metrics, diagnoses root cause of underperformance and develops improvement plan
Implements proper staffing strategies to ensure flexibility to the needs of the business as well as payroll budgets
Develop and maintain a well-rounded knowledge of products sold
Facilitate and/or lead quality excellence amongst team members on special projects as required
Maintains safety and security for all team members and customers

Talent Management

Creates an environment where team members are engaged, empowered, enthusiastic, and committed to the success of the company
Maintains an open mind to benefit from diverse thoughts and ideas
Identifies, analyzes, organizes, and leads operational development opportunities that are scalable throughout the Customer Service organization that enhances the Customer Service strategy.
Conducts performance review discussions to ensure that expectations/goals are set, monitored, and executed.
Coaches the growth and development of Customer Service team members using available resources
Ensures key people drivers of Recruitment, Selection, On-boarding, Coaching, and Rewards & Recognition are executed and drive team member engagement
Maintains regular and consistent communication to ensure team has all necessary information to provide best in class service
Embracing and encouraging open-door feedback sharing culture

REQUIRED EXPERIENCE AND QUALIFICATIONS (You Have)

Combination of post-secondary education and experience or five years equivalent experience that meets the role requirements (customer service and/or leadership)
Demonstrates the ability to implement initiatives, manages projects and demonstrates change leadership
Possesses effective time-management skills and a sense of urgency
Has a demonstrated ability to influence and persuade varying levels of internal and external decision-makers
Ability to work effectively with cross-functional work groups to develop integrated plans
Demonstrated flexibility to adapt to shifting demands and competing priorities
Strong presentation skills
Excellent interpersonal, written and verbal communication skills
Proficiency in MS Office
Strong competency in the use of technology and software applications including but not limited to S2K, CRM, call centre and other emerging technologies
Ability to relocate an asset
Vehicle and Drivers’ license 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.

Apply About employer

More about this job

Responsibilities

Lead and develop the Customer Service team, setting strategy and making decisions that improve service, sales growth, customer relationships, and operational results. Monitor performance and staffing, drive process improvement, and build employee engagement through coaching, communication, and talent management.

Requirements

Requires a combination of post-secondary education and relevant experience, or five years of equivalent customer service and/or leadership experience. Candidates should demonstrate project and change leadership, strong communication and presentation skills, cross-functional collaboration, technology proficiency, and a valid driver’s license with access to a vehicle.

Skills

Customer Service Leadership
Business Strategy
Change Management
Fact-Based Decision-Making
Operational Excellence
KPI Management
Performance Management
Staffing and Budget Management
Project Management
Coaching and Employee Development
Cross-Functional Collaboration
Presentation Skills
Written and Verbal Communication
Time Management
Microsoft Office Proficiency

Benefits

Medical Coverage
Dental Coverage
Vision Coverage
Prescription Drug Coverage
Paid Time Off
Company Holidays
Life Insurance
Employee Family Assistance Program
Educational Assistance
Professional Membership Fee Assistance
Employee Discounts
Team Member Perks

Visa sponsorship

Not detected in the job text

Keywords

Customer Service
Inside Customer Service Representative
Customer Service Centre
Business Strategy
Change Management
Operational Excellence
Key Performance Indicators
Performance Metrics
Root Cause Analysis
Process Improvement
Staffing Strategies
Payroll Budgets
Quality Assurance
Talent Management
Recruitment
Selection
Onboarding
Coaching
Rewards and Recognition
Customer Relationships
Cross-Functional Collaboration
Project Management
Microsoft Office
S2K
CRM
Call Centre Technology
MRO Products
Wholesale Distribution
Quarterly Business Reviews
Driver’s License

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