Customer Service Rep. Manager
Listed on 2026-10-21
-
Management
Operations Management, General Management, Client Relationship Management
Requisition
335906
-Posted
10/19/2026
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
- 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
- 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…
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