1-3 years of experience
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Employment Type:
Full time
Job Category:
Customer Service
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Customer Service Supervisor
Grainger | Ashwaubenon, Wisconsin
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Job Description

Help us drive record-breaking, double-digit growth!

Imperial Supplies, a W.W. Grainger company, is a national distributor of quality maintenance products. Serving the fleet maintenance industry since 1958, Imperial has formed lasting relationships with customers by tailoring our services to meet their changing needs.

With more National Account Programs in the fleet industry than all of our competition combined, we are recognized for innovative technology and solutions that reduce costs through efficient ordering methods and stringent controls.


Under limited supervision, this individual supervises the activities of Customer Service and Sales Service Representatives, supports Imperial's customer service group in resolving problems and inquiries, assists the customer service team in meeting job expectations through on the job training and provides administrative support when required.



  • Supervises the daily activities of Customer Service Representatives (CSRs) and Sales Service Representatives (SSRs).  Responsible hiring, counseling, discipline, and termination.  Make recommendations as necessary to improve departmental productivity and efficiency.
  • Provides training on an ongoing basis for new and existing Customer Service (CSR) and Sales Service Representative (SSR) personnel on procedures and Imperial programs (including but not limited to Tiny Term, desk side training, desk set-up/computer/phone, SSC/SharePoint tickets and CSR manual updates).
  • Provides the necessary onboard computer and SAP training for all new hires.
  • Backs up Customer Service Manager when workload demands or manager is unavailable.
  • Supporting Customer Service Representatives when workload demands or customer service rep is on PTO.  Provides back-up support for key Imperial accounts.
  • Resolves the more complex and/or unusual problems for customer service, sales, external customers.
  • Resolves issues from other Imperial associates by coordinating efforts between departments.
  • Responsible for the following activities: Excel Reports, EZ Order Form requests, Close Sales Responsibility VOCs VN301, PTO/Attendance Calendar for Contact Centers, Office Supplies and Headsets, LTL Call Tags


MINIMUM EDUCATION: High School Diploma. Associate degree and/or equivalent work experience.

MINIMUM EXPERIENCE: At least one year of previous Customer Service experience.

PREFERRED EXPERIENCE: At least two years of Customer Service experience with Imperial.

SKILLS: Effective verbal and communication skills. Organizational skills, Ability to handle multiple priorities.  Ability to work under stress.  Interpersonal skills.


Imperial offers

  • A competitive wage and industry leading benefits including immediate health, dental, vision, life, and disability insurance.
  • Excellent work-life balance, 18 days paid time off plus paid holidays
  • Generous profit sharing and 401K programs
  • Education reimbursement and opportunities for internal advancement & professional growth


    Imperial is an Equal Opportunity / Affirmative Action Employer.

    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.


About Grainger

W.W. Grainger, Inc. (Grainger) distributes facilities maintenance products, and provides services and related information used by businesses and institutions primarily in the United States, Canada and Mexico to keep their facilities and equipment running. Grainger is the supplier of facilities maintenance and other related products in North America. Its operations are managed in three segments: Grainger Branch-based, Acklands - Grainger Branch-based (Acklands - Grainger), and Lab Safety Supply, Inc. (Lab Safety). Grainger Branch-based is an aggregation of the Grainger Industrial Supply (Industrial Supply), Grainger, S.A. de C.V. (Mexico), Grainger Caribe Inc. (Puerto Rico), Grainger China LLC (China) and Grainger Panama S.A. (Panama). Acklands - Grainger is the Company's Canadian branch-based distribution business. Lab Safety is a direct marketer of safety and other industrial products. (Source: 10-K)

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