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Employment Type:
Full time
Job Category:
Customer Service
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HR Customer Service Representative
Grainger | Mettawa, Illinois
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Job Description

W.W. Grainger, Inc. is a business-to-business distributor of products used to maintain, repair and operate facilities. Approximately 3 million businesses and institutions worldwide rely on Grainger for products such as safety gloves, ladders, motors and janitorial supplies, along with services like inventory management and technical support. These customers represent a broad collection of industries including healthcare, manufacturing, government and hospitality. They place orders online, with mobile devices, over the phone and at local branches. More than 4,800 key manufacturers supply Grainger with 1.5 million products made available to customers through Grainger's distribution centers and branches.


A passion to provide quality customer service in the area of Human Resources, Payroll and other Benefits by providing product and service information on policies and resolution to inquiries for all team members through multi-channel support.  Maintains strong customer relationships by handling team member questions and concerns with accuracy, sense of urgency and professionalism. Performs data entry and demonstrates strong problem solving skills to trouble shoot customer problems and inquires.



  • Provide "WOW" customer service:  ensure that each customer receives outstanding service by providing a friendly environment, which includes answering calls, greeting and acknowledging every customer, maintaining outstanding standards, solid business knowledge, education and all other aspects of customer service
  • Resolves product or service problems by clarifying the customer's concerns; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Respond to team member inquiries consistently in a timely, accurate, and professional manner and demonstrate the ability to translate inquiry into a case management application during the interaction.  Accurately gauge the severity of the inquiry and escalate appropriately
  • Maintain broad understanding of Human Resources while providing direction on HR policies, procedures, benefits, payroll, tax, and salary administration for all team members
  • Perform a high level of quality data entry in all aspects of HR through various sources of input and leverage procedures, policy manuals, knowledge base documents and other reference materials to assist in answering team member inquiries and resolving issues
  • Demonstrate continuous improvement methodologies to identify and suggest needs for changes and/or improvements in all touch point processes
  • Actively participate in metric/quality review and open coaching and development discussions
  • Serve as your customers first choice and partner with all assigned Centers of Excellence


    Preferred Experience and Requirements:

  • BA/BS Preferred
  • Personable demeanor and strong customer service/ problem solving skills
  • Understanding of HR policies, programs and processes such as; a working knowledge of I-9 and E-verify requirements
  • Familiarity with payroll impacts and ability to decipher remuneration statements
  • Demonstrates good judgment and maintains confidentiality and privacy (Health Insurance Portability and Accountability Act (HIPAA) of 1996) of all personal, payroll or sensitive data in all interactions
  • Possess excellent communication skills and a clear, pleasant telephone voice
  • Ability to communicate both written and orally with team member at all levels
  • Great analytical and organizational skills while keeping close attention to detail
  • Thrives as a team player in a fast-paced, high-energy, change-oriented environment and has an ability to work with a sense of urgency
  • Commitment to improvement of self and work environment
  • SAP HR and Payroll experience is desired and proficient in Microsoft Office: Word, Excel, PowerPoint, and Outlook
  • Ability to work varied hours and shifts, including overtime as needed
  • Operate with ethics, honesty and integrity


    Work Environment

  • 5% of time may result in travel
  • Position requires the ability to sit at a desk the majority of the time



    Determine appropriate exceptions to policies within established guidelines.  Identify HR and Payroll discrepancies and decide on corrective resolution.

    This position impacts every area of the organization.  The performance of this role directly affects the quality of human resource services and payroll being provided to our employees.  A strong dependable customer service center is critical for our business partners to handle day-to-day functions with as little negative impact as possible as well as ensure Grainger compliance with employment regulations.

    This role has no budgetary responsibility.


    Working Relationships:

    Work closely with internal business partners and external service providers to ensure data accuracy/quality and aligned with state/federal laws

    Interacts frequently with HR Shared Services, Human Resources Department, Payroll, Information Services, Finance, Accounting, Treasury, Tax department, Accounts Payable, Legal, HTR, HRIS, Compensation, and Benefits team to ensure compliance and accuracy of policy and agreements


    Grainger is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, 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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