Job Description

Company Overview

E&R Industrial, a wholly owned subsidiary of Grainger, is an innovative, full-line industrial supply distributor committed to brand name quality products, competitive prices, and on-time delivery. As a regional distributor of MRO products, including a deep portfolio of metalworking/cutting tool products and solutions, E&R provides outstanding product and technical expertise to the manufacturing industrial sector.

Position Description

The Sr Customer Experience Specialist (MW) provides superior customer service extending end to end support and service to specialized customers, field specialists and account managers.

The team member possesses a high level of metal working industry knowledge as the customer relies upon them for identification of products and solutions to keep their businesses running smoothly and safely. Must possess a high level of metalworking knowledge and experience to troubleshoot, diagnose and recommend the best solution for the customer and must be resourceful and have an in-depth understanding of company systems

--Effectively interacts with customers by discovering their true intent and combines functional and metalworking product knowledge to navigate them to relevant products and services and solving customer problems
--Probes to qualify and uncover unique and complex customer requirements
--Resolves complex pricing situations encountered during customer interactions using current sales policies including CSP escalations and pricing objection handling.
--Uses system capabilities to provide information such as pricing, availability, technical and application support, product identification and alternative solutions to be able to make a relevant offer and capitalize the sale
--Recommends accessories and alternatives to increase sales and customer awareness of product and service capabilities as defined by the Grainger Value Proposition
--On non-SKU products, identifies alternate products based on customer requirements by researching and identifying part/product numbers to provide to sourcing team, and follows up with customer on the specific request (as opposed to sourcing hand-off)
--Use effective methods and techniques using Internet search engines, manufacturer and distributor web sites to find relevant product specifications and attributes as opposed to hand off to cross-referencing
--Supports the order placement process through sourcing and executing quotes, check availability, lead times, order entry, order management, order status, shipping and delivery status, back orders and reporting activities
--Facilitates high touch (full cycle) processes requiring coordination of opportunities between multiple departments
--Acts as a liaison with Sales Team and multiple departments. Adds value by effectively communicating Service Center capabilities to build customer relationships, loyalty, and retention.
--Perform or coordinate product research via self-service or cross functional partners
--Partner with Sellers and Sales Leaders to provide feedback of improvement opportunities with Seller engagement to enhance the customer experience.
--Works with a Continuous Improvement mindset and contributes to system/process enhancements
--Use effective methods and techniques such as Internet search engines, manufacturer and distributor web sites to find relevant product specifications and attributes
--Utilizes metal working industry-related experience, formal vendor training and on-the-job learning opportunities to achieve and maintain technical expertise to support metalworking industry*Identifies alternate products available through non-Redbook line extensions and Sourcing based on customer requirements.
--Assess and evaluate customer product information to understand the quality of data provided and type of products to cross-reference and determine best approach for completing the work in the most effective and timely manner
--Handles all associated transactional processes for fee-based services
Position Requirements:

Strong process discipline
*Demonstrated metalworking expertise gained through, but not limited to, vocational training, education, prev. work exp, related professional certifications
*Knowledge of the metalworking industry including suppliers, products, tool use, technical terminology & applications:
- Well-rounded knowledge of MW vendors
- Superior command of product specification terms (flutes, flute length, type of flute)
- Good understanding of MW Industry terms both standard and slang (TIR, deflection, chipping, waviness, chatter)
- Identify an item from description without part
- Offer substitute item that is same form, fit, function
- Application knowledge (a plus but not required)
- Read blueprints (a plus but not required)

EEOC Statement

E&R 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.