Field Support Specialist
Work Location Type: Hybrid
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.
Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe. We're looking for passionate people to join our team as we continue leading the industry over our next 100 years.
PRIMARY FUNCTION
The Field Support Specialists are the primary contact with our Field partners in handling incoming phone calls and Third Party Customer Service forms to ensure timely completion of customer requests. The position is focused on customer service by acting as the liaison between Grainger's suppliers, field inventory, sales, and branch operations on order fulfillment needs and provides customers and field partners (Sales and Branches) with extended service by reactive and proactive resolution of issue relating to transaction discrepancies.
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MAIN DUTIES & RESPONSIBILITIES
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Expedite purchase orders and request for items/quotes submitted by the operations staff, customers, and system generated information to confirm receipt and delivery of information.
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Support and resolve inbound Field inquiries related to quote/PO expedite, order status, proof of delivery, billing, customer credits and return goods authorizations.
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Maintain adherence to schedule, accessibility, and quality standards as it pertains to inbound call and form volumen.
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Focus on first pass resolution and continuous follow up on open issues.
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Maintain and enhance field and supplier relationships by using quality customer service skills.
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Utilize best demonstrated practices and continuously improve upon standart work processes.
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Must be self-directed on a daily basis, take responsibility to complete tasks and make decisions within prescribed guidelines without direct instruction.
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Effective time management and organizational skills are required to be able to manage multiple tasks concurrently while still meeting deadlines. Proactive follow-up and working with a sense of urgency is a must.
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Managing field support related requests, expedites, providing availability/lead time information, and releasing purchase orders where necessary for direct shipment to Grainger customers, branches, or distribution centers.
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Demonstrate best practices by developing and managing working relationships with company personnel and supplier contacts to ensure and effective flow of product within the supply chain.
EDUCATION & EXPERIENCE
- Bachelor's degree or equivalent experience required.
- Excellent written, verbal and phone communication skills.
- Strong customer service skills.
- Strong interpersonal skills that foster collaboration within team, with business partners and with cross functional teams.
- Ability to work, learn and adapt in a fast-paced changing environment.
- Ability to prioritize and work miltiple tasks at the same time.
- Able to maintain a profesional attitude at all times, particulary when dealing with people in complex and stressful situations and exhibit a strong sense of urgency.
Grainger 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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- FSA
- HSA
- HSA With Employer Contribution
- On-Site Gym
- Pet Insurance
- Mental Health Benefits
Parental Benefits
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
- Adoption Leave
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Commuter Benefits Program
- Casual Dress
- On-Site Cafeteria
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
- Volunteer Time Off
Financial and Retirement
- 401(K) With Company Matching
- Stock Purchase Program
- Performance Bonus
- Relocation Assistance
- Financial Counseling
Professional Development
- Tuition Reimbursement
- Mentor Program
- Shadowing Opportunities
- Access to Online Courses
- Internship Program
- Leadership Training Program
- Associate or Rotational Training Program
- Promote From Within
- Professional Coaching
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
- Woman founded/led
- Black founded/led
- Asian founded/led
- Veteran founded/led
- Unconscious Bias Training