Job Description

Work Location Type: Hybrid

About Grainger:

W.W. Grainger, Inc., is a leading broad line distributor with operations primarily in North America, Japan and the United Kingdom. At Grainger, We Keep the World Working® by serving more than 4.5 million customers worldwide with products and solutions delivered through innovative technology and deep customer relationships. Known for its commitment to service and award-winning culture, the Company had 2024 revenue of $17.2 billion across its two business models. In the High-Touch Solutions segment, Grainger offers approximately 2 million maintenances, repair and operating (MRO) products and services, including technical support and inventory management. In the Endless Assortment segment,  Zoro.com offers customers access to more than 14 million products, and  MonotaRO.com offers more than 24 million products. For more information, visit  www.grainger.com 

Compensation:

This position is hourly, and the starting pay rate is $21.40/hour

Rewards and Benefits:

• Medical, dental, vision, and life insurance coverage starts on day one of employment.
• Access to up to 50% of your paycheck based on hours worked before payday.
• 18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date) and 6 company holidays per year.
• 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required.
• Employee discounts, parental leave, and other benefits.
• Safety shoes provided (where applicable).

For additional information and details regarding Grainger’s benefits, please click on the link below:

https://experience100.ehr.com/grainger/Home/Tools-Resources/Key-Resources/New-Hire

The rate of pay provided above is not a guarantee of compensation. The rate reflects the expected base pay for this role at the time of this posting based on the job grade for this position.

Grainger reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion at any time, consistent with applicable law.

Position Details:

The Collection Customer Service Representative provides a high level of service to our customers to manage our receivables and will report to a Collection Supervisor.

Compensation and Remote Work: The starting pay is $21.40 per hour. New Hire Training and Nest ( 13 weeks) will be in office at our Lake Forest office. After completion of the 13-week training and if meeting remote work requirements, you will enjoy a hybrid work environment of three days onsite and two days at home. You will transition to fully remote after completing additional 3 months if you are successful and meeting goals.

You will have a consistent shift between the hours of 7am to 6pm.

You will be required to travel to our Lake Forest, IL site on a quarterly basis to attend meetings.

You Will:

• Answer inbound phone inquiries and quickly respond to customer requests for documentation.
• Demonstrate problem solving and curiosity dealing with our customers and your colleagues.
• Use professional collection skills and techniques to identify customer reasons for delinquent account status including outbound calling.
• Work with multiple departments such as Credit, Sales, and Branch partners to resolve collections issues that may require special attention and resolve payment barriers.
• Maintain accurate and detailed customer contact notes following established standard repeatable processes.
• Work with customers and accounts receivable specialists to resolve situations which cause un-reconciled checks.
• Partner with Sales personnel on payment barrier removal.
• Provide Credit Managers with customer information to help evaluate customer payment terms.

You Have:

• High school diploma or equivalent
• 1+ year of experience solving customer issues in a customer service environment or inbound call center experience.
• Computer proficiency in programs such as MS Outlook, MS Word and MS Teams, and MS Excel (can maintain spreadsheets)
• Phone customer service skills and a solid command of English grammar for verbal and written interactions.
• The ability to work in Lake Forest, IL location for training and position requirements.

Rewards and Benefits:

With benefits starting day one, Grainger is committed to your safety, health and wellbeing. Our programs provide choice and flexibility to meet our team members' individual needs. Check out some of the rewards available to you at Grainger.

• Medical, dental, vision, and life insurance plans
• Paid time off (PTO) and 6 company holidays per year.
• Automatic 6% 401(k) company contribution each pay period.
• Employee discounts, parental leave, 3:1 match on donations and tuition reimbursement.
• A comprehensive set of emotional, financial, physical, and social wellbeing programs.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status or any other protected characteristic under federal, state, or local law. We are proud to be an equal opportunity workplace.

We are also committed to fostering an inclusive, accessible work environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one’s employment, should you need a reasonable accommodation during the application and selection process, including, but not limited to use of our website, any part of the application, interview or hiring process, please advise us so that we can provide appropriate assistance.