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. The base salary for this role ranges between $83,300 - $130,000, with eligibility for an incentive target of 10% which is contingent upon achieving both individual and company performance objectives.

The pay range above is not a guarantee of compensation but reflects the potential total compensation for this role at the time of this posting based on the assigned job grade. This job posting is for an existing vacancy.

The Manager, Customer Experience is responsible for direct management of a team of approximately 15 Team Members. The leader role is the key to ensuring Customer Service Center teams are delivering peak performance. This is done by providing direct coaching to NEX team members.

The Manager is also responsible for processes to safeguard compliance with company policies/procedures, supporting continual process improvement, ensuring the timeliness, quality and effectiveness of all processes performed within a given area of responsibility. This includes, but is not limited to, recruiting, hiring, staffing and forecasting, establishing work processes and procedures, continuous improvement and service level achievement.

Brings key stakeholders together to solve customer issues and operational improvements. Builds effective/collaborative business relationships to drive improvements to the customer experience.

Takes cost out of the business:



improves performance, reduces shrink, delivers waste reduction, implements automation and function specific opportunities.

Understands the needs of the customer, Team Member and business; Identifies changes in customer behavior and adjusts to meet changing demands.

Demonstrates function ownership - leverages resources effectively and manages day-to-day activities to ensure functional goals are achieved. Ensures customer specific standard work and account notes are accurate and up to date.

Provides frequent, direct coaching and development to team members including huddles and 1 on 1 talent development.

Reviews performance metrics, diagnoses root cause of underperformance and develops an improvement plan for team members.

Strategic thinker and creative problem solver - demonstrated strength with identifying and implementing changes that significantly improve the customer experience and drive operational efficiencies.

Executes deployments and changes with own team to ensure team member understanding, adoption, stabilization and benefits realization. Demonstrates function ownership - leverages resources effectively and manages day-to-day activities to ensure functional goals are achieved.

Managers often help TMs take on stretch assignments, participate in projects etc to grow their skills.





Participates in CSC projects as needed

Review Voice of the Customer feedback and coach team members accordingly.

High School Diploma/GED or equivalent experience or equivalent required

Bachelor's Degree BA/BS or equivalent preferred

3+ years of customer service experience. Proven process improvement experience (analytics, problem-solving, and decision making skills) in order to drive results. Demonstrate excellent communication and organization skills, employee development skills, and team building.

Demonstrated flexibility to adapt to shifting demands and competing priorities.

Strong competence in the use of technology and software applications including SAP, CRM, Verint, Microsoft Office, SalesForce and other emerging technologies.

Some travel may be required

Extended management through leader visibility/availability

Medical, dental, vision and prescription drug coverage

Paid time off (PTO) and up to 12 company holidays per year (dependent on home province)

Life insurance coverage, including spousal and dependent life insurance.

Employee Family Assistance Program to help team members with physical, emotional, mental, financial and other concerns

Registered Retirement Savings Plan & Defined Contribution Pension Plan to help you save for your financial future

We encourage you to apply even if your experience doesn't perfectly match this job post as you may still be the right candidate for this role or others. All qualified applicants are considered for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, age, or disability.

📌 Seller Support Manager (Quebec City)
🏢 Grainger
📍 Quebec City