Bilingual Supervisor, Customer Service Centre Work Location Type: Hybrid Position Summary The Customer Service Centre Supervisor will lead a team of up to 15 members and manage the day‑to‑day operations of the Customer Service Centre, driving workforce efficiencies, customer service, reporting, and performance management. The supervisor ensures engagement from the entire team, maintains compliance with company policies and procedures, and continuously improves processes to meet Grainger’s strategic objectives.

Responsibilities - Direct management and supervision of the daily operations of up to 15 front‑line team members that support internal and external customers.

- Plan, direct, monitor, and evaluate workflow; coordinate work activities and assign goals to meet operational requirements.
- Provide regular 1:1 behavioral coaching and situational leadership to sustain individual and team performance.
- Assist team members to ensure resources are available to complete daily work.
- Review performance metrics, diagnose root causes of underperformance, and develop informal and formal improvement plans.
- Monitor phone calls regularly and score them based on quality standards.
- Keep the team informed of process improvements and changes and solicit feedback.
- Participate in the selection/hiring process and support onboarding/training of new hires.
- Celebrate team and individual successes and drive higher employee engagement.
- Identify and recommend operational improvements.

Education & Experience - High school diploma or equivalent; bachelor degree preferred.





- Minimum 3 to 5 years of customer service experience.
- Supervisory experience preferred.
- Passion for the customer experience and team member development with an ability to energize others.
- Strong interpersonal and communication skills.
- Exhibit flexibility to adapt to shifting demands and competing priorities.
- Ability to train and coach team members on processes, procedures, compliance, and product knowledge.
- Solid competence in the use of technology and software applications; desired applications include SAP, SOE, Verint, PowerBI, and other emerging technologies.
- Ability to plan, organize and delegate work.

Compensation The base salary for this role ranges between $67,440 – $92,730, with eligibility for an incentive target of 5% contingent upon achieving both individual and company performance objectives. The pay range is an estimate and may change over time; final compensation may fall above or below the range provided. Grainger reserves the right to amend, modify, or discontinue its compensation and benefits programs as permitted by law. Rewards &

Benefits Our programs provide choice and flexibility to meet your individual needs. Check out some of the benefits available to you with Grainger (may vary based on hours worked):

- 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 - Educational & Professional Membership Fee Assistance program - Employee discounts, team member perks and more!

Background Check Pre‑employment background checks are required for all external candidates. Internal candidates undergo a background check when they move from a non‑driving role to a driving role.

Equal Opportunity Statement We are proud to be an equal‑opportunity workplace. All qualified applicants are considered for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, age, or disability. Should you need a reasonable accommodation during the application and selection process, please advise us so we can provide appropriate assistance.

DEI Statement 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. We aspire to create a culture where everyone feels comfortable being who they are, can learn and grow to realize their full potential, and is recognized and rewarded for their impact.

📌 Bilingual Supervisor, Customer Service Centre (Quebec City)
🏢 W.W. Grainger
📍 Quebec City