At Grainger, We Keep the World Working®by serving more than4.6 million customersworldwide with maintenance, repair andoperating(MRO) products and value-added solutions delivered through innovative technology and deep customerexpertise. Known for its commitment to service and purpose-driven culture, the Company reported2025 revenue of$17.9 billion. The base salary for this role ranges between $ 88,960 - $ 122,320 , with eligibility for an incentive target of 15% 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 Inside Customer Service Representative Manager is responsible for providing leadership and guidance for the Customer Service team. The ICSR Manager will focus on providing a high level of leadership and be able to identify optimal solutions for customers, with the intent to improve WFS's service and gain share and profitability with each customer.

Translates leadership and strategic direction for Inside Customer Service Representative members

Communicates and executes a sound business strategy to team members that embraces change management

Makes sound, fact-based business decisions to support the needs and objectives of the business, while ensuring our principles remain at the heart of these decisions (Start with the Customer, Embrace Curiosity, Act with Intent, Compete with Urgency, Win as One Team, Invest in Our Success, Do the Right Thing)

Makes key decisions impacting every aspect of Customer Service, which includes activities that drive superior service, sales growth, strong customer relationships and internal partnerships, employee development, and expense/budget management.





Leads and equips the team with service expertise to become the customer’s first choice for the products and services they need to keep their workplaces safe, productive, and functioning.

Builds strong internal and external partnerships to make WFS our customers First choice

Develops and monitors the application of operating systems including policies and procedures, operating structure, and information flow.

Responsible for developing and implementing the functional strategy for the Customer Service Centre.

Understand and drive the Key Performance Indicators driving service excellence

Leads a team that proudly represents WFS Ltd. service and commitment to the customers and team members

Dedicates self and team to Operational Excellence by complying with all WFS Ltd. standard operating procedures, with a focus on continual process improvement

Ensures the volume of work produced meets productivity, service and exceeds quality standards.

Manages the activities of all team members within department with accountability for goals, objectives, and operational policies.

Reviews performance metrics, diagnoses root cause of underperformance and develops improvement plan

Implements proper staffing strategies to ensure flexibility to the needs of the business as well as payroll budgets

Facilitate and/or lead quality excellence amongst team members on special projects as required

Maintains safety and security for all team members and customers

Talent Management Identifies, analyzes, organizes,



and leads operational development opportunities that are scalable throughout the Customer Service organization that enhances the Customer Service strategy.

Conducts performance review discussions to ensure that expectations/goals are set, monitored, and executed.

Coaches the growth and development of Customer Service team members using available resources

Maintains regular and consistent communication to ensure team has all necessary information to provide best in class service

Combination of post-secondary education and experience or five years equivalent experience that meets the role requirements (customer service and/or leadership)

Demonstrates the ability to implement initiatives, manages projects and demonstrates change leadership

Possesses effective time-management skills and a sense of urgency

Demonstrated flexibility to adapt to shifting demands and competing priorities

Proficiency in MS Office

Strong competency in the use of technology and software applications including but not limited to S2K, CRM, call centre and other emerging technologies

Ability to relocate an asset

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.

📌 Inside Customer Service Rep. Manager (Windsor)
🏢 Grainger
📍 Windsor