Customer Service Supervisor - Tempe, AZ
Grainger
Customer Service Supervisor - Tempe, AZ
Date: Apr 13, 2026
Location: TEMPE, AZ, US, 85283-4475
Company: Grainger Businesses
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.
Compensation
The anticipated base pay compensation range for this position is $57,200.00 – $95,300.00. This role is eligible for an incentive target of up to 10 % or $, based on the achievement of individual and company performance objectives in accordance with the current terms of the incentive program which are subject to change.
Rewards and Benefits
With benefits starting on day one, our programs provide choice and flexibility to meet team members' individual needs, including: Medical, dental, vision, and life insurance plans with coverage starting on day one of employment and 6 free sessions each year with a licensed therapist to support your emotional wellbeing. 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, tuition reimbursement, student loan refinancing and free access to financial counseling, education, and tools. Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents.
Position Details
As a Supervisor, Customer Service or Support you oversee the daily operations of a team of (up to) 16 representatives that support customers that want to place an order or have questions regarding their account. You are necessary in ensuring Grainger customer service teams are delivering their best. This is done by providing direct coaching to team members. You will manage engagement from the entire team and assist the team in overcoming obstacles. You will report to the Sr Manager, Customer Experience.
You Will
- Provide guidance, plan, direct, evaluate work flow and assign tasks and goals.
- Coordinate work activities to achieve the volume expected to meet operational requirements.
- Spend at least 60% of time directly working with team to guide development and performance.
- Provide frequent, direct coaching to team members including daily huddles and weekly 1 on 1 coaching.
- Review performance metrics, diagnoses cause of underperformance and develops an improvement plan.
- Monitor phone calls and scores those calls based on internal quality standards.
- Keep team informed of important events in the center and solicit feedback.
- Participate in the selection, hiring, onboarding of new hires.
- Promote employee engagement through direct interaction and support.
- Celebrate team and individual success.
- Assist Workforce Management when needed to ensure resources are available when needed.
You Have
- High School Diploma/GED or equivalent experience or Bachelor's Degree
- 3+ years of customer service experience.
- 2+ years Supervisory experience
- 2+ years call center supervisory experience
- Experience managing team members to achieve personal and team goals
- Experience using Genesys, Success Factors, NICE and other latest technologies.
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 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.