Customer Experience Representative - Lake Forest

Customer Service Representative Lake Forest, IL

We're hiring full-time, inbound Customer Service Representatives! If you're motivated by helping others, skilled in navigating multiple systems, and thrive in a fast-paced, high-volume environment, we want to hear from you. You'll be joining a collaborative team under the leadership of a Supervisor of Customer Experience starting July 20, 2026. Work location for this position is 100 Grainger Parkway, Lake Forest, IL 60045.

Schedule, Training & Work Environment: Enjoy your weekends off! We're currently hiring for the 8:30 a.m. 5:00 p.m. shift, Monday through Friday. Our comprehensive 8-week paid onsite training academy will set you up for success, empowering you to confidently connect with our customers. Training hours are Monday through Friday from 8:00am 4:30pm at 100 Grainger Parkway, Lake Forest, IL 60045. During training, you will:

• Learn to navigate our systems, software programs, and internal processes
• Build the core service skills you need, including: Critical thinking, Effective communication, Confident decision-making, Technical agility

After the successful completion of training, eligible team members can transition to a flexible hybrid work model: 3 days onsite / 2 days remote. Earn in opportunity to become voluntarily remote based on performance after 6 months. Eligible to bid for alternate shifts after 6 months. You also have the option of working in the office up to 5 days a week. Grainger will provide all equipment needed to work from home.

Grow with Grainger: Our highly engaged leaders and supportive team environment will help you learn, grow, and achieve success. Over time, you'll build the skills needed to advance your career across specialty teams or into other departments of our evolving business. Our Culture: We aspire to create a culture where each person is comfortable being who they are, is recognized and rewarded for their impact and can continue to learn, grow and realize their full potential.

You Will:

• Handle a high volume of inbound calls delivering quality customer service with professionalism, empathy, and efficiency
• Quickly navigate multiple computer screens, software programs, and databases to resolve inquiries
• Assist customers with order placement, product information/identification, product search, pricing, invoicing discrepancies, apply credit, and facilitate returns
• Problem-solve independently, using critical thinking and available resources to deliver fast, accurate resolutions
• Collaborate daily in a positive, team-based environment committed to doing business with ethics and integrity
• Maintain attention to detail while managing complex or time-sensitive customer issues
• Communicate clearly via phone and written messages

You Have:

• High School diploma or equivalent
• Minimum 1 year of customer service experience or experience in a customer-facing role
• A passion for delivering exceptional customer service and creating a positive experience for every customer
• Ability to thrive in a fast-paced, dynamic environment
• Ability to problem solve and make decisions with attention to detail
• A continuous improvement mindset, open to coaching and receiving feedback
• Proven ability to learn new technology and software quickly
• Comfortable navigating multiple programs and screens simultaneously
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams)
• Experience with Customer Relationship Management (CRM) systems and SAP a plus (not required)
• For hybrid/remote work: A secure, quiet workspace High-speed internet with minimum speeds of 15 Mbps download / 5 Mbps upload, ping under 80ms

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.