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Standard Work Process Consultant, Customer Service Centre

Acklands-Grainger inc.

This is a Contract position in Montreal, QC posted January 2, 2022.

 **This position is available to candidates in Saint-Laurent, Burnaby or Edmonton CSC.

Primary Function:

The Process Consultant for Standard Work, Customer Service Centre is responsible for assisting in the development, deployment and maintenance of standard work documentation within a Customer Service Centre (CSC) environment that employs cross functional partnerships across Grainger.  This includes supporting the implementation of a knowledge management system that organizes information in a common platform that is easily accessible for Leaders and Team.  The Process Consultant, will also perform various tasks to help CSC Leadership teams monitor and maintain standard work integrity. Ensuring adherence of best practices by all team members in an effort to effectively and consistently provide customers with an exceptional and effortless experience.

Principal Duties & Responsibilities: 

  • Develop and implement end to end standard work processes through collaboration with project stakeholders and subject matter experts.
  • Lead and advise on strategy/solution (user guide, job aid).
  • Work with Subject Matter Experts in various regional and corporate roles (USA & Canada).
  • Maintain a strong level of knowledge and understanding of the needs of all Customer Service Centres across USA & Canada (English & French)
  • Coach and mentor peers and CSC team members on skill development, use of tools, etc.
  • Ensure accuracy and appropriate documentation management of standard work, in accordance with ISO.
  • Help implement and maintain a common knowledge management tool.
  • Maintain the Customer Service Centre Sharepoint (upload/decommission documents)
  • Actively participate in various forums to promote and support standard work creation and adoption.  This includes Go Sees, Team Huddles, process review meetings, journey mapping, and metric reviews.
  • Actively engage with cross functional partners to support a standard work map that takes into account process flows outside of CSC network.  Generate suggestions on how to improve those processes both internally and cross functionally. 
  • Perform tasks that will assist in the governance, tracking and compliance processes to ensure standard work habits are healthy across the network. 
  • Responsible for ensuring assigned key service, compliance and efficiency metrics are above set targets.
  • Ensure standard work processes create an effortless customer experience and process efficiency improvements that are visible through the balanced scorecard and supporting metrics.
  • Help execute standard work packages that align with the training and development strategy.
  • Serve as subject matter expert for internal and external initiatives that impact CSC processes.

Preferred Education & Experience: 

  • Bachelor’s degree preferred in communications, marketing, business, or other related fields.  Minimum of 3 – 5 years in related field preferred.
  • Strong communication, process and organizational skills to assist deployment and monitoring of standardized systems cross functionally.
  • Focused and versatile team player who performs well in a fast paced environment.
  • Accomplished in and fosters the use of Continuous Improvement (CI) methods and tools.
  • Ability to manage multiple projects and tasks to completion with minimal supervision.
  • Exceptional technical ability with Microsoft Office tools (PowerPoint, Excel, Word)
  • Exceptional attention to detail, page (white space) and content layout
  • Exceptional written communication required
  • Exceptional time management and project management skills
  • High attention to detail and flawless execution
  • High attention to problem solving
  • Ability to work with cross-functional teams
  • Bilingual asset (especially if located in Quebec, Canada)
  • Contact centre experience asset

Work Environment:  

  • Requires travel 20% (Canada & USA) to build relationships, project collaboration, support in content development and training for different Customer Service Centres locations.
  • Work conditions are typical of an office environment.
  • Office job, requires the ability to lift
  • The work environment may require the collaboration with remote team members who may be in different time zones and represent different cultural experiences.
  • Fostering a collaborative work environment with appropriate tools & techniques is a requirement.
  • Independent, self-driven team member able to work in a virtual environment

Grainger strives to be an employer of choice, to attract and retain top diverse talent, and to provide a safe and positive work environment for all of its team members. As part of Grainger hiring process, pre-employment background checks will be required for all external candidates. Internal candidates will be required to undergo a pre-employment background check when they move from a non-driving role to a driving role and/or a director role and above position.

In accordance with Performance Excellence guidelines, team members are encouraged to apply for positions closely matching their experience/background and that are aligned with their Individual Development Plan. Grainger is committed to the principles and practices of employment equity. We invite all qualified women and men, including persons with disabilities, visible minorities, and Aboriginal Peoples to apply for our career opportunities. Accommodations are available on request for all persons with disabilities taking part in the selection process.