Title: Customer Experience Representative - Lake Forest Location: LAKE FOREST, IL, US, 60045-5202 Workplace: Hybrid Department: Customer Service (US) Job Description: Work Location Type: Hybrid Req Number 331543 About Grainger W.W. Grainger, Inc. is a leading broad line distributor with operations primarily in North America and Japan. At Grainger, We Keep the World Working® by serving more than 4.6 million customers worldwide with maintenance, repair and operating (MRO) products and value-added solutions delivered through innovative technology and deep customer expertise. Known for its commitment to service and purpose-driven culture, the Company reported 2025 revenue of $17.9 billion. For more information, visit www.grainger.com.  Compensation The anticipated base pay compensation range for this position is [[cust_payrangemin]] – [[cust_payrangemax]]. This role is eligible for an incentive target of up to [[cust_stippercent]] % or $ [[Cust_stipdollar]], 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. For additional information and details regarding Grainger’s benefits, please click on the link below: https://experience100.ehr.com/grainger/Home/Tools-Resources/Key-Resources/New-Hire Grainger Benefits The pay range provided above is not a guarantee of compensation. The range reflects the potential base pay for this role at the time of this posting based on the job grade for this position. Individual base pay compensation will depend, in part, on factors such as geographic work location and relevant experience and skills. The anticipated compensation range described above is subject to change and the compensation ultimately paid may be higher or lower than the range described above. Grainger reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion at any time, consistent with applicable law. 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, should you need a reasonable accommodation during the application and selection process, including, but not limited to use of our website, any part of the application, interview or hiring process, please advise us so that we can provide appropriate assistance.

Title: Customer Account Specialist Location(s): Ashland City, TN, US, 37015 Business Unit: CORPORATE Hybrid, Onsite or Remote: Hybrid Company / Location Information A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom. Primary Function Responsible for the collection of delinquent balances and outstanding non-payment collection from external customers. The incumbent will use a variety of communication methods and strategies to ensure funds and payments while maintaining strong customer relations. Responsibilities - Generates aging reports and performs analysis on accounts within an assigned portfolio. - Serves as the first point of contact for customers on account related issues. - Identifies and analyzes accounts with past due balances; portfolio consists of complex, high volume accounts requiring extensive analysis and customer contact. - Contacts external customers to negotiate and ensure account payment and resolution of past due balances by means of telephone, email, mail and by Zoom. - Contacts customer regarding repayment of deductions/short pays and works with other departments to resolve any issues – maintains accurate notes for all deductions and report results at manager meetings. - Analyzes accounts to identify customers that may require credit suspension, rebilling, write-offs, or third-party collections placement and takes appropriate action in each instance. - Records and maintains records of delivery to document services/products were rendered. - Ensures all contact information is correct for assigned portfolio: contacts, phone, address, email, A/P, Payor account, etc. and updated as notified. - Performs account analysis with explanations and answers to any inquiries; handles escalated, complex, or problematic calls from junior level collectors. - Prepares documentation required for Legal Department and submit to management for approval; including analysis of payment history, invoice copies, detail any credits and any other entries on the account. - Notifies appropriate management and sales of bankruptcy status and includes on monthly reporting; maintains all relevant files on designated shared drive. - Communicates complex idea to external and internal customers and all levels of management. - Manipulates large amounts of data and reports in Excel utilizing pivot tables and formulas to validate results. - Identifies root cause issues and addresses customers to influence customer behavior. - Recommends efficiencies to procedures and customer payment plans to ensure department goals are achieved. Qualifications - High school diploma or GED - 3+ years related work experience or training - Strong work ethic - Must be self-motivated in a fast-paced environment Additional Qualifications: - Strong negotiation skills - Excellent business writing and speaking skills - Superior customer service to both external and internal customers - Problem solving skills; able to make quick, accurate, decisions on critical matters - Detail oriented and good organization skills - Demonstrated analytical skills - Solid mathematical comprehension: proficiency with spreadsheets and databases, research and organize large volumes of data, basic accounting knowledge, basic understanding of interpreting financials - Proficient with MS Office including intermediate Excel, Word, and Outlook - Knowledge of SAP - a plus Education High School Diploma or GED We Offer Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance. #Appcast ADA Statement & EEO Statement In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis. We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

Role Description Ensuring the accuracy and reliability of our DaaS platform by logging, tracking, and resolving client issues, guaranteeing exceptional customer satisfaction and support. - Analyzing financial market data usage patterns and trends to derive insightful feedback, contributing to the enhancement of our data offerings. - Overseeing client accounts, swiftly addressing and resolving issues, and employing a proactive strategy to prevent future challenges. - Collaborating with our leadership team to refine customer support strategies and account management practices, ensuring they align with our data-centric mission. - Using your expertise in customer engagement and data analysis to drive business growth, focusing on sophisticated customer solutions and data-driven decision-making. Qualifications - Passionate about building a career in customer service and sales within the finance industry. - Strong interest in data services and financial market data analysis. - Excellent written and verbal communication skills. - Full professional proficiency in English; additional languages are a plus. - BA/BS degree in Business Administration or a related field, or equivalent practical experience. - Previous experience in Customer Support is preferred. - Experience in international business or roles requiring strong analytical skills is a plus. - Demonstrated leadership potential, strong problem-solving and communication skills, high integrity, curiosity, and a collaborative mindset. - Ability to adapt quickly in a fast-paced, dynamic environment. - Strong interest in innovation and continuous improvement within financial services. Benefits - An agile and fast-evolving work culture that champions professional growth and development. - A globally diverse and inclusive workplace with ample opportunities for career advancement. - Competitive compensation, flexible work arrangements, and a relaxed dress code.

Manage inbound calls while providing high-quality customer service, identify customer needs and offer solutions, and maintain professionalism in all interactions to ensure a positive experience for clients.