Customer Service Center Compliance Specialist

Primary Function:

The Customer Service Center (CSC) Compliance Specialist is responsible for performing daily audits that contribute to the compliance and oversight of CSC team members performance related to high risk/ high dollar transactions (returns, free of charge orders, credits/ debits, and freight and price overrides) to mitigate company risk.

Principal Duties & Responsibilities:

• Aids in the development and continual review of CSCBX standard work documentation
• Assists with performing compliance risk assessments.
• Partners with key business partners across the network, including CSC functional areas, Operations, CI, Pricing, OTC, Internal Controls, and Internal Audit.
• Understands CSC process controls and works with confidential and sensitive data used to protect profit and revenue.
• Assists with managing operational risk by performing daily audits in accordance to CSCBX requirements and guidelines.
• Identifies trends and issues, probes to uncover potential root cause and escalates to appropriate business partners.
• Attends internal CSCBX team calibration sessions to ensures consistency and accuracy with processing daily audits.

Primary Function:

The Customer Service Center (CSC) Compliance Specialist is responsible for performing daily audits that contribute to the compliance and oversight of CSC team members performance related to high risk/ high dollar transactions (returns, free of charge orders, credits/ debits, and freight and price overrides) to mitigate company risk.

Principal Duties & Responsibilities:

• Attends internal CSCBX team calibration sessions to ensures consistency and accuracy with processing daily audits.
• Understands CSC process controls and works with confidential and sensitive data used to protect profit and revenue.
• Aids in the development and continual review of CSCBX standard work documentation
• Identifies trends and issues, probes to uncover potential root cause and escalates to appropriate business partners.
• Partners with key business partners across the network, including CSC functional areas, Operations, CI, Pricing, OTC, Internal Controls, and Internal Audit.
• Assists with managing operational risk by performing daily audits in accordance to CSCBX requirements and guidelines.
• Assists with performing compliance risk assessments.

Preferred Education & Experience:

EXPERIENCE, EDUCATION, CERTIFICATION:

• Ability to interact with employees from different functions and all levels in order to address issues.
• Experience in relevant computer applications and contact center systems
• Demonstrated ability to work independently and use good judgment.
• Proficient in data entry skills
• Proficient in Microsoft Office
• Good analytical, problem solving and troubleshooting skills
• Excellent organizational, time management, and multitasking abilities
• Strong sense of customer service
• Strong oral and written communication skills

Impact:

The Customer Service Center Compliance Specialist has a daily impact on Team Member’s performance by evaluating the consistency and excellence of high-risk transactions. This position will be responsible for identifying trends and gaps in the process to mitigate risk to the company and initiating resolution to strive for superior Customer Service.

Reward

Our programs provide choice and flexibility to meet your individual needs. Check out some of the benefits available to you with Grainger (may vary based on hours worked):

• Employee discounts, team member perks and more!
• Medical, dental, vision and prescription drug coverage
• Employee Family Assistance Program to help team members with physical, emotional, mental, financial and other concerns
• Life insurance coverage, including spousal and dependent life insurance
• Paid time off (PTO) and up to 12 company holidays per year (dependent on home province)
• Educational & Professional Membership Fee Assistance program
• Registered Retirement Savings Plan & Defined Contribution Pension Plan to help you save for your financial future

DEI Statement

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. We aspire to create a culture where everyone is comfortable being who they are, can learn and grow to realize their full potential, and is recognized and rewarded for their impact.

Pre-employment background checks are required for all external candidates. Internal candidates undergo a background check when they move from a non-driving role to a driving role.

Grainger is an Equal Opportunity Workplace. All qualified applicants are considered for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, age, or disability. Accommodations are available on request.