Grainger
North America's leading B2B supplier of maintenance, repair and operating supplies and related services.
Chicago, IL

Technical Support Analyst, EDI/ePro

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Company Overview

Grainger is a broad line, business-to-business distributor of maintenance, repair and operating (MRO) supplies and other related products and services. More than 3.2 million businesses and institutions worldwide rely on Grainger for products such as safety gloves, ladders, motors and janitorial supplies, along with services like inventory management and technical support. These customers represent a broad collection of industries including commercial, government, healthcare and manufacturing. They place orders online, on mobile devices, through sales representatives, over the phone and at local branches. Approximately 5,000 suppliers provide Grainger with more than 1.6 million products stocked in Grainger's distribution centers and branches worldwide.

Position Description

The Technical Support Analyst is responsible for accurately creating customer profiles and maintaining those profiles in a variety of systems that are used to support some of the company's largest technical Services & Solutions. It is critical for this role to complete requests for building new profiles and performing maintenance as requested internal/external customers. This role will be a functional subject matter expert in all the interworking of our systems. In addition, this role will be required to handle the majority of the complex support issues. This role will require direct interaction with internal and external customers as needed. 

  • Process requests to add new customers into Grainger's system and ensure proper and accurate set-up.
  • Facilitate loading data into a variety of systems that are required to successfully service our customer and operate their solution.
  • Responsible for being a systems administrator in a variety of applications that support our operations. 
  • Handle complex support issues and troubleshooting for the customer specific solution.
  • Regular interaction with field partners and customers to resolve issues. 
  • Develop and build relationships with key stakeholders within the Services and Solutions team to ensure requests are processed correctly and accurately. May require frequent communications with other experts within the team to ensure requests are done properly.
  • Provide solution specific training to field partners and external customers during and/or after implementation as needed.
  • Elevate system bugs and enhancement ideas to business partners and support leadership.
  • Execute assigned maintenance requests within desired cycle time.
  • Identify solution and process improvement opportunities.
  • Escalation point for resolving complex problems related to database settings.
  • Perform other duties as assigned.

Position Requirements:

  • BS/BA or equivalet preferred.
  • 3 to 5 years experience in related field preferred.
  • Detail oriented and quality focused as well as analytical and resourceful with an ability to plan, prioritize and organize multiple projects.
  • Ability to influence and build relationships cross-functionally while creating an environment that fosters teamwork to achieve common goals.
  • Outstanding verbal and written communication skills.
  • Effectively uses independent judgment to quickly solve customer problems
  • Demonstrated ability to drive results with the passion, energy and business skills to drive a consistent customer experience.
  • Working knowledge of Microsoft Office Suite to include Word, Excel, PowerPoint, and Access.
  • Working knowledge of the Services and Solutions offer preferred.
  • Position is based at corporate in Lake Forest

EEOC Statement

Grainger is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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What are Grainger Perks + Benefits

Grainger Benefits Overview

With benefits starting day one, Grainger is committed to your safety, health and wellbeing. Our benefits provide a wide range of programs and resources for nearly every aspect of the full life you and your family lead – supporting your life today and in the future.

Some benefits are provided automatically, while others are offered at reduced group rates. Whatever you need, you’ve got this because you’ve got Grainger. Visit GraingerTotalRewards.com for a complete picture.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
In-person all-hands meetings
Employee awards
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Team members connect in, African American, Asian-Pacific Islander, Disability, Equality Alliance, Generational, Latino, Veterans and Women's Business Resource Groups.
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Transgender health care benefits
Abortion travel benefits
Financial & Retirement
401(K)
Team members can contribute up to 75% of pay up IRS limits on a pre- or post-tax basis. Your contributions are always 100% vested.
401(K) matching
Grainger automatically contributes 6% of your eligible pay into your retirement savings plan account each pay period. This contribution is always 100% vested.
Employee stock purchase plan
You are eligible to participate in Grainger's ESPP once you have completed at least 90 days of service and are regular full-time or regular part-time, scheduled to work at least 20 hours a week.
Performance bonus
Charitable contribution matching
For every $1 a team member donates to charity, Grainger amplifies that impact with a $3 matched donation.
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Adoption Assistance
Grainger supports team members and their families who are in the process of adopting by reimbursing up to $6,000 per adoption for eligible expenses.
Return-to-work program post parental leave
Fertility benefits
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Beverages and coffee on demand in our downtown locations.
Onsite office parking
We offer employees discounted parking rates at our Chicago office locations.
Relocation assistance
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Our tuition reimbursement plan covers the first $5,250 per year towards a degree program. Amounts that exceed $5,250 are reimbursed at 50% and there is no program maximum.
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications
Personal development training

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