Company Summary:
Zoro is an eCommerce company that’s on a mission to help business owners get everything they need to run their businesses and thrive–from office supplies to power tools. But we’re way more than a website. We’re a team of great people with an award-winning culture. Check us out and see for yourself!
Job Summary:
As a Customer Service Supervisor at Zoro, you make Zoro run. Our Customer Service Supervisors oversee delegated aspects of Zoro’s Customer Service function. Whether it be supervising Customer Service Agents that answer inbound calls and emails from our customers, impacting our customers’ perception of Zoro or building customer relationships, our Customer Service Supervisors make sure Zoro’s Customer Service department is as friendly, helpful and knowledgeable as possible.
Duties and Responsibilities:
A day in the life of a Customer Service Supervisor:
- Utilizing exceptional communication skills, critical thinking, problem resolution and decision making capabilities to enhance the customer and team member experience
- Providing leadership to 2 – 16 direct reports, including coaching and holding them accountable to the metrics and quality goals set by the department
- Helping manage the selection, development, involvement, recognition and retention of employees who contribute to the growth of our business
- Overseeing employee working time, and help to ensure optimal Customer Service coverage in accordance with Zoro Attendance Guidelines and Company Policies
- Identifying opportunities for and contributing to the development of the documentation of Customer Service processes, customer policies, and performance management
- Identifying opportunities for productivity improvements in the Customer Service function
- Maintaining strong relationships with all other functional areas of the business to ensure smooth and efficient cross functional processes and to help amplify the voice of the customer experience
- Assisting in customer-facing work as needed, encouraging a win and lose together atmosphere
Qualifications:
- Work a hybrid schedule in our Chicago office (2 days on-site)
- A high school diploma is required; Bachelor’s Degree strongly preferred
- Demonstrate competence in the application and use of computer and communications technology
- Develop and maintain effective relationships with employees, internal partners, and customers so that business objectives can be achieved
- Proven teamwork and people skills
- Supervisory skills for staffing, coaching, counseling and all other employment related activities with an ability to approach problems in an unbiased and open-minded manner
- Fiduciary responsibilities require the ability to act with integrity, discretion and sound judgment
- Has a solid understanding of the industry, product portfolio and customer base
- Understands business processes and the structure and function of Zoro
- Understands all operations of a Customer Service Center and an awareness of the other areas and how they link to and impact each other
Zoro Values and Inclusive Culture:
Zoro is dedicated to fostering an environment where people of all backgrounds and beliefs are represented and valued. We aim to empower all of our employees to learn about, raise awareness of, and promote diversity and inclusion through all of our workplace interactions. Zoro is a place where everyone can learn, grow, and thrive. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status.
We are proud to be an equal opportunity workplace.
