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 Associate at Zoro, you will play a crucial role in delivering exceptional service to our customers by promptly and accurately resolving their inquiries or issues. Your primary objective will be to deepen the relationship with Zoro customers and drive loyalty and sales by providing a seamless and satisfactory customer experience through efficient communication and problem-solving skills. This position is
onsite in the Janesville, WI office with potential to transition hybrid within the first 6 months of employment.
Duties and Responsibilities :
- Work in a fast-paced multi-channel environment ( including but not limited to e-mails, phone calls), following an assigned work schedule based on business needs.
- Customer Support: Provide exceptional customer service via phone and email, addressing inquiries, resolving complaints, and ensuring customer satisfaction.
- Order Processing: Assist customers with placing orders, tracking shipments, processing returns, and managing account information.
- Product Knowledge: Develop a comprehensive understanding of our products and services to effectively address customer questions by utilizing multiple resources in order to provide the correct information.
- Issue Resolution: Troubleshoot and resolve customer issues promptly and efficiently, escalating complex matters to the appropriate department when necessary.
- Email Response Goals: Meet or exceed daily/weekly/monthly goals for responding to customer emails within the designated time frame, ensuring timely and accurate resolutions.
- Communication: Maintain clear and professional communication with customers and internal teams, ensuring accurate information exchange and timely follow-up.
- Quality Assurance: Adhere to company policies and procedures, ensuring compliance with quality standards and service level agreements.
- Documentation: Accurately document customer interactions, including inquiries, resolutions, and feedback, in the appropriate system/tools.
Minimum Qualifications/Requirements:
- At least 1 year of Customer Service or related experience, preferably in a fast-paced environment such as a contact center.
- Excellent verbal and written communication skills, with the ability to listen & convey information clearly and effectively.
- Proficient in using customer service hardware and software, CRM (customer relationship management) systems, and other relevant tools.
- Strong problem-solving, critical thinking and decision-making skills, with the ability to think quickly.
- Ability to use various information sources to answer questions, identify problems and appropriately resolve customer issues.
- High School diploma or equivalent
- Must have transportation and ability to attend work onsite in Janesville, WI,
- Ability to work training hours of Monday through Friday, 8:00 AM to 4:30 PM for 12 weeks until transitioning into permanent schedule, after completing the 12 weeks of training
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 opportunities 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.
