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Customer Service Associate, Zoro

Location: 

JANESVILLE, WI, US, 53546-8729

Date: 

Company Summary:
Zoro.com is an eCommerce company that sells business supplies, equipment, and tools—but we’re much more than just a website. We’re a team of people who win and lose together (we prefer winning!). Since 2011, Zoro has been working hard to make it easy for our customers to purchase everything they need to make their businesses go. Zoro currently offers over 4 million products, fast and free shipping, no-hassle returns, and exceptional customer service. We’ve grown quickly in a short time, recently surpassing 450 team members and reaching annual revenue of over $600 million. Add to that our award-winning culture—we were named a Great Place to Work for 2019-20, among other accolades—and we think Zoro is a pretty amazing place to work and grow.


Primary Function:

Customer Service Associates make Zoro run.  Our Customer Service Associates thrive in an open, sharing environment.  Whether it be assisting customers in the selection of product over the phone and online or generating lead opportunities by responding to cross-sell opportunities and converting inquiries into orders, our Customer Service Associates make sure Zoro’s Customer Service department is focusing on developing collective solutions that continually improve the customer experience.

 

 

A day in the life of a Customer Service Associate:

  • Uses the SAP system to provide information on pricing, availability and alternate product selection
  • Resolves customer problems promptly and accurately to drive customer loyalty
  • Efficiently records and processes orders, faxes, pending returns, returns, debits, credits, inquiries and feedback
  • Meets established volumes for number of calls taken or customer interactions handled and can adhere to a strict schedule
  • Takes personal ownership for meeting established individual and team metrics
  • Consistently executes on all requirements
  • Meets or exceeds monitoring standards on phones and online
  • Participates in all required training to ensure proper compliance of HAZMAT and refrigerant when processing transactions
  • Completes product training courses
  • Zoro Customer Service Associates field only inbound calls and rely on no scripts.  The environment fosters greater communication skills, critical thinking, problem resolution and decision making capabilities to enhance the customer experience.

 

To be successful in this role:

  • A high school diploma is required; Bachelor’s Degree strongly preferred
  • Available to start on second shift, with eligibility to move into an earlier shift after 90 days
  • Demonstrates competence in the application and use of computer and communications technology
  • Develops and maintains effective relationships with employees, internal partners, and customers so that business objectives can be achieved
  • Proven teamwork and people skills
  • Bi-Lingual skills preferred

 

Final note:  We share a commitment to our Zoro values – Win & Lose Together (We prefer winning!), Take Ownership, We Are Transparent, and Aspire to be Customer-Obsessed. Everything we do at Zoro is centered around delighting our customers. It's a natural extension of our company culture and how we care for each other. We believe when we act in ways that are consistent with these values, we can solve any technical challenge that lies ahead of us. As a Zoro employee, you can expect to work with smart, energetic people, learn something every day, and be valued for your perspective.

 

 

Zoro 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.