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Customer Service Supervisor, Zoro

Location: 

Remote, IL, US, N/A BUFFALO GROVE, IL, US, 60089-4525 JANESVILLE, WI, US, 53546-8729

Date:  Sep 23, 2022

Company Summary: 

 

Zoro offers millions and millions of products — an endless aisle with everything you need to run your business. We offer fast and free shipping, no-hassle returns, and exceptional customer service. We’ve grown quickly in a short time and are continuing to do so while aggressively growing our revenue. We are excited to be a part of an award-winning culture — we have been named a Great Place to Work for multiple years in a row, among other local and national accolades. We think Zoro is a pretty amazing place to work and grow, and think you will too! 

 

Primary Function:

 

Customer Service Supervisors 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:

 

  • 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

 

 

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 Values and Inclusive Culture:  

 

Zoro is dedicated to fostering an environment where people of all backgrounds and beliefs are represented, and all team members can be confident that their experiences and perspectives are valued. Zoro aims to empower all employees to learn about, raise awareness, and promote diversity and inclusion through all of our workplace interactions. Zoro is a place where everyone can learn, grow and thrive. 

 

We recognize the courage and effort it takes to apply for your next opportunity. We also recognize that there is rarely such a thing as a perfect candidate. Even if you do not meet every qualification, we still encourage you to apply -- we do not want to miss out on meeting the next person who could emerge as a key contributor to our business and culture.

 

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.