Customer Service Associate

Zoro.com is a leading eCommerce platform offering nearly 12 million tools, parts and supplies for our business customers. 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, deepening relationships and driving loyalty through effective communication and problem-solving skills.

Responsibilities

• Work in a fast-paced multi-channel environment, following an assigned work schedule based on business needs
• Customer Support: Provide exceptional customer service via phone by addressing inquiries, resolving complaints, and ensuring customer satisfaction. Good written communication skills are required for note taking and submitting tickets
• Order Processing: Assist customers with placing orders, tracking shipments, processing returns, and managing account information
• Resource Knowledge: Develop a comprehensive understanding of our process resources, products, and services to effectively address customer questions 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
• 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

Skills

• 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 preferred
• 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 Monday through Friday, 8:00 AM to 4:30 PM for the first 12 weeks of training until transitioning into a permanent schedule

Benefits

• Medical, dental, vision, and life insurance plans with coverage starting on day one of employment
• Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents. We also support growing your family through access to adoption assistance program
• 6 free sessions each year with a licensed therapist and Wellhub portal membership to support your mental and emotional wellbeing
• At least 18 paid time off days annually for full-time employees and 6 company holidays per year
• 6% company contribution to a 401K Retirement Savings Plan each pay period, no employee contribution required
• Tuition reimbursement, student loan refinancing and access to financial counseling, education, and tools
• Charitable Gift Program - match gift to an eligible educational, cultural, community health, and human service organizations
• Employee discounts and admission to various civic and cultural institutions around Chicago
• Potential to earn $18.00 after your first three months*
• And $18.25/hour after six months**
• Hybrid work model gives you space to focus and the flexibility to live your life — asking team members to be onsite at least two days a week

Company Overview