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Full-Time

Customer Service Associate

Full-Time

Confirmed live in the last 24 hours

Zoro

Zoro

501-1,000 employees

E-commerce platform for industrial supplies

Industrial & Manufacturing
Consumer Goods

Entry, Junior

Remote in USA

Category
Customer Support
Customer Success & Support
Required Skills
Communications
Customer Service
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
  • Ability to attend training sessions Monday to Friday, 8:00 AM to 4:30 PM, for four weeks, followed by working your scheduled hours during an eight-week period where you will apply your training on the job with additional support.
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.

Zoro.com is an e-commerce platform that sells industrial equipment, supplies, and tools, primarily serving businesses in manufacturing, construction, healthcare, and education. It operates in the Maintenance, Repair, and Operations (MRO) market, offering a wide range of products at competitive prices through a user-friendly online platform. Zoro differentiates itself by focusing on excellent customer service and providing detailed product information, which helps customers make informed decisions. The company's goal is to be a leading provider in the MRO market while ensuring a seamless shopping experience.

Company Stage

N/A

Total Funding

N/A

Headquarters

Canteleu, France

Founded

2011

Growth & Insights
Headcount

6 month growth

12%

1 year growth

12%

2 year growth

12%
Simplify Jobs

Simplify's Take

What believers are saying

  • Partnerships with companies like Ultimation expand Zoro's product offerings and customer reach, enhancing its market position.
  • The appointment of a new CFO, Irene Holman, could bring fresh strategic insights and drive financial growth.
  • Zoro's emphasis on customer satisfaction and ease of use can lead to high customer retention and positive word-of-mouth.

What critics are saying

  • The MRO market is highly competitive, with major players like Grainger potentially overshadowing Zoro.
  • Dependence on a vast catalog means inventory management challenges, which could impact operational efficiency.

What makes Zoro unique

  • Zoro's focus on competitive pricing and a vast catalog of industrial products sets it apart from competitors who may not offer the same breadth or cost advantages.
  • The user-friendly online platform with detailed product descriptions and specifications enhances customer decision-making, unlike some competitors with less intuitive interfaces.
  • Zoro's ability to leverage economies of scale allows it to offer lower prices, a significant advantage over smaller competitors.