Full-Time

Customer Service Associate

Full-Time

Posted on 8/23/2024

Zoro

Zoro

501-1,000 employees

E-commerce platform for industrial supplies

Industrial & Manufacturing
Consumer Software
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 by sourcing directly from manufacturers. Zoro's user-friendly online platform allows customers to easily find and purchase items, while the company generates revenue through product sales and expedited shipping options. The goal of Zoro is to provide excellent customer service and a seamless shopping experience for its clients.

Company Stage

N/A

Total Funding

N/A

Headquarters

Canteleu, France

Founded

2011

Simplify Jobs

Simplify's Take

What believers are saying

  • Zoro's partnership with Ultimation expands its quick-ship material handling solutions.
  • The rise of AI-driven inventory management can optimize Zoro's stock levels.
  • Increased demand for home office supplies due to remote work trends benefits Zoro.

What critics are saying

  • Grainger's expansion and financial strength pose significant competition to Zoro.
  • Zoro's digital-first model is vulnerable to technological disruptions.
  • Grainger's focus on sustainability may attract environmentally-conscious customers away from Zoro.

What makes Zoro unique

  • Zoro offers a vast catalog of over 1 million unique products.
  • The company focuses on competitive pricing and excellent customer service.
  • Zoro's digital-first model ensures a seamless online shopping experience.

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Benefits

Performance Bonus

INACTIVE