Customer Service Associate

Job Summary:

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. Your primary objective will be to deepen the relationship with Zoro customers and drive loyalty and sales by providing a seamless and satisfactory customer experience through efficient communication and problem-solving skills. This position is onsite in the Janesville, WI office with potential to transition to a hybrid work setting (two days in office per week) after the first 6 months of employment. 

Duties and 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.

Minimum Qualifications/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 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.

Compensation:

This position is hourly. Pay starts at $17.00/hour with the potential to earn $17.50 after your first three months, and $18.00/hour after one year.

Total Rewards

Zoro’s total compensation plan includes our Zoro Incentive Plan (ZIP) that is designed to foster and reward our team members for strong performance.

In addition to competitive compensation, Zoro offers comprehensive benefits and perks including:

• 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

For additional information and details regarding our benefits and our parent company, W. W. Grainger, please click on the link here.