South Wigston, United Kingdom | Posted on 27/06/2025
The role of Customer Service Advisor is to:
* Provide our customers with exceptional customer service
* Handling a high volume of calls and emails
* Manage order progression whilst maintaining timely contact with customers.
* Ensure accurate order placement with attention to detail
* After sales customer care
Working as part of an existing Customer Service Team this role will help build out the Zoro brand to our growing customer base.
Principal Duties and Responsibilities
This role will:
* Handle customer enquiries (calls and emails) quickly and efficiently to a high standard.
* Take customer orders over the phone and answer email cases that come from customers and suppliers.
* Looking for opportunities to continually improve the service that we offer to our customers.
* Ensure that our customers come away with a positive experience of Zoro UK.
* Responsible for placing orders with suppliers and chasing the progress of such.
* Manage a range of back-office tasks from order chasing to raising returns and refunds.
* Assist and undertake any additional tasks.
* Ensure that GDPR guidelines are followed (training provided).
* Work towards the company management system (ZIMS) requirements at all times.
* Hybrid model of working split between home and office (approx 2 days per week).
* Collaborates closely with other members of the Zoro team.
Requirements
The experience requirements for the role are:
* 2+ years experience as a Customer Service Advisor or similar role.
* Customer focused mindset.
* Ability to work independently, whilst supporting team goals and objectives.
* Ability to multi-task and process a high volume of enquiries.
* Excellent eye for detail when dealing with multiple tasks simultaneously.
* Ability to remain calm and deal courteously with people whilst working under pressure.
* Conscientious, enthusiastic and a self-starter.
* PC literate and experience in using, SAP, Salesforce and Amazon Connect is advantageous but not essential.
* Excellent communication skills (both verbal and listening).
* 33 days of annual leave including bank holidays (+ buy scheme of up to 5 days).
* Birthday day off
* Staff discount on our website
* 8% pension contribution from employer.
* Medical, personal accident, life and income protection insurance are all included.
* Attractive company sick pay.
* Enhanced Maternity and Paternity leave.
* Discounted gym memberships
* Salary sacrifice benefit schemes includingCycle to Work and TechScheme.
* Company quarterly events.
* Bright, spacious, modern offices with free teas, coffees, soft drinks and nibbles!
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