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Zoro UK is a wholly owned subsidiary of Grainger (NYSE: GWW), a global industrial supplier headquartered in Lake Forest, IL, USA.
We are a new business in the Industrial MRO market, aiming to increase our market share and grow customer acquisition through a customer-focused proposition.
Zoro has offices in London and Leicester, with the Customer Service team based in Leicester.
Working for Zoro UK means being part of a start-up culture supported by an established global player in the MRO market. We aspire for rapid growth, encourage new ideas, seek to disrupt the market, and value individuals comfortable with ambiguity.
PRIMARY FUNCTION
The Customer Service Advisor role involves:
* Providing exceptional customer service
* Handling a high volume of calls and emails
* Managing order progression with timely customer contact
* Ensuring accurate order placement with attention to detail
* Providing after-sales customer care
This role, within an existing Customer Service Team, will contribute to building the Zoro brand among our growing customer base.
PRINCIPAL DUTIES & RESPONSIBILITIES
This role will:
* Handle customer inquiries efficiently via calls and emails to a high standard
* Take customer orders over the phone and respond to email queries from customers and suppliers
* Identify opportunities to improve our customer service
* Ensure customers have a positive experience with Zoro UK
* Place orders with suppliers and chase progress
* Manage back-office tasks such as order chasing, returns, and refunds
* Assist with additional tasks as needed
* Follow GDPR guidelines (training provided)
* Adhere to the company management system (ZIMS) requirements
EDUCATION & EXPERIENCE
* Minimum two years' experience in a customer service role
* Customer-focused mindset
* Ability to work independently and support team goals
* Proficiency in handling multiple inquiries simultaneously
* Strong attention to detail
* Calm and courteous under pressure
* Conscientious, enthusiastic, self-motivated
* PC literate; experience with SAP and Salesforce is advantageous
* Excellent verbal and listening communication skills
WORK ENVIRONMENT
* Hybrid working model (home and office)
* Collaborative team environment
IMPACT
Decisions made by this role include:
* Managing customer inquiries daily
* Driving the best customer experience
Organizational impact includes:
* Customer satisfaction and experience
* Benefits such as 33 days of leave (including bank holidays) with a buy scheme, staff discounts, a comprehensive pension scheme (8%), insurance options, sick pay, enhanced parental leave, Cycle to Work, quarterly events, and modern office facilities with free refreshments.
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