Company Description
Zoro UK is a wholly owned subsidiary of Grainger (New York Stock Exchange code: GWW), a global industrial supplier with headquarters in Lake Forest, IL, USA. We are a new business in the Industrial MRO market, looking to increase our share of market and grow customer acquisition, through a proposition that is focused on the needs of our customers.
Zoro has offices in both London and Leicester. The Customer Service team is based in Leicester.
Working for Zoro UK means working within a start-up culture but with the backing of an established global player within the MRO market. We aspire fast growth; we seek new ideas to succeed and disrupt the market; we solve problems and seek out new ones; and we seek individuals who are comfortable with ambiguity.
Primary Function
The role of Customer Service Advisor is:
1. Provide our customers with exceptional customer service.
2. Handling a high volume of calls and emails.
3. Manage order progression whilst maintaining timely contact with customers.
4. Ensure accurate order placement with attention to detail.
5. 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 & Responsibilities
This role will:
1. Handle customer enquiries (calls and emails) quickly and efficiently to a high standard.
2. Take customer orders over the phone and answer email cases that come from customers and suppliers.
3. Look for opportunities to continually improve the service that we offer to our customers.
4. Ensure that our customers come away with a positive experience of Zoro UK.
5. Responsible for placing orders with suppliers and chasing progress.
6. Manage a range of back-office tasks from order chasing to raising returns and refunds.
7. Assist and undertake any additional tasks.
8. Ensure that GDPR guidelines are followed (training provided).
9. Work towards the company management system (ZIMS) requirements at all times.
EDUCATION & EXPERIENCES
1. Previous experience within a customer service role (minimum two years preferred).
2. Customer focused mindset.
3. Ability to work independently, whilst supporting team goals and objectives.
4. Ability to multi-task and process a high volume of enquiries.
5. Excellent eye for detail when dealing with a number of tasks simultaneously.
6. Ability to remain calm and deal courteously with people whilst working under pressure.
7. Conscientious, enthusiastic and a self-starter.
8. PC literate – experience of SAP and Salesforce advantageous.
9. Excellent communication skills (both verbal and listening).
WORK ENVIRONMENT
1. Hybrid model of working split between home and office.
2. Collaborates closely with other members of the Zoro team.
IMPACT
Describe Types Of The Decision Made By This Job
1. Day to day responsibilities for managing customer enquiries.
2. Determining how to drive the best customer experience.
Describe the impact this job and the decisions it has on the organisation:
1. Customer experience and satisfaction.
Benefits
1. 33 days of annual leave including bank holidays (+ buy scheme of up to 5 days).
2. Staff discount on our website.
3. Brilliant pension contribution (8% from Zoro UK!).
4. Medical, personal accident, life and income protection insurance are all included.
5. Attractive company sick pay.
6. Enhanced Maternity and Paternity leave.
7. Perkbox subscription.
8. Cycle to Work Scheme.
9. Company quarterly events.
10. Bright, spacious, modern offices with free teas, coffees, soft drinks and nibbles!
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