Job Description
Zoro.com is a leading eCommerce platform offering a wide range of tools, parts, and supplies for business customers. As a Customer Service Associate, you will be responsible for delivering exceptional customer service, resolving inquiries, and deepening customer relationships to drive loyalty and sales. This position requires effective communication and problem-solving skills to ensure a seamless customer experience. 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 Skills 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 Benefits 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 Company Overview Tools, Parts, and Supplies for Your Business™ Zoro has the tools, parts, and supplies your business needs to get the job done—all at affordable prices. It was founded in 2010, and is headquartered in Buffalo Grove, Illinois, USA, with a workforce of 501-1000 employees. Its website is