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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 for 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:

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 & 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 progress

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
EDUCATION & EXPERIENCES

Previous experience within a customer service role (minimum two years preferred)

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 a number of tasks simultaneously

Ability to remain calm and deal courteously with people whilst working under pressure

Conscientious, enthusiastic and a self-starter

PC literate – experience of SAP and Salesforce advantageous

Excellent communication skills (both verbal and listening)
WORK ENVIRONMENT

Hybrid model of working split between home and office.

Collaborates closely with other members of the Zoro team.
IMPACT

Describe types of the decision made by this job:

Day to day responsibilities for managing customer enquiries

Determining how to drive the best customer experience

Describe the impact this job and the decisions it has on the organisation:

Customer experience and satisfaction

Benefits

33 days of annual leave including bank holidays (+ buy scheme of up to 5 days).

Staff discount on our website

Brilliant pension contribution (8% from Zoro UK!).

Medical, personal accident, life and income protection insurance are all included.

Attractive company sick pay.

Enhanced Maternity and Paternity leave.

Perkbox subscription

Cycle to Work Scheme.

Company quarterly events.

Bright, spacious, modern offices with free teas, coffees, soft drinks and nibbles