Overview

Company Overview
Zoro.com is an eCommerce company that sells everything businesses need to run—but we’re much more than just a website. We’re a team of people who win and lose together (we prefer winning!). Since 2011, Zoro has been working hard to make it easy for our customers to purchase everything they need to make their businesses go. Zoro currently an “endless aisle of products, , fast and free shipping, no-hassle returns, and exceptional customer service. We’ve grown quickly in a short time, recently surpassing 450 team members and year over year growth. Add to that our award-winning culture—we were named a Great Place to Work for 2019-21, among other accolades—and we think Zoro is a pretty amazing place to work and grow.
Position Description
Customer Service Associates contribute largely to Zoro’s success by being on the frontlines with our valued customers and inspiring them to think of Zoro first! Our Customer Service Associates thrive in a diverse, inclusive and fun environment, spending the majority of their time assisting customers over the phone helping them to find, buy and get the products they need to get on with their day.  One of the ways that we do this is through, “One Agent, One Resolution” while assisting our customers with a wide variety of inquiries. Zoro’s Customer Service team members strive to help every customer who contacts us have an effortless experience.

 

A day in the life of a Customer Service Associate:

Work with urgency to ensure you are available to our customers as needed.
Take ownership of each interaction by driving the conversation, addressing and anticipating the customer’s needs and creating an effortless experience.
Has a clear understanding of what Zoro’s expectations are from a quality perspective and strives to meet or exceed those standards during each interaction.
Works efficiently using multiple systems simultaneously to provide information on pricing, availability, product selection and specifications, as well as processing orders, returns,  and any customer account inquiries.
Consistently executes on all requirements including taking personal ownership for meeting established individual and team goals, while maintaining a positive perception within the department.
Complete all necessary product training courses and participate in  required training to ensure proper compliance of HAZMAT and refrigerant when processing transactions. 

Zoro Customer Service Associates work in close partnership within the department and business to ensure a proactive approach to each customer interaction while keeping our Zoro values at the front of our minds.  Our working environment fosters greater interpersonal skills, critical thinking, problem resolution, empowerment and decision making capabilities in order to enhance the customer’s experience.
Position Requirements: 

A high school diploma is required; Bachelor’s Degree favored.
Available to work second shift, 12:00pm – 9:00pm. (option to move into earlier shift after 90 days).
Demonstrates competence in the application and use of computer and communications technology.
Develops and maintains effective and professional relationships with fellow employees, internal business partners, and our valued customers in order for our business objectives to be achieved.
Demonstrates teamwork and people skills.
Bi-Lingual skills are a plus! 

Final note:  We share a commitment to our Zoro values – Win & Lose Together (We prefer winning!), Take Ownership, We Are Transparent, and Aspire to be Customer-Obsessed. Everything we do at Zoro is centered around delighting our customers. It’s a natural extension of our company culture and how we care for each other. We believe when we act in ways that are consistent with these values, we can solve any technical challenge that lies ahead of us. As a Zoro employee, you can expect to work with smart, energetic people, learn something every day, and be valued for your perspective.
EEOC Statement
Zoro is an Equal Opportunity Workplace and an Affirmative Action Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.