Customer Service Advisor

Zoro UK; Wigston; Hybrid; GBP 21,000 - 25,000; Full time

Job summary

Zoro UK is looking for a Customer Service Advisor to join their growing team in a dynamic e-commerce environment. This role involves managing customer inquiries, ensuring accurate order processing, and providing exceptional service to enhance customer satisfaction. Ideal candidates should have a strong customer focus, effective communication skills, and experience in a similar role. The position offers a hybrid work model, competitive benefits, and the chance to contribute to a burgeoning brand in the Industrial MRO market.

Benefits

33 days annual leave

Staff discount on website purchases

8% pension contribution

Comprehensive insurance package

Enhanced maternity and paternity leave

Cycle to Work Scheme

Company quarterly events

Bright, spacious offices with free refreshments

Qualifications

• Minimum two years experience in customer service preferred.
• Experience with SAP and Salesforce is advantageous.
• Ability to remain calm under pressure.

Responsibilities

• Handle customer enquiries over calls and emails.
• Manage order progression and ensure timely updates to customers.
• Continually seek improvements in customer service.

Skills

Customer focused mindset

Excellent communication skills

Ability to multi-task

Ability to work independently

Attention to detail

Education

Previous experience within a customer service role

Tools

SAP

Salesforce

Job description

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Leading a successful customer service, order progressing & operations team in the e-commerce sector

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!

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Retail Office Equipment

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