Customer Service Advisor

TN United Kingdom; Wigston; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a dynamic team at an innovative company striving to disrupt the MRO market. As a Customer Service Advisor, you'll play a pivotal role in delivering exceptional service while managing customer inquiries and orders. This position offers a hybrid working model, allowing you to balance home and office work. Enjoy a collaborative environment where your contributions directly impact customer satisfaction and brand growth. With comprehensive benefits, including generous leave and a pension scheme, this is an exciting opportunity for someone passionate about customer service and eager to grow in a supportive setting.

Benefits

33 days of leave including bank holidays

Staff discounts

Comprehensive pension scheme (8%)

Insurance options

Sick pay

Enhanced parental leave

Cycle to Work

Quarterly events

Modern office facilities

Free refreshments

Qualifications

• Minimum two years' experience in a customer service role.
• Proficiency in handling multiple inquiries simultaneously.

Responsibilities

• Provide exceptional customer service via calls and emails.
• Manage order progression and ensure accurate order placement.

Skills

Customer Service

Attention to Detail

Communication Skills

Problem Solving

Time Management

Education

2+ years in Customer Service

Tools

SAP

Salesforce

Job description

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Zoro UK is a wholly owned subsidiary of Grainger (NYSE: GWW), a global industrial supplier headquartered in Lake Forest, IL, USA.

We are a new business in the Industrial MRO market, aiming to increase our market share and grow customer acquisition through a customer-focused proposition.

Zoro has offices in London and Leicester, with the Customer Service team based in Leicester.

Working for Zoro UK means being part of a start-up culture supported by an established global player in the MRO market. We aspire for rapid growth, encourage new ideas, seek to disrupt the market, and value individuals comfortable with ambiguity.

PRIMARY FUNCTION

The Customer Service Advisor role involves:

• Providing exceptional customer service
• Handling a high volume of calls and emails
• Managing order progression with timely customer contact
• Ensuring accurate order placement with attention to detail
• Providing after-sales customer care

This role, within an existing Customer Service Team, will contribute to building the Zoro brand among our growing customer base.

PRINCIPAL DUTIES & RESPONSIBILITIES

This role will:

• Handle customer inquiries efficiently via calls and emails to a high standard
• Take customer orders over the phone and respond to email queries from customers and suppliers
• Identify opportunities to improve our customer service
• Ensure customers have a positive experience with Zoro UK
• Place orders with suppliers and chase progress
• Manage back-office tasks such as order chasing, returns, and refunds
• Assist with additional tasks as needed
• Follow GDPR guidelines (training provided)
• Adhere to the company management system (ZIMS) requirements

EDUCATION & EXPERIENCE

• Minimum two years' experience in a customer service role
• Customer-focused mindset
• Ability to work independently and support team goals
• Proficiency in handling multiple inquiries simultaneously
• Strong attention to detail
• Calm and courteous under pressure
• Conscientious, enthusiastic, self-motivated
• PC literate; experience with SAP and Salesforce is advantageous
• Excellent verbal and listening communication skills

WORK ENVIRONMENT

• Hybrid working model (home and office)
• Collaborative team environment

IMPACT

Decisions made by this role include:

• Managing customer inquiries daily
• Driving the best customer experience

Organizational impact includes:

• Customer satisfaction and experience
• Benefits such as 33 days of leave (including bank holidays) with a buy scheme, staff discounts, a comprehensive pension scheme (8%), insurance options, sick pay, enhanced parental leave, Cycle to Work, quarterly events, and modern office facilities with free refreshments.