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.

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)

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

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 car