Customer Service Advisor Wigston Magna, England
Job 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.
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.
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)
- 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)
Reports to Customer Service Team Leader.
Working from home remotely but must be within commutable distance to South Wigston, Leicester, for when Zoro moves to its hybrid model of working split between home and office.
Collaborates closely with other members of the Zoro team.
Describe types of the decision made by this job:
Day to day responsibility 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
Job Types: Full-time, Permanent
Salary: £21,255.00 per year
Benefits:
- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Life insurance
- On-site parking
- Private dental insurance
- Private medical insurance
- Referral programme
- Sick pay
- Work from home
Schedule:
- Day shift
- Monday to Friday
Supplemental pay types:
- Bonus scheme
Work Location: Hybrid remote in Wigston, LE18 2FS
