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Customer Services Advisor

3 months ago

South Wigston, United Kingdom ZORO.co.uk Full time

_**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 the 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 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 the Customer Service Advisor is:

- Provide our customers with exceptional customer service
- 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:

- 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)
- **Education & Experience**_
- 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 several tasks simultaneously
- Ability to remain calm and deal courteously with people whilst working under pressure
- Conscientious, enthusiastic and a self-starter
- PC literate - experience with SAP and Salesforce advantageous
- Excellent communication skills (both verbal and listening)
- **Work Environment**_
- Reports to Customer Service Team Leader.
- Must be within commutable distance to South Wigston, Leicester, as Zoro operates a hybrid model of working split between home and office.
- Collaborates closely with other members of the Zoro team.

**ADDITIONAL INFO**

The working hours are 37.5 per week between Monday and Friday between 08:00-16:30 with a 1-hour break for lunch.
- **Zoro's company benefits include (after probation)**:_
- Excellent company sick pay.
- Cycle to Work and Tech Scheme.
- Perkbox subscription
**- 33 **days of annual leave (incl bank holidays) (+ buyback scheme for up to 5 days).
- Enhanced Maternity and Paternity leave.
**- Private medical, life and income protection insurance are all included.**
- Attractive pension contributions from Zoro UK Ltd.
- Company quarterly events and socials.
- Bright, open, fun office space with refreshments supplied.

**Job Types**: Full-time, Permanent

**Salary**: From £23,400.00 per year

**Benefits**:

- Additional leave
- Bereavement leave
- Canteen
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Free flu jabs
- Free parking
- Health & wellbeing programme
- Life insurance
- Private medical insurance
- Referral programme
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 2 years (required)
- SAP: 1 year (required)
- Salesforce: 1 year (required)

Work authorisation:

- United Kingdom (required)

Work Location: Hybrid remote in South Wigston, LE18 2FS

Reference ID: CSAApr2024