Customer Engagement Specialist

4 weeks ago

Wigston Magna, Leicestershire, United Kingdom Zoro UK Ltd Full time
Job Overview
Company Background

Zoro UK Ltd is a fully owned branch of Grainger (NYSE: GWW), a worldwide supplier in the industrial sector headquartered in Lake Forest, IL, USA.

As a newcomer in the Industrial MRO market, we aim to enhance our market presence by focusing on customer-centric solutions. Our teams are strategically located in London and Leicester, with Leicester housing our Category, Customer Service & Sales, Merchandising, and Finance teams, while our Technology, Marketing, Data Analytics, and HR teams operate from London.
At Zoro UK, you will experience a dynamic start-up environment backed by a well-established global leader in the MRO sector. We are committed to rapid growth, innovation, and problem-solving, seeking individuals who thrive in uncertain situations.

Key Responsibilities
  • Engage with our customer base through phone and electronic communication.
  • Boost customer revenue and activity by reaching out to the unmanaged customer database.
  • Identify and prepare accounts for future management by the Customer Account Agents.
  • Support managed portfolios with reactive activities to ensure a superior customer experience when necessary.
  • Effectively manage your time to meet established objectives.
  • Represent yourself and the company in a manner appropriate to the role.
Main Duties
  • Meet and surpass sales and margin goals.
  • Achieve and exceed activity benchmarks.
  • Proactively follow up on open quotes and other opportunities for unmanaged customers.
  • Determine the channel type for all new customers (B2B or B2C).
  • Gather profile information for all new B2B clients.
  • Convert B2B cash payee customers into credit account customers.
  • Identify and communicate opportunities to improve the new customer experience.
  • Document all operations and relevant information in the company’s business systems.
  • Provide coverage for managed account portfolios as needed.
  • Adhere to company management systems at all times.
  • Perform any other duties deemed appropriate by the company based on changing business needs.
Work Environment
  1. This role offers a hybrid working arrangement, combining remote work with office presence in Leicester, requiring proximity to the office.
  2. Collaborate closely with other Zoro team members.


Qualifications
  • Minimum of 2 years of experience in an outbound call role.
  • At least 2 years of experience in a reactive sales position.
  • Proven ability to build and maintain customer relationships.
  • Commercial insight to recognize buying signals and capture sales opportunities.
  • Comfortable using in-house systems and reports to manage workload.
  • Ability to work independently while supporting team objectives.
  • Proficient in PC usage, especially the MS Office suite.
  • Strong attention to detail while managing multiple tasks.
  • Capable of remaining calm and courteous under pressure.


Employee Benefits
  • 33 days of annual leave, including bank holidays (with an option to purchase up to 5 additional days).
  • Employee discounts available on our website.
  • Generous pension contribution (8% from Zoro UK).
  • Comprehensive medical, personal accident, life, and income protection insurance.
  • Attractive company sick pay policy.
  • Enhanced maternity and paternity leave.
  • Perkbox subscription for additional benefits.
  • Cycle to Work Scheme.
  • Quarterly company events.
  • Modern office environment with complimentary beverages and snacks.

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