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Customer Service Representative
2 months ago
Zoro UK is a dynamic and growing company in the Industrial MRO market, seeking a skilled Customer Service Representative to join our team.
This role is critical to ensuring that our Customer Service and Customer Account Teams are proficient in all aspects relating to customer services and support. The successful candidate will be responsible for creating and maintaining training materials, onboarding new starters, identifying process changes, and supporting the implementation and development of Salesforce.
Key Responsibilities:
- Create and maintain training materials to ensure our teams are up to date
- Onboard new starters and embed Customer Service Standards from Day 1
- Identify process changes based on in-depth understanding of workflows
- Support implementation and ongoing development of Salesforce
- Work alongside Customer Service and Customer Account Team Leaders and Managers to identify training gaps and develop plans to address
- Maintain training matrix for both Customer Service and Customer Account Agents
- Create new training material as new functionality is released
- Provide on-the-job coaching and support
- Work alongside Development Teams to understand the impact of new functionality on existing workflow
Requirements:
- 1 year's experience in a similar role
- Excellent communication and coaching skills
- Experience of Salesforce or similar
- Working knowledge of Excel and Word to create training material
- Knowledge of SAP or similar
What We Offer:
- 33 days of annual leave including bank holidays
- Staff discount on our website
- Brilliant pension contribution
- Medical, personal accident, life, and income protection insurance
- Attractive company sick pay
- Enhanced Maternity and Paternity leave
- Perkbox subscription
- Cycle to Work Scheme
- Company quarterly events
This is a hybrid role, with office attendance as and when required. Home work will be acceptable for training material creation and other non-delivery elements of the role.
