Customer Service

2 months ago

Wigston, United Kingdom Zoro UK Ltd Full time
Job Description
COMPANY DESCRIPTION
Zoro UK is a wholly owned subsidiary of Grainger (NYSE: 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, through a proposition that is focused on the needs of our customers.

The Zoro teams are in London and Leicester.  Leicester is the home of the Category, Customer Service & Sales, Merchandising and Finance teams, whilst our Technology, Marketing and Data Analytics, and HR teams are based in the heart of London.

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 for 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

This is a role within our growing Customer Team. The role is critical to ensure that both Customer Service and Customer Account Teams are proficient in all aspects relating to customer services and support to help us provide excellent customer service.

We are rapidly changing and improving our systems and workflows so need someone with excellent organisational and training skills to ensure that our teams are up to date but also to support development of workflows and processes to drive continuous improvement.

PRINCIPAL DUTIES & RESPONSIBILITIES

This role will: 
  • Create and maintain a range of training materials
  • Onboard new starters ensuring Customer Service Standards are embedded from Day 1
  • Identify process changes based on in depth understanding of workflows
  • Support implementation and ongoing development of business systems
  • 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
  • Work alongside Development Teams to understand impact of new functionality on existing workflow to ensure customer teams are briefed in advance of changes
  • Work towards the company management system (ZIMS) requirements at all times.

PREFERRED EDUCATION & EXPERIENCE
  1. 1 year experience in a similar role
  2. Excellent communication skills
  3. Experience of coaching team members
  4. Experience of Salesforce or similar
  5. Working knowledge of Excel and Word to create training material
  6. Knowledge of SAP or similar
WORK ENVIRONMENT
  • Requires travel, as needed both domestically and internationally
  • Collaborates closely with other members of the Zoro team and Grainger companies
Note: This role is hybrid role, with office attendance as and when required. This would be for several weeks continuously at times to meet the in person training requirements. Home work would be acceptable for training material creation and other non-delivery elements of the role.

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