Experience:
5+ years of experience
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Employment Type:
Part time
Posted:
6/20/2017
Job Category:
Customer Service
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Part Time WFH Customer Service Associate
Grainger | Janesville, Wisconsin
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Job Description

Company Overview

In the past six years, Zoro has grown from a group of 6 people working out of a 2,000 square foot building, offering fewer than 100,000 products to a group of 225+ working out of a 60,000+ square foot building, offering more than 1,500,000 unique products.

 

Position Description

Customer Service Associates make Zoro run.  Our Customer Service Associates thrive in an open, sharing environment.  Whether it be assisting customers in the selection of product over the phone and online or generating lead opportunities by responding to cross-sell opportunities and converting inquiries into orders, our Customer Service Associates make sure Zoro’s Customer Service department is focusing on developing collective solutions that continually improve the customer experience.

 

A day in the life of a Customer Service Associate:

  • Uses the SAP and NetSuite systems to provide information on pricing, availability and alternate product selection
  • Resolves customer inquiries promptly and accurately to drive customer loyalty
  • Efficiently records and processes orders, faxes, pending returns, returns, debits, credits, inquiries and feedback
  • Meets established volumes for number of calls taken or customer interactions handled and can adhere to a strict schedule
  • Takes personal ownership for meeting established individual and team metrics
  • Consistently executes on all requirements
  • Meets or exceeds monitoring standards on phones and online
  • Participates in all required training to ensure proper compliance of HAZMAT when processing transactions
  • Completes product training courses

 

Zoro Customer Service Associates field only inbound calls and emails and rely on no scripts.  The environment fosters greater communication skills, critical thinking, problem resolution and decision making capabilities to enhance the customer experience.

Position Requirements:

 

The first 4 weeks of training will be onsite in our Janesville location.  After successful completion, the agent will be able to work from home.

 

At this time, only candidates who live within an hour radius of our Janesville location will be considered for this role.

 

We are looking for agents to work 20 or 30 hours per week, sometime between 3:00 - 9:00 pm, Monday through Friday.

 

 

To be successful in this role:

  • A high school diploma is required; Bachelor’s Degree strongly preferred
  • Schedules vary based on business needs.  However, Customer Service is staffed Monday – Friday from 6:00 am to 9:00 pm and Saturday from 7:00 am to 5:00 pm.
  • Demonstrates competence in the application and use of computer and communications technology, basic troubleshooting.
  • Develops and maintains effective relationships with employees, internal partners, and customers so that business objectives can be achieved
  • Proven teamwork and people skills, strong written and verbal communication is required
  • Bi-Lingual skills a plus

 

Mobile Agent Requirements:

  • Mobile Agent will provide a well-lit secured home office with sufficient space, appropriate and ergonomically correct workstations set up (desk and chair) for successful completion of job responsibilities.
  • Mobile Agent will be responsible for the purchase and installation of the highest speed Broadband cable Internet access along with all associated monthly fees. Minimum requirement of 3 MBPS download speed and 3 MBPS upload speed. Internet connection to work PC must be hard wired.
  • Satellite internet access is not acceptable for Mobile Agent requirements.
  • Mobile Agent will be responsible for the purchase of office equipment or supplies such as desk, chair, lighting, shelving, paper, writing utensils, etc…
  • Zoro will repair or replace any Zoro-issued tools which become damaged as a result of use by employee in performing work. 
  • Mobile Agent will be responsible for any costs to repair or replace tools resulting from unauthorized use (i.e. for personal use) or abuse unrelated to employee’s duties (i.e., spilling beverage on computer).
  • Upon exiting or transitioning out of a mobile agent role, all company property will be returned to Zoro, unless other arrangements have been made.

EEOC Statement

Zoro is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

 

 

About Grainger

W.W. Grainger, Inc. (Grainger) distributes facilities maintenance products, and provides services and related information used by businesses and institutions primarily in the United States, Canada and Mexico to keep their facilities and equipment running. Grainger is the supplier of facilities maintenance and other related products in North America. Its operations are managed in three segments: Grainger Branch-based, Acklands - Grainger Branch-based (Acklands - Grainger), and Lab Safety Supply, Inc. (Lab Safety). Grainger Branch-based is an aggregation of the Grainger Industrial Supply (Industrial Supply), Grainger, S.A. de C.V. (Mexico), Grainger Caribe Inc. (Puerto Rico), Grainger China LLC (China) and Grainger Panama S.A. (Panama). Acklands - Grainger is the Company's Canadian branch-based distribution business. Lab Safety is a direct marketer of safety and other industrial products. (Source: 10-K)

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