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Customer Service Team Lead

External
zoro logoZoro · Janesville, WI
Full-timeOn-site2w ago
ComplianceCRMLeadership
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Requirements

  • High school diploma or equivalent.
  • Proven experience in a customer service role, preferably in a fast-paced environment.
  • Minimum, 4 years of customer service or related experience.
  • Excellent verbal and written communication skills, with the ability to listen & convey information clearly and effectively.
  • Patience, empathy, strong time management and a genuine desire to help customers.
  • Proficient in using customer service hardware and software, CRM systems, and other relevant tools.
  • Experience leading a team and/or peer leadership experience
  • College degree preferred.

Benefits

Zoro's total compensation plan includes our Zoro Incentive Plan (ZIP) that is designed to foster and reward our team members for strong performance. Total compensation will be highly competitive.In addition to competitive compensation, Zoro offers comprehensive benefits and perks including:Medical, dental, vision, and life insurance plans with coverage starting on day one of employmentMaternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents. We also support growing your family through access to adoption assistance program6 free sessions each year with a licensed therapist and Wellhub portal membership to support your mental and emotional wellbeingAt least 18 paid time off days annually for full-time employees and 6 company holidays per year6% company contribution to a 401K Retirement Savings Plan each pay period, no employee contribution requiredTuition reimbursement, student loan refinancing and access to financial counseling, education, and toolsCharitable Gift Program - match gift to an eligible educational, cultural, community health, and human service organizationsEmployee discounts and admission to various civic and cultural institutions around ChicagoFor additional information and details regarding our benefits and our parent company, W. W. Grainger, please click on the link here .The pay range provided is not a guarantee of compensation. The range listed reflects the expected base pay for this position at the time of posting, based on the role's job grade. Actual compensation may vary depending on factors such as location, relevant experience and individual qualifications.Hourly Range$19.42 - $32.35 USDOur CultureAt Zoro, we don't just follow a playbook-we help build it. You'll get to work on real problems with a supportive team that shares ideas freely, learns from each other, and celebrates wins together. Our culture is grounded in values that guide how we show upHealth insuranceDental insuranceVision insurance401(k)

Additional Information

Company Summary Zoro.com is a leading eCommerce platform offering nearly 12 million tools, parts and supplies for our business customers. Launched in 2011, we brought a B2C-like experience to the B2B industry, and continue to be at the forefront of digital innovation at the intersection of technology and distribution. We have rapidly grown to over $1 billion in annual revenue and we're just getting started! Job Summary: As a Team Lead, Customer Service at Zoro, you'll help with onboarding, sharing best practices, and assisting supervisors with day-to-day team coordination, working to resolve complex inquiries and issues through a variety of service channels. You will be integral in managing project requests, providing mentorship to new team members, and continuously improving processes to enhance the customer experience. Duties and Responsibilities: Point of contact for next level customer escalations/complaints/trends by making empowered decisions to resolve customer concerns in a courteous and helpful manner, showcasing excellent customer service skills, work ethic, and integrity. Act as a resource to support direct customer calls and/or emails when needed due to high volumes impacting service levels. Identify, evaluate, and promptly communicate customer trends and opportunities to leadership and collaborate with internal/external resources when the need arises to meet customer needs. Identify problems and offer alternative solutions with available resources. Assist Customer Service Leadership Team with creating and delivering team updates and process changes effectively through proper communication channels. Maintain department performance standards and goals by applying a strong understanding of policies and procedures to support compliance. Coach peers by delivering actionable feedback, and assist with ad hoc administrative duties to ensure smooth day-to-day operations.

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