Customer Service Associate

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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 Customer Service Associate at Zoro, you will play a crucial role in delivering exceptional service to our customers by promptly and accurately resolving their inquiries or issues. Your primary objective will be to deepen the relationship with Zoro customers and drive loyalty and sales by providing a seamless and satisfactory customer experience through efficient communication and problem-solving skills. This position is onsite in the Janesville, WI office with the potential to transition to a fully remote work setting after successful completion of 10 weeks of in-person training. There are multiple shifts available for this position: Monday - Friday 9:00 AM 5:30 PM 10:00 AM 6:30 PM 10:30 AM 7:00 PM 12:30 PM 9:00 PM Tuesday - Saturday 8:00 AM 4:30 PM 8:30 AM 5:00 PM Tentative Start Date: August 3rd, 2026. Duties and Responsibilities Work in a fast-paced multi-channel environment, following an assigned work schedule based on business needs. Customer Support: Provide exceptional customer service via phone by addressing inquiries, resolving complaints, and ensuring customer satisfaction. Good written communication skills are required for note taking and submitting tickets. Order Processing: Assist customers with placing orders, tracking shipments, processing returns, and managing account information. Resource Knowledge: Develop a comprehensive understanding of our process resources, products, and services to effectively address customer questions in order to provide the correct information. Issue Resolution: Troubleshoot and resolve customer issues promptly and efficiently, escalating complex matters to the appropriate department when necessary. Communication : Maintain clear and professional communication with customers and internal teams, ensuring accurate information exchange and timely follow-up. Quality Assurance: Adhere to company policies and procedures, ensuring compliance with quality standards and service level agreements. Documentation: Accurately document customer interactions, including inquiries, resolutions, and feedback, in the appropriate system/tools. Minimum Qualifications/Requirements At least 1 year of Customer Service or related experience, preferably in a fast-paced environment such as a contact center. Excellent verbal and written communication skills, with the ability to listen & convey information clearly and effectively. Proficient in using customer service hardware and software, CRM (customer relationship management) systems, and other relevant tools preferred. Strong problem-solving, critical thinking and decision-making skills, with the ability to think quickly. Ability to use various information sources to answer questions, identify problems and appropriately resolve customer issues. High School diploma or equivalent Must have transportation and ability to attend work onsite in Janesville, WI, Ability to work Monday through Friday, 8:00 AM to 4:30 PM for the first 12 weeks of training until transitioning into a permanent schedule.

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