Company Summary:
Zoro is an eCommerce company that’s on a mission to help business owners get everything they need to run their businesses and thrive–from office supplies to power tools. But we’re way more than a website. We’re a team of great people with an award-winning culture. Check us out and see for yourself!
Hybrid role: 90% remote, 10% onsite in Chicago.
Job Summary:
- As a Customer Service Supervisor at Zoro, you will be expected to embody Zoro’s promise of customer obsession, collaborating within and outside of Customer Service to ensure each transaction is best in class, turning our service center into a strategic asset for the company and delivering and ensuring our staff is delivering an all around flawless customer experience.
- Maintain strong relationships with all other functional areas of the business to ensure smooth and efficient cross functional processes and to help amplify the voice of the customer experience
Duties and Responsibilities:
Leadership and Supervising:
- Manage and support a team of 10 – 16 direct reports
- Motivate and support agents through feedback and communication
- Provide assistance by answering questions and offering solutions
- Coach and manage agent performance with mid year and year end performance reviews
- Assist in hiring and supporting onboarding of new employees
Customer Service Support & Metrics:
- Assists in customer-facing work needed to support company service level expectations
- Keep track of employee attendance, and make sure work procedures are complied with in accordance with Zoro Attendance Guidelines and Company Policies
- Measures KPIs of Average Handle Time, Quality of Interactions, Emails per Hour, Schedule adherence, and other department metrics.
- Creates targets and goals for improvement using company performance management tools
Continuous Improvement:
- Identifies opportunities for productivity improvements in the Customer Service function
- Identifies opportunities for and contributing to the development of the documentation of Customer Service processes, customer policies, and performance management
- Prepares & Delivers Quarterly Team Business reviews
Minimum Qualifications:
- A high school diploma is required; Bachelor’s Degree strongly preferred
- Supervisory experience for staffing, coaching, counseling and all other employment related activities with an ability to approach problems in an unbiased and open-minded manner.
- 1-3 Years experience leading or managing a medium to large virtual/onsite/hybrid team of front line employees in a call center or contact center environment preferred.
- Leadership skills & competencies to facilitate service improvement, address team behavior and to effectively communicate our vision and direction.
- Develop and maintain effective relationships with employees, internal partners, and customers so that business objectives can be achieved
- Ability to remain calm and respectful under pressure
Zoro Values and Inclusive Culture:
Zoro is dedicated to fostering an environment where people of all backgrounds and beliefs are represented and valued. We aim to empower all of our employees to learn about, raise awareness of, and promote diversity and inclusion through all of our workplace interactions. Zoro is a place where everyone can learn, grow, and thrive.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
What the Team is Saying
What We Do
Our e-commerce website has everything businesses and consumers need to make their business go, at prices that make sense. We have over 10 million products on our website (and counting) to help your business run that are shipped fast and often free. Throw in our award-winning workplace culture and you’ll find Zoro an amazing place to work and grow!
Why Work With Us
We’ve experienced tremendous growth – it took us only 7 years to build a $500M+ organization with over 450 team members, while embracing our true differentiator - our culture! And it’s only just beginning. Our values were built by our team members who have a passionate drive to get things done while having tons of fun along the way.
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Zoro Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our headquarters are conveniently located in Downtown Chicago, above the Ogilvie Transportation Center. Zoro employees can choose to work on-site, remotely or hybrid to experience the best of both worlds!
