Company Summary:
Zoro.com is an eCommerce company that sells business supplies, equipment, and tools—but we’re much more than just a website. We’re a team of people who win and lose together (we prefer winning!). Since 2011, Zoro has been working hard to make it easy for our customers to purchase everything they need to make their businesses go. Zoro currently offers over 4 million products, fast and free shipping, no-hassle returns, and exceptional customer service. We’ve grown quickly in a short time, recently surpassing 450 team members and reaching annual revenue of over $500 million. Add to that our award-winning culture—we were named a Great Place to Work for 2019-20, among other accolades—and we think Zoro is a pretty amazing place to work and grow.

Primary Function:
This role will be responsible for operating, maintaining, and optimizing Customer Service’s Phone, Workforce Management, Quality, Ticketing, and Knowledge Management systems. This includes installing, repairing, maintaining, and upgrading systems in addition to documenting system processes and configurations. The person will also be responsible for developing reports that provide insights into business systems and department performance.

Duties and Responsibilities:

• Support development and implementation of new customer service system projects and new hardware installations
• Responsible for day to day operations of the systems to meet department needs
• Assist in developing long-term strategies and capacity planning for meeting future department technology needs
• Understand Customer Service processes and identify ways to optimize our technology and create process efficiencies
• Define user groups and permissions, manage user licenses, and user settings
• Perform on-site and remote analysis, diagnosis, and resolution of complex system issues for end-users, and recommend and implement corrective solutions
• Develop and produce regular reports from the systems to provide insights for the leadership team to make business decisions
• Responsible for complying with California Consumer Privacy Act (CCPA) and Payment Card Industry (PCI) regulations
• Publish support documentation to assist staff with requests for information and incidents
• Creation and maintenance of system documentation including master configuration and system flows
• Collaborate and liaison with End User Support within the IT department to ensure efficient operation of the organization’s technology
• If necessary, liaise with third-party support and equipment vendors
• Perform related duties and/or project work consistent with the scope and intent of this
   

Qualifications:

• Bachelor’s Degree strongly preferred
• Experience using an ITSM ticketing system to track and resolve incidents
• Working technical knowledge of current protocols, operating systems, and standards
• Strong customer service mindset
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a fast-paced environment
• Good written, oral, and interpersonal communication skills
• Experience administering Phone, WorkForce Management, Knowledge Management and/or Quality Systems
• Team-oriented and skilled in working within a collaborative environment
• Experience with contact center dynamics and knowledge of basic workforce management principles and process
• Strong knowledge of business operations
• Proven ability to think systemically: distilling trends and actions from data

Final note: We share a commitment to our Zoro values – Win & Lose Together (We prefer winning!), Take Ownership, We Are Transparent, and Aspire to be Customer-Obsessed. Everything we do at Zoro is centered around delighting our customers. It's a natural extension of our company culture and how we care for each other. We believe when we act in ways that are consistent with these values, we can solve any technical challenge that lies ahead of us. As a Zoro employee, you can expect to work with smart, energetic people, learn something every day, and be valued for your perspective.

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.