Company Summary: 

Zoro offers millions and millions of products — an endless aisle with everything you need to run your business. We offer fast and free shipping, no-hassle returns, and exceptional customer service. We’ve grown quickly in a short time and are continuing to do so while aggressively growing our revenue. We are excited to be a part of an award-winning culture — we have been named a Great Place to Work for multiple years in a row, among other local and national accolades. We think Zoro is a pretty amazing place to work and grow, and think you will too! 

Primary Function:

Are you passionate about motivating and developing a team of driven, customer-obsessed supervisors and associates? Do you love to dive into systemic issues and develop solutions to challenging problems? If you answered yes to both these questions we have the career for you! Zoro is looking for a Senior Manager, Customer Service who will have responsibility for approximately 80+ service team members.

At Zoro, we're obsessed with our customers! Our US-based Customer Service Team makes it as easy as possible for our customers to shop for everything they need to keep their business going. While most of our business happens on Zoro.com, we build customer trust and loyalty by ensuring we have a well-trained Service Team proactively working to ensure seamless order delivery to the customer with friendly, helpful real people who truly care. In the event a customer should contact our service team via one of our multiple channels, we empower our Service Team to resolve the issue. We are obsessed with our customers and strive to deliver an exceptional buying experience on every interaction with Zoro.

As a Senior Manager in Customer Service you will report to the Senior Director of Customer service and will be responsible for driving performance of Service Teams and for developing high performing supervisors and associates.

Duties and Responsibilities: 

• Manage all aspects of daily service operations for hybrid on-site and work-from-home front-line teams of 80+ service team members
• Drive the overall performance of assigned customer service organization including; service levels workforce adherence, team productivity, compliance & customer satisfaction
• Lead a staff of 80+ supervisors, and frontline staff, through developing, overseeing, and coaching of phone, email, and and top tier service teams
• Key input into P&L and business outcomes, including financial, operations, and people strategy
• Partner effectively with other customer service operations teams including workforce management, training, talent management and process transformation
• Analyze team performance to drive improvement in KPIs and close performance gaps; Identify data needs to central teams to drive performance 
• Ensure appropriate resources are available to meet changing requirements and volume to meet performance objectives
• Identify training gaps and partner with onsite training and support teams to improve performance
• Manage multiple priorities in a fast-paced environment with effective communication and thorough follow through
• Coordinate and implement reward and recognition programs to drive both group and individual performance
• Drive employee engagement and foster a positive and productive culture through enthusiastic leadership

Qualifications:

• Bachelor’s Degree preferred, MBA or master’s degree in a related field highly desirable
• 5+ years experience with 3+ years managing service operations; Direct P&L experience is a plus
• Experience leading teams at scale (80+) in a fast-paced, customer-centric environment 
• Experience managing workforce planning, high volume recruiting, and training in a high growth environment
• Experience with complex operational, process, and performance improvement projects
• Experience maximizing utilization of enabling technology (i.e. Call Management, Quality Management, Workforce Management applications) to drive process improvement
• Ability to adapt to changing environments and effectively manage change by providing hands on enthusiastic leadership
• Ability to independently develop operational improvement initiatives and drive tangible results across teams while leveraging data from a multitude of sources to tell a story and impact the overarching outcome.
• Ability to critically think, naturally seeing opportunities to develop and optimize work processes – finding ways to simplify, standardize and automate.
• Ability to adapt to changing environments and effectively manage change by providing hands on enthusiastic leadership
• Comfortable with ambiguity and an ever changing ecosystem as we grow - act as a senior thought partner in this space.
• Comfortable working cross-functionally, synthesizing multiple points of view and owning a coherent action plan, all while negotiating and influencing others

Zoro Values and Inclusive Culture:

Zoro is dedicated to fostering an environment where people of all backgrounds and beliefs are represented, and all team members can be confident that their experiences and perspectives are valued. Zoro aims to empower all employees to learn about, raise awareness, and promote diversity and inclusion through all of our workplace interactions. Zoro is a place where everyone can learn, grow and thrive. 

We recognize the courage and effort it takes to apply for your next opportunity. We also recognize that there is rarely such a thing as a perfect candidate. Even if you do not meet every qualification, we still encourage you to apply -- we do not want to miss out on meeting the next person who could emerge as a key contributor to our business and culture.

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.