Company Summary
Zoro.com is a leading eCommerce platform offering nearly 15 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 650 team members -- 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 potential to transition to a hybrid work setting (two days in office per week) after the first 6 months of employment.
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.
Compensation:
This position is hourly. Pay starts at $17.00/hour with the potential to earn $17.50 after your first three months, and $18.00/hour after one year.
Total Rewards
Zoro’s total compensation plan includes our Zoro Incentive Plan (ZIP) that is designed to foster and reward our team members for strong performance.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 employment
- Maternity 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 program
- 6 free sessions each year with a licensed therapist and Wellhub portal membership to support your mental and emotional wellbeing
- At least 18 paid time off days annually for full-time employees and 6 company holidays per year
- 6% company contribution to a 401K Retirement Savings Plan each pay period, no employee contribution required
- Tuition reimbursement, student loan refinancing and access to financial counseling, education, and tools
- Charitable Gift Program - match gift to an eligible educational, cultural, community health, and human service organizations
- Employee discounts and admission to various civic and cultural institutions around Chicago
For additional information and details regarding our benefits and our parent company, W. W. Grainger, please click on the link here.
Our Culture
Zoro was founded in 2011 with a simple idea: make it easy for businesses to get the tools, parts, and supplies they need to keep things running. We've grown by staying curious, moving quickly, and solving everyday challenges in smart, practical ways. Backed by W.W. Grainger and inspired by our endless assortment business model, we’re on a clear path toward our next big milestone: $2 billion in revenue—and beyond.At 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 up every day: Winning & Learning Together, Being Customer Obsessed, Being Transparent, and Taking Ownership. We don’t have all the answers, but we’re always asking good questions.Zoro’s culture has been recognized by Fortune, Best Places to Work, and Built In Chicago—but the recognition we care about most comes from our team members, who make this place what it is.We’re committed to creating a workplace where everyone feels welcome, respected, and included.
We value different backgrounds, perspectives, and experiences—and believe that we’re stronger when everyone feels like they belong.We also know that flexibility matters. Our hybrid work model gives you space to focus and the flexibility to live your life — asking team members to be onsite at least two days a week. Our Chicago HQ (right above Ogilvie Transportation Center in the Accenture Tower) is always open and ready for connection, collaboration, or just a good cup of coffee.At Zoro, we’re growing fast toward big aspirations — and we’re continuously excited about the new challenges we get to solve together.
