Customer Service Associate (Tues-Sat or Night Shift)

Zoro•Chicago, IL

1d•Hybrid

About The Position

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 8 weeks of in-person training.

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
High School diploma or equivalent
Must be able to work during one of these shift schedules: 12:30pm - 9:00pm CDT Mondays-Fridays or 7:00am - 3:30pm CDT Tuesdays-Saturdays
Ability to attend the 8-week training sessions virtually Monday to Friday, 8:00am to 4:30pm CDT from November 2, 2026.
Ability to drive and pick up your Zoro-issued equipment in either Janesville or Chicago location.

Responsibilities

Provide exceptional customer service via phone by addressing inquiries, resolving complaints, and ensuring customer satisfaction.
Assist customers with placing orders, tracking shipments, processing returns, and managing account information.
Develop a comprehensive understanding of our process resources, products, and services to effectively address customer questions in order to provide the correct information.
Troubleshoot and resolve customer issues promptly and efficiently, escalating complex matters to the appropriate department when necessary.
Maintain clear and professional communication with customers and internal teams, ensuring accurate information exchange and timely follow-up.
Adhere to company policies and procedures, ensuring compliance with quality standards and service level agreements.
Accurately document customer interactions, including inquiries, resolutions, and feedback, in the appropriate system/tools.

Benefits

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.
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
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
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
Zoro office perks including coffee bar, beer on tap, unlimited snacks, access to the onsite gym, and incredible city skyline views