Company Summary

Zoro.com is a leading eCommerce platform offering nearly 12 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 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.

These positions are based out of our Janesville, WI location.

Available shifts for this position:

Tuesday - Saturday CDT

7:00am - 3:30pm
8:00am - 4:30pm
8:30am - 5:00pm

Monday - Friday CDT

7:00am - 3:30pm
7:30am - 4:00pm
8:30am - 5:00pm
9:30am - 7:00pm
12:30pm - 9:00pm

Start Date and Training: Must be able to complete training for 8 weeks beginning January 18th, 2027.

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
High School diploma or equivalent
Ability to attend the 8-week training sessions virtually Monday to Friday, 8:00am to 4:30pm CDT from January 18th, 2027.
Reliable Transportation

Compensation

This position is hourly. Pay starts at $17.75/hour with the potential to earn $18.00 after your first three months*, and $18.25/hour after six months**.

*Upon completion of new hire onboarding **After meeting all performance metrics for three consecutive months

Yearly bonus of $3,000 - paid out in two halves.

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. Total compensation will be highly competitive.

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