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Customer Service Supervisor, Zoro

Company: GRAINGER, INC.
Location: Janesville
Posted on: July 13, 2019

Job Description:

Company Summary: In the past seven years, Zoro has grown from a group of 6 people working out of a 2,000 square foot building, offering fewer than 100,000 products to a group of 300+ working out of a 60,000+ square foot building, offering more than 2,300,000 unique products. Primary Function: Customer Service Supervisors make Zoro run. Our Customer Service Supervisors oversee delegated aspects of Zoro's Customer Service function. Whether it be supervising Customer Service Agents that answer inbound calls and s from our customers, impacting our customers' perception of Zoro or building customer relationships, our Customer Service Supervisors make sure Zoro's Customer Service department is as friendly, helpful and knowledgeable as possible. Duties and Responsibilities: * Utilizing exceptional communication skills, critical thinking, problem resolution and decision making capabilities to enhance the customer experience * Providing leadership to 2 - 16 direct reports, including coaching to the Goals and Measurement System for the Customer Service function * Contributing to the development of the documentation of Customer Service processes, departmental/customer policies and Customer Service Agent training materials * Identifying opportunities for productivity improvements in the Customer Service function * Maintaining strong relationships with all other functional areas of the business to ensure smooth and efficient cross functional processes that affect the customer experience * Managing the selection, development, involvement, recognition and retention of employees who contribute to the growth of our business * Overseeing the scheduling of employee hours to insure optimal Customer Service coverage * Monitoring metrics and reporting to maintain call volume service levels Qualifications: * A high school diploma is required; Bachelor's Degree strongly preferred * Demonstrates competence in the application and use of computer and communications technology * Develops and maintains effective relationships with employees, internal partners, and customers so that business objectives can be achieved * Proven teamwork and people skills * Uses supervisory skills for staffing, coaching, counseling and all other employment related activities * Fiduciary responsibilities require the ability to act with integrity, discretion and sound judgment * Has a solid understanding of the industry, product portfolio and customer base * Understands business processes and the structure and function of Zoro * Understands all operations of a Customer Service Center and an awareness of the other areas and how they link to and impact each other 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. Job Segment: Manager, Management

Keywords: GRAINGER, INC., Janesville , Customer Service Supervisor, Zoro, Hospitality & Tourism , Janesville, Wisconsin

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