Zoro

Customer Support

• Point of contact for next level customer escalations/complaints/trends by making empowered decisions to resolve customer concerns in a courteous and helpful manner, showcasing excellent customer service skills, work ethic, and integrity.
• Act as a resource to support direct customer calls and/or emails when needed due to high volumes impacting service levels.
• Identify, evaluate, and promptly communicate customer trends and opportunities to leadership and collaborate with internal/external resources when the need arises to meet customer needs.
• Identify problems and offer alternative solutions with available resources.
• Assist Customer Service Leadership Team with creating and delivering team updates and process changes effectively through proper communication channels.
• Maintain department performance standards and goals by applying a strong understanding of policies and procedures to support compliance.
• Coach peers by delivering actionable feedback, and assist with ad hoc administrative duties to ensure smooth day-to-day operations.

Customer Service Team Lead