Customer Service Team Lead

<div class="content-intro"><p style="line-height: 1.3;"><span style="font-family: geist, arial, sans-serif; font-size: 12pt;"><strong>Company Summary</strong></span></p> <p style="line-height: 1.3;"><span style="font-family: geist, arial, sans-serif; font-size: 12pt;">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!</span></p></div><p><strong>Job Summary:&nbsp;</strong></p> <p>As a Team Lead, Customer Service at Zoro, you’ll help with onboarding, sharing best practices, and assisting supervisors with day-to-day team coordination, working to resolve complex inquiries and issues through a variety of service channels. You will be integral in managing project requests, providing mentorship to new team members, and continuously improving processes to enhance the customer experience.</p> <p><strong>Duties and Responsibilities:&nbsp;</strong></p> <ul> <li>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.</li> <li>Act as a resource to support direct customer calls and/or emails when needed due to high volumes impacting service levels.&nbsp;</li> <li>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.</li> <li>Identify problems and offer alternative solutions with available resources.</li> <li>Assist Customer Service Leadership Team with creating and delivering team updates and process changes effectively through proper communication channels.&nbsp;</li> <li>Maintain department performance standards and goals by applying a strong understanding of policies and procedures to support compliance.</li> <li>Coach peers by delivering actionable feedback, and assist with ad hoc administrative duties to ensure smooth day-to-day operations.</li> </ul> <p><strong>Qualifications:</strong></p> <ul> <li>High school diploma or equivalent.</li> <li>Proven experience in a customer service role, preferably in a fast-paced environment.&nbsp;</li> <li>Minimum, 4 years of customer service or related experience.&nbsp;</li> <li>Excellent verbal and writte