Customer Service Team Lead

Job Summary 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. Duties and Responsibilities 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. Qualifications High school diploma or equivalent. Proven experience in a customer service role, preferably in a fast‑paced environment. Minimum, 4 years of customer service or related experience. Excellent verbal and written communication skills, with the ability to listen & convey information clearly and effectively. Patience, empathy, strong time management and a genuine desire to help customers. Proficient in using customer service hardware and software, CRM systems, and other relevant tools. Preferred Qualifications Experience leading a team and/or peer leadership experience College degree preferred. 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 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 and 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 and 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 Pay Range: $19.42—$32.35 USD We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status, or any other protected characteristic under federal, state, or local law. We are proud to be an equal opportunity workplace. We are also committed to fostering an inclusive, accessible work environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one’s employment. Should you need a reasonable accommodation during the application and selection process, including, but not limited to use of our website, any part of the application, interview, or hiring process, please advise us so that we can provide appropriate assistance. #J-18808-Ljbffr