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Jobs · Wisconsin

Customer Service Associate (Tues-Sat or Night Shift)

Zoro.com · Janesville, WI · 1 mo ago
$17.75/hrFull-time

About the role

Zoro.com is a leading eCommerce platform offering nearly 12 million tools, parts and supplies for business customers. Launched in 2011, Zoro brings a B2C‑like experience to the B2B industry and has grown to over $1 billion in annual revenue.

As a Customer Service Associate you will deliver exceptional service by promptly and accurately resolving customer inquiries and issues, deepening relationships, driving loyalty and sales. The position is onsite in the Janesville, WI office with the potential to transition to fully remote after successfully completing an 8‑week in‑person training program.

Responsibilities

  • Work in a fast‑paced multi‑channel environment, following an assigned work schedule based on business needs.
  • Provide exceptional phone support, address inquiries, resolve complaints, and ensure customer satisfaction; take clear written notes and submit tickets.
  • Assist customers with placing orders, tracking shipments, processing returns, and managing account information.
  • Develop a comprehensive understanding of Zoro’s processes, products, and services to provide accurate information.
  • Troubleshoot and resolve customer issues promptly, escalating complex matters when necessary.
  • Maintain clear and professional communication with customers and internal teams, ensuring accurate information exchange and timely follow‑up.
  • Adhere to company policies and procedures, meeting quality standards and service level agreements.
  • Accurately document customer interactions, resolutions, and feedback in the appropriate systems/tools.

Requirements

  • At least 1 year of customer service or related experience, preferably in a fast‑paced contact‑center environment.
  • Excellent verbal and written communication skills; ability to listen and convey information clearly.
  • Proficiency with customer‑service hardware/software, CRM systems, and other relevant tools (preferred).
  • Strong problem‑solving, critical‑thinking, and decision‑making abilities; ability to think quickly.
  • High school diploma or equivalent.
  • Ability to work one of the defined shift schedules (see Schedule section).
  • Availability to attend an 8‑week virtual training program (Monday‑Friday, 8:00 am‑4:30 pm CDT) beginning November 2, 2026.
  • Ability to drive and pick up Zoro‑issued equipment at the Janesville or Chicago location.

Schedule

  • Tuesday – Saturday CDT: 7:00 am – 3:30 pm
  • Tuesday – Saturday CDT: 7:30 am – 4:00 pm
  • Tuesday – Saturday CDT: 8:00 am – 4:30 pm
  • Tuesday – Saturday CDT: 8:30 am – 5:00 pm
  • Monday – Friday CDT: 12:30 pm – 9:00 pm
  • Must be able to drive to the Janesville or Chicago office for the first day.

Pay

This is an hourly position. Base pay starts at $17.75 per hour, with the potential to increase to $18.00 after the first three months and $18.25 after six months, contingent on meeting performance metrics.

Benefits

  • Medical, dental, vision, and life insurance plans with coverage starting on day one.
  • Maternity support programs, nursing benefits, up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non‑birth parents, plus adoption assistance.
  • Six free therapy sessions per year with a licensed therapist and Wellhub portal membership for mental‑wellbeing support.
  • At least 18 paid time‑off days annually for full‑time employees and 6 company holidays.
  • 6 % company contribution to a 401(k) 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 – matching gifts to eligible educational, cultural, community‑health, and human‑service organizations.
  • Employee discounts and admission to various civic and cultural institutions around Chicago.
  • Office perks including a coffee bar, beer on tap, unlimited snacks, onsite gym, and city‑skyline views.

Culture

Zoro’s culture is built on curiosity, speed, and practical problem‑solving. Backed by W.W. Grainger, the company aims for $2 billion in revenue and values winning & learning together, being customer‑obsessed, transparency, and ownership. The hybrid work model expects onsite presence at least two days a week, with a supportive environment that encourages idea sharing, continuous learning, and celebration of wins.

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