Customer Service Analyst

| Chicago, IL, USA
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Company Summary:

Zoro is an eCommerce company that’s on a mission to help business owners get everything they need to run their businesses and thrive–from office supplies to power tools. But we’re way more than a website. We’re a team of great people with an award-winning culture. Check us out and see for yourself!

Job Summary:

We are seeking a highly skilled Customer Service Analyst to join our dynamic team. In this role, you will play a key role in ensuring the highest level of customer satisfaction by leveraging your strong analytical skills and business acumen to uncover insights by analyzing customer interactions, identifying trends and implementing strategies to improve our overall customer service experience.

Duties and Responsibilities: 

  • Utilize statistical methods to analyze contact center data, including customer inquiries, feedback and concerns to identify trends and areas for improvement.
  • Develop and maintain reports and dashboards to track key performance metrics such as contact center volumes, response time, first contact resolution rate and customer satisfaction scores.
  • Collaborate with cross-functional teams to develop visualization dashboards that provide actionable insights and support decision-making processes.
  • Conduct root cause analysis to identify underlying reasons for customer issues and develop proactive solutions to prevent recurrence.
  • Assist in the planning and execution of weekly, monthly, quarterly, and annual activities by providing data-driven recommendations and insights.
  • Contribute to the development of programs, methodologies, and reports for analyzing and presenting data effectively.
  • Write narratives around project performance to communicate findings and recommendations to internal stakeholders

Minimum Qualifications:

  • Bachelor's degree in Business Analytics, Statistics, Mathematics, Economics, or related field. Master's degree is a plus. . 
  • 1-3 years Customer Operations, Supply Chain, Customer Service or Order Management experience.
  • Proven experience in statistical analysis, trend identification, and data interpretation, preferably in contact center or customer service environments using tools like SQL, R, Python.
  • Proficiency in data mining, visualization, and dashboard development using platforms like Tableau, Power BI, or similar.
  • Advanced working knowledge of Microsoft Excel , or similar data analysis tools.
  • Self-starter/learner that can drive cross-functional projects; strong ability to work under minimal supervision
  • Excellent verbal and written communication skills
  • Exceptional analytical skills, detail and goal oriented, collaborate effectively with cross-functional teams, with a customer-centric mindset

Preferred Qualifications:

  • Strong problem solving & critical thinking skills, able to be fluid and adaptable to changing priorities and needs, fostering teamwork & collaboration.
  • Demonstrated ability to build relationships supported by strong negotiation skills to resolve difficult issues and inspire change within and across functional departments
  • High level of attention to detail while running several work-streams; committed to process improvement, with effective time management & organizational skills.
  • Experience working with large volumes of data using advanced functionality in Excel and/Or Google Sheets- must be able to create v-lookup, pivot tables, etc
  • Solid understanding of transactional systems and processes. (SAP/Netsuite/Other ERP)
  • Familiarity with supply chain, logistics and customer service processes
  • Positive and enthusiastic attitude
  • Ecommerce related experience such as is a plus

Zoro Values and Inclusive Culture:

Zoro is dedicated to fostering an environment where people of all backgrounds and beliefs are represented and valued. We aim to empower all of our employees to learn about, raise awareness of, and promote diversity and inclusion through all of our workplace interactions. Zoro is a place where everyone can learn, grow, and thrive. 

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • DjangoFrameworks
    • Vue.jsFrameworks
    • MongoDBDatabases
    • Google AnalyticsAnalytics
    • LookerAnalytics
    • OptimizelyAnalytics
    • CanvaDesign
    • IllustratorDesign
    • PhotoshopDesign
    • BasecampManagement
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • HootsuiteCMS
    • Google HangoutsCollaboration
    • SlackCollaboration

An Insider's view of Zoro

How do you collaborate with other teams in the company?

The autonomy with which I collaborate with people across our growing company is my favorite aspect of being on the Zoro team. I have the trust and freedom to solve fun problems daily with experts in engineering, design, supply chain, marketing, architecture, and dozens more. The bonus is having the privilege to be my true self in every interaction.

Geremy

Sr. Manager, Project Management

How has your career grown since starting at the company?

I was given the opportunity to broaden my experience by moving into the Finance org. With this move, I have gained a new perspective, which has resulted in an evolving approach to solve business problems. I attribute much of my success and growth to my team, peers, and leadership, and am thankful for their continued support and mentorship.

Nimit

Sr. Manager, Finance

What does your typical day look like?

As a Financial Analyst with Zoro’s Finance team, my typical day starts with generating daily sales reports and sending it over to our headquarters. Then, I talk to business unit owners and gather information that would impact our financials. Zoro has an encouraging collaborative environment…everyone is easily approachable!

Margaret

Sr. Financial Analyst

What are Zoro Perks + Benefits

Zoro Benefits Overview

Very competitive package - beyond your base salary, we offer bonuses, a 401(k) match and additional 401(k) incentive contribution, a full-scope of medical/dental/vision/life insurance benefits, voluntary benefits, shuttle service, a bunch of free food (free coffee, soft drinks, snacks, and free meals from time-to-time). Our North Suburb office has a subsidized café inside our offices that is a breakfast/lunch spot and coffee bar, in addition to a game room, recreation area and a rock room... yes a rock room... bring your axe and rock out on a break!

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Through period live trainings and webinars, it is important for all of our Zoro team members to collaborate, ideate, operate without bias!
Mean gender pay gap below 10%
Diversity employee resource groups
Zoro has an Inclusion Council comprised of a diverse group of team member volunteers across all levels within the organization to build awareness and strategize on DEI initiatives.
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Optional Voluntary Benefit
Wellness programs
Discount partnership with Sky Fitness.
Team workouts
We've offered yoga, kickboxing, mindfulness, walk-a-thons, and other sessions for our team members to explore ways to strengthen physical, emotional and spiritual wellness.
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
3.5% contribution by Zoro on a bi-weekly basis (whether you contribute or not). Additional 3.5% target contribution based on annual company performance.
Company equity
Zoro has a discretionary Long-Term Incentive Program available to certain positions within the organization.
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave
Generous parental leave
Family medical leave
Adoption Assistance
We've won a Dave Thomas award for having a solid adoption assistance program - that's pretty cool!
Company sponsored family events
Vacation + Time Off
Generous PTO
Starting at 18 days per year with carryover option of up to 5 days.
Paid volunteer time
We like to give back to the local community. We have team builders focused on helping a variety of philanthropic organizations.
Paid holidays
Paid sick days
Office Perks
Commuter benefits
In our North Suburb office, we feature shuttle service to/from Buffalo Grove, Highland Park, and Deerfield stops. Also a commuter benefit program available as a voluntary benefit.
Company-sponsored outings
We've done many of these. From ball games to luaus to olympics to the zoo - Zoro finds ways to treat employees to lots of fun.
Free snacks and drinks
All offices feature coffee, soft drinks, sparkling water, tea, popcorn machine, random snacking opportunities, as well as an on-site cafe in our North Suburb office.
Some meals provided
Company-sponsored happy hours
Sometimes happy hours provided by the company, but many team members get together outside of work because they want to, not because they have to!
Onsite office parking
Recreational clubs
Softball, bowling, and dragon boat racing team... yes, dragon boat racing!
Relocation assistance
Fitness stipend
Onsite gym
Professional Development
Job training & conferences
Tuition reimbursement
Tuition reimbursement is subject to an application process and appropriate business case for approval. Reimbursements for the first $5,250 & reimbursement at 50% of costs above that annually.
Lunch and learns
Promote from within
Continuing education stipend
Continuing Education stipend is subject to an application process and appropriate business case for approval.
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

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