COMPANY DESCRIPTION
Zoro UK is a wholly owned subsidiary of Grainger (New York Stock Exchange code: GWW), a global industrial supplier with headquarters in Lake Forest, IL, USA
We are a new business in the Industrial MRO market, looking to increase our share of market and grow customer acquisition, through a proposition that is focused on the needs of our customers.
Zoro has offices in both London and Leicester. The Customer Service team is based in Leicester.
Working for Zoro UK means working within a start-up culture for but with the backing of an established global player within the MRO market. We aspire fast growth; we seek new ideas to succeed and disrupt the market; we solve problems and seek out new ones; and we seek individuals who are comfortable with ambiguity.
PRIMARY FUNCTION
The role of Order Progressing Advisor is to support the management of our non-stocked orders. This role will work across a large supplier base to chase order updates, resolving customer and supplier issues.
Working alongside an Order Admin team based in India, who are responsible for placing and updating core order information, this role is very much focused on ensuring the successful delivery of orders through a mix of inbound and outbound supplier contact.
PRINCIPAL DUTIES & RESPONSIBILITIES
This role will:
* Chase suppliers for updates on outstanding orders ensuring all information is correctly updated within our systems.
* Resolve any order issues at the point of order placement to ensure that our customers expectations are managed.
* Ensure that all information is correctly updated within our systems.
* Be responsible for correctly marking orders as dispatched.
* Manage and resolve AP queries whilst ensuring that common issues are escalated to Team Leader to reduce ongoing queries.
* Manage order and supplier queries from our Customer Service Teams in order that they can provide customers with relevant and timely updates.
* Assist and undertake any additional tasks as required.
* Ensure that GDPR guidelines are followed (training provided)
* Work towards the company management system (ZIMS) requirements at all times.
EDUCATION & EXPERIENCE
* Previous experience within a order administration role (minimum two years preferred)
* Customer focused mindset
* Ability to work independently, whilst supporting team goals and objectives
* Ability to multi-task and process a high volume of enquiries
* Excellent eye for detail when dealing with a number of tasks simultaneously
* Ability to remain calm and deal courteously with people whilst working under pressure
* Conscientious, enthusiastic and a self-starter
* PC literate – experience of SAP and SalesForce advantageous
* Excellent communication skills (both verbal and listening)
WORK ENVIRONMENT
* Hybrid model of working split between home and office.
* Collaborates closely with other members of the Zoro team.
IMPACT
Types of the decision made by this job:
* Day to day responsibility for managing order enquiries, with both Suppliers and Customers.
* Determining how to drive the best customer experience
* Resolve ongoing problems to prevent further order and customer issues.
Impact this job and the decisions it has on the organisation:
* Customer experience and satisfaction
* Order management
Benefits
* 33 days of annual leave including bank holidays (+ buy scheme of up to 5 days).
* Staff discount on our website
* Brilliant pension contribution (8% from Zoro UK!).
* Medical, personal accident, life and income protection insurance are all included.
* Attractive company sick pay.
* Enhanced Maternity and Paternity leave.
* Perkbox subscription
* Cycle to Work Scheme.
* Company quarterly events.
* Bright, spacious, modern offices with free teas, coffees, soft drinks and nibbles!