customer service representative

consultant

senior software engineer

software engineer

category manager

Zoro

Zoro could be an amazing company to work for. When you start, it feels like your joining a friendly and fun atmosphere. All necessary equipment is provided (even keyboard, mouse, x2 19" monitors) and all one would basically need is a desk and reliable internet connection. 

However, training is SEVERELY lacking for the CX department. This is to no fault of the trainers themselves as they are incredible people. They are just simply not given enough time to train. At the time I was hired, I was quoted to receive 10 days of training. 10 days turned into more like 7 and then thrown to the wolves. 

There is just simply not enough time to get done what is expected. I often felt bad for our customers because some things felt deceitful to say but we are always told we need to "trust the process". However, how can we trust a process that will likely change from month to month. Lead times still seem to be an issue and you always have this sinking feeling when talking to CX's but you don't feel like you can tell them the truth. There are robotic responses to most customer questions that you must follow. 

What started as a fun job turned out to be extremely stressful. You are expected to work like a robot and get called out in a way that makes you feel like you are going to lose your job if you do something incorrectly. If you report anything, it is held against you, even though they state you are safe in doing so. The workload is excessive and the pay is low.

A typical day at work is dealing with angry customers who are misled with regards to items being shipped and the web site is never updated.

Workplace culture is such a joke. Zoro talks about being inclusive with all types, however, if you report about an issue it is documented. You feel like a middle school student with their kudos slack channel. Some people are given their gold star for helping so and so. It made me feel as if I was never doing well enough and left out.

Management if more like a cheerleading squad, they are there to feed you this superficial positive gibberish which gets pretty old after awhile.

The hardest part of the job is dealing with angry customers, and rightly so, because they just found out their item will not be shipped for another 3 months even though the web site says drop ship in 5 days. The repetitiveness of calls is mostly from misled customers.

The most enjoyable part of the job was actually working at home.


I absolutely loved my job, then the pandemic happened. All of our opportunities for advancement are gone. New hires are being trained way too quickly and thrown to the wolves (at no fault of the trainers as this is coming from upper management). Our values are being customer obsessed, as well as being transparent. We have not followed either of those in over a year now. The processes internally to obtain information are an absolute nightmare making it very hard to be confident with our customers on the phone for anything related to that type of order. Our pay is decent, insurance is a bit expensive, 401K match is great, discounts are also nice. Some of the supervisors are amazing, informative, and understanding, others do the bare minimum to keep their position. I learned nothing here aside from how to better lie to my customers. Metrics that we are to meet are virtually impossible to obtain, especially after rolling put new metrics. I have become 100% miserable at a job that I used to loved so much I would refer everyone to apply and/or purchase with our company. 

This is a call center job that micromanages metrics. Enough said. The only good thing about this job is it allows work from home. If this was a job I'd have to go in office for, I wouldn't even have applied.

They have lost 200 plus people last year and counting. This was said during a meeting with the managers. They can not retain people because they refuse to train properly and then throw agents to the wolves. It's sink or swim here and I after a year of doggy-paddling, finally sank. When said agents push back even a little, they are told they have a tone. They expect you to take customer abuse with a smile and then laugh in your face when you burn out.

Their email metrics are also not counting right. Can't imagine how many poor souls they fired for not meeting their email metrics. Still isn't fixed as of my firing. Be careful when doing anything for this company, they will constantly change things and then throw you under the bus when you make a mistake. 

Only apply if you are desperate for work from home and need an easy in. 

My main point here is that if you are an ambitious analyst and want to make great influence with your project, proposed or mandated, you are going to be experience a lot of difficulty not from the data team itself but from the other teams for whom the projects are actually going to benifit. One of my coworker did a great analysis on customer behavior and gave a lot of actionable items as recommendation and got very positive feedback, but it has been almost 1 year, the project is still waiting on implementation. 

the other thing is even though the company is part of Grainger, for which you thought the Perks are going to be great, but it will be lower than your expectation trust me!

for international traveller, this might be a good starting point because they are 100% going to support you through your H1B and Visa process. 

they do have a chill and layback tech environment, good inter team communication. I guess it's just a matter of getting things done.

Each day credit card orders flowed through the Cybersource system that checked for specific criteria.  When it noticed suspicious activity such as shipping to different addresses/states, several names, email or fraudulent product it stopped for further review.
Numerous internet sites are used to verify name to address,phone and credit card information.  
Calls were made to speak to customer to ensure they were placing order.  Depending on that call would be deciding factor on releasing orders.
If at anytime we felt the order suspicious we may ask for a wire transfer or completely cancel the order,
When an account was fraudulent various steps were taken to code the account to stop further orders from being processed.
Additionally work instructions were created for the various step to be taken and updated frequently.

One of Zoro's main points is that they are customer-obsessed. They are a wholly owned subsidiary of Grainger, but they pay terribly. For a measly 50-cent raise, you have to be perfect on Metrics, which is stressful because the CRM software that they use always has an issue, and that in itself will affect your adherence because of the time it takes the system to load correctly for you to do your job. So many steps and forms have to be completed, and you are judged based on the amount of time it takes to complete the process and on using the correct form for each scenario. They expect a lot but aren't willing to properly compensate their employees, which causes a high turnover rate, and it is also bad for overall morale. They are owned by a billion dollar company, yet in still they pay the most important department of the company pennies, not a liveable wage at all. You only make a decent salary if you are in management. 

I loved going to work and doing this job. This job was absolute heaven for the first two years I worked there. By the end, I was stressed and worn out. My skills didn't lessen, but the requirements for Zoro employees became ridiculous.

Management gives off a vibe of friendliness and cheerfulness, but that's only if you're doing well. The events per hour requirement didn't even exist when I was hired. They always told us to just take care of the customer. Once we got more business, that concept flew out the window. Customers noticed it, too. When you aren't meeting requirements, management doesn't offer much. 

I miss talking to customers and the people I worked with. My coworkers were awesome, but by the time I left, most of the coworkers I was close with had moved on because of the changes.

Zoro is a very fast paced workplace. Sometimes it is hard to keep up as policies are constantly changing. The management tries to keep the work days exciting by offering different activities. There are plenty of days where you do not need to pack a lunch as lunch is provided by the company or in potluck form. The break room offers free soda, water coffee and popcorn. Being a call center, it can get really noisy and distracting to work in the office. Zoro does offer home agent opportunities.

I worked at Zoro for almost 2 years. I loved my job, even on the bad days. After the pandemic happened, the business changed completely. It stopped being about customers and taking care of them, and it became a numbers game, making advancement harder than it already was. Process improvement fell to the wayside, and supervisors wanted good scores more than they wanted us to give a more quality experience. The high call volumes, poorly trained new hires, and over all shift to sloppiness drove me to leave my position. The stress was making me sick regularly. 

Top Job Titles	Average Salary
Customer service representative 7 salaries reported	$17.86 per hour
Consultant 24 salaries reported	$29.00 per hour
Senior software engineer 8 salaries reported	$131,413 per year
Software engineer 3 salaries reported	$94,033 per year
Category manager 5 salaries reported	$113,260 per year

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