COMPANY DESCRIPTIONZoro UK is a wholly owned subsidiary of Grainger (NYSE: GWW), a global industrial supplier with headquarters in Lake Forest, IL, USAWe are a new business in the Industrial MRO market, looking to increase our share of the market, through a proposition that is focused on the needs of our customers.The Zoro teams are in London and Leicester. Leicester is the home of the Category, Customer Service & Sales, Merchandising and Finance teams, whilst our Technology, Marketing and Data Analytics, and HR teams are based in the heart of London.Working for Zoro UK means working within a start-up culture but with the backing of an established global player within the MRO market. We aspire for 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 FUNCTIONThis is a role within our growing Customer Team. The role is critical to ensure that both Customer Service and Customer Account Teams are proficient in all aspects relating to customer services and support to help us provide excellent customer service. We are rapidly changing and improving our systems and workflows so need someone with excellent organisational and training skills to ensure that our teams are up to date but also to support development of workflows and processes to drive continuous improvement. PRINCIPAL DUTIES & RESPONSIBILITIESThis role will:Create and maintain a range of training materialsOnboard new starters ensuring Customer Service Standards are embedded from Day 1.Identify process changes based on in depth understanding of workflowsSupport implementation and ongoing development of SalesforceWork alongside Customer Service and Customer Account Team Leaders and Managers to identify training gaps and develop plans to addressMaintain training matrix for both Customer Service and Customer Account AgentsCreate new training material as new functionality is releasedProvide on the job coachingWork alongside Development Teams to understand impact of new functionality on existing workflow to ensure Customer Teams are briefed in advance of changes Work towards the company management system (ZIMS) requirements at all times.PREFERRED EDUCATION & EXPERIENCE1 years experience in similar roleExcellent communication skillsExperience of coaching team membersExperience of Salesforce or similarWorking knowledge of Excel and Word to create training materialKnowledge of SAP or similarWORK ENVIRONMENTRequires travel, as needed both domestically and internationallyCollaborates closely with other members of the Zoro team and Grainger companiesBENEFITS33 days of annual leave including bank holidays (+ buy scheme of up to 5 days).Staff discount on our websiteBrilliant 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 subscriptionCycle to Work Scheme.Company quarterly events.Bright, spacious, modern offices with free teas, coffees, soft drinks and nibbles!Note: This role is hybrid role, with office attendance as and when required. This would be for several weeks continuously at times to meet the in person training requirements. Home work would be acceptable for training material creation and other non-delivery elements of the role.