Customer Service Representative

WHO ARE WE: BlackHawk Industrial provides you the highest quality industrial products and equipment, offering manufacturing services while creating innovative engineered supply solutions. We truly believe in the importance of the local relationships with the customers we service. Our employees have fun every day exceeding the expectations of our customers, suppliers, and shareholders. We distinguish ourselves as the #1 choice of industrial manufacturers who are in need of Technical Service and Production Savings.

We are BIG ENOUGH TO SERVE, and SMALL ENOUGH TO CARE.

SUMMARY: The Customer Service Representative is responsible for the daily tasks related to all customer accounts and Account Manager needs. The Customer Service Representative communicates and coordinates with suppliers and Account Managers, while providing quality customer service. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Personally exhibits, recruits and coaches associates consistent with BlackHawk Core Behaviors
• Responsible for promoting culture of safety
• Respond appropriately and in a timely manner to all customer and Account Manager incoming communications.  
• Analyze and assess customer needs completely and accurately with efficiency.
• Work with suppliers and Account Managers to identify, source, and price appropriate product solutions and provide quotes for product solutions per OS ticket and other BHID response time guidelines.
• Process customer orders, Return Material Authorizations and Guaranteed Test Orders and purchase material’s to fill customer orders.
• Review and maintain P21 portals daily for potential late orders, Return Material Authorizations, items not on a PO and unapproved orders. 
• Identify and resolve root cause issues by working and communicating with responsible cross functional teams to minimize repetition of the original issue. 
• Develop a detailed working knowledge of BlackHawk policies, procedures and practices.
• Maintain a deep understanding of the BHID systems (including P21, OS ticket, ServiceNow, SharePoint, and Compass), suppliers’ systems/websites and usage of those systems.  
• Perform all work in accordance with the company documented ISO processes and procedures utilizing appropriate company systems.
• Perform other duties as assigned 

QUALIFICATIONS:

• Excellent written and verbal communications skills utilizing phone, email and instant message.
• Excellent critical thinking skills to analyze and solve problems.
• Diligent and detail oriented.
• Ability to manage multiple tasks, shift gears to react to urgent scenarios and meet daily deadlines.
• Proficient in and comfortable with basic computer operation. Ability to learn new software programs as a user.
• Ability to learn and apply experience with vending platforms (CribMaster, Autocrib, etc.)
• Experience in industrial field, B2B sales and customer service.

SUPERVISORY RESPONSIBILITIES:

• No direct supervisory responsibility. 

EDUCATION and/or EXPERIENCE: 

• High school diploma or equivalent required.
• Minimum 1 year previous experience in customer service or inside sales preferred.
• Experience in cutting tools, abrasives and MRO areas preferred.
• Experience with Microsoft office suite required.