Customer Service Representative

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Personally exhibits, recruits and coaches associates consistent with 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, CribMaster, Autocrib, etc.), suppliers’ systems/websites and usage of those systems.
• Perform all work in accordance with the company prescribed ISO processes and procedures utilizing appropriate company systems.
• Perform other duties as assigned
• Perform work in accordance to ISO processes and procedures

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.

CERTIFICATES, LICENSES, REGISTRATIONS:

• None required

WORK ENVIRONMENT:

• Employee is regularly required to speak and understand English, stand, walk, sit, use hand to finger, handle or feel objects, tools or controls; reach with hands and arms. Employee is required to use computer and other equipment.
• Employee frequently lifts and/or moves up to _50_ pounds. Specific vision abilities include close vision and the ability to clearly focus vision.

PPE REQUIRED:

• Wrist rest for keyboard and mouse pad

BENEFITS:

• 401K Plan and Company Match Medical
• Dental and Vision Insurance
• Company paid Long Term and Short-Term Disability
• Life Insurance
• Paid Time Off

*BlackHawk Industrial is an Equal Opportunity Employer