Customer Service Manager

BLACKHAWK INDUSTRIAL OPERATING CO•Seattle, WA

23d

About The Position

Leads the branches customer service function while developing and executing tactics consistent with initiatives policies, procedures and resources to achieve branch goals and the company’s mission and plan. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Requirements

Proficient with the use of computer software specific to the operation (Microsoft Office, P21 etc.)
High knowledge of manufacturing, industrial supply products, and export requirements
Excellent analytical skills
Excellent written and verbal communication skills
Flexible hours
Ability to plan / prioritize
Approachable
Strong coaching abilities
High School Diploma or equivalent required
Bachelor’s degree required
10+ years in a like position
Minimum 5 years hands-on experience in Industrial Distribution

Responsibilities

Personally exhibits, recruits and coaches associates consistent with Core Behaviors
Responsible for promoting culture of safety
Maintain a consistent level of CSR team performance by hiring, training, monitoring, and developing a high-quality team of CSRs taking appropriate corrective action when needed.
Align the efforts of the CSR team with the branch business plan to achieve results
Locally, function as the senior subject matter expert on the systems and procedures used to process and manage the company’s sales and inventory related transactions so that problems can be diagnosed and corrective action prescribed and executed.
Utilize transactional reporting available through BlackHawk systems to monitor the activities and outputs of the CSR team to insure benchmarks, quality standards, and key performance metrics are being achieved according to company policies and procedures, and branch goals.
Facilitate, oversee and execute actions in conjunction with CSRs, account managers and members of cross functional departments to enable successful transaction processing, problem solving, corrective actions, and project work.
Develop and maintain an understanding of how P21 and our vending systems act together and in parallel to facilitate transaction processing and inventory management
Approve pricing variances as needed and within the guidelines set by the General Manager
Partner with sales team to grow and exceed sales and gross profit objective for fiscal year
Maintain a broad knowledge of company policies and procedures, work instruction, and specific software (P21, Acclaim, etc.)
Support the BlackHawk pricing program to grow gross margin.
Support BlackHawk purchasing on all safety stock and guaranteed stock quantity requests, etc.
Work with BlackHawk assigned credit representative to insure transparent process with customer, Holds, etc.
Work with BlackHawk purchasing on vendor issues, special pricing, and growth opportunities
Promote positive relationships with our vendors, make CSR’s aware of promos and how they work, along with making sure flyers are distributed and explained
Support focus products and AD vendors
Monitor the office supplies for replenishment (toner cartridges, paper supplies, etc.)
Help coordinate positive office functions and help keep enthusiasm on a high level
Be able to discuss personal issues and know how to direct employees for further needs i.e. HR contact
Develop a clear understanding of the branch’s business plan and BlackHawk’s brand promise and ensure that the actions and outputs of the CSR team will consistently support the achievement of the “promise” and the branch’s sales, gross margin, income, and working capital goals.
Monitor inventory and stock levels to ensure effectiveness of the branch plan
Perform all work in accordance to ISO processes and procedures

Benefits

Health Insurance BCBS of OK HDHP
HSA with Employer match (must meet criteria)
Dental and Vision Insurance
401K Plan and Company Match
FSA (Full FSA, Limited FSA, and Dependent FSA)
Company paid Long Term and Short-Term Disability
Company paid basic Life Insurance and AD&D/
Supplemental life and AD&D/Dependent life
Ancillary Critical Illness Insurance (Wellness Rider Included)
Ancillary Accident Insurance (Wellness Rider Included)
Ancillary Hospital Indemnity
Employee Assistance Program (EAP) – Includes concierge services and travel assistance.
Paid Time Off
Holiday Paid Time Off
Gym Reimbursement
Quarterly Wellness challenge with a chance to will money or prizes
Tuition Reimbursement – after 1 year of employment