Customer Service Representative - Manufacturi
About The Position
The Manufacturing Customer Service Representative is a pivotal link between manufacturing operations, customers, and Account Managers. Reporting to the Manufacturing Operations Manager, this role is essential in ensuring customer satisfaction and operational efficiency through timely communication, accurate order processing, and effective problem-solving. The position requires proficiency in analyzing customer needs, sourcing and pricing products, processing orders, and maintaining compliance with ISO standards. In addition to fostering a culture of safety and excellence aligned with BlackHawk Industrial’s Core Behaviors, the representative will develop an in-depth understanding of company systems (e.g., P21, Shop Flo, Job Boss) and maintain collaborative relationships with suppliers and cross-functional teams. With a commitment to detailed work and critical thinking, the representative resolves root causes of issues to prevent recurring problems.
Requirements
- 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.
- High school diploma or equivalent required.
- Experience with Microsoft office suite required.
Nice To Haves
- Minimum 1 year previous experience in customer service or inside sales preferred.
- Experience in cutting tools, abrasives and MRO areas preferred.
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 manufacturing customer and Account Manager incoming communications.
- Analyze and assess manufacturing 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 BHID manufacturing response time guidelines.
- Process manufacturing customer orders, Return Material Authorizations and Guaranteed Test Orders and purchase materials to fill manufacturing customer orders.
- Write up and enter Work Orders going into the manufacturing facility.
- Review and maintain P21 portals daily for potential manufacturing 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, Shop Flo, Job Boss, 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
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 win money or prizes
- Tuition Reimbursement – after 1 year of employment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
