Customer Service Representative

BLACKHAWK INDUSTRIAL OPERATING CO-posted about 9 hours ago
Full-time • Entry Level
Toledo, OH
501-1,000 employees
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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.

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