Customer Service Representative

BLACKHAWK INDUSTRIAL OPERATING CO•Tulsa, OK

14d

About The Position

The Customer Service Representative handles daily tasks related to customer accounts and Account Manager needs. The role coordinates with suppliers and Account Managers and provides quality customer service. It includes responding to customer communications, assessing needs, identifying and pricing product solutions, quoting, processing orders and related transactions, monitoring order portals, resolving root causes with cross-functional teams, and maintaining knowledge of company policies, systems, and documented ISO processes. The schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m.

Requirements

Excellent written and verbal communication skills using phone, email, and instant messaging.
Excellent critical-thinking skills to analyze and solve problems.
Diligent and detail-oriented.
Ability to manage multiple tasks, shift gears for urgent scenarios, and meet daily deadlines.
Proficient and comfortable with basic computer operation.
Ability to learn new software programs as a user.
Ability to learn and apply experience with vending platforms such as CribMaster and Autocrib.
Experience in an industrial field, B2B sales, and customer service.
High school diploma or equivalent required.
Experience with Microsoft Office Suite required.
Must undergo pre-employment background and drug screening.
Able to speak and understand English; stand, walk, sit, use hands and fingers, handle or feel objects, tools, or controls, and reach with hands and arms; use a computer and other equipment; and frequently lift and/or move up to 50 pounds.
Close vision and ability to clearly focus vision required.

Nice To Haves

At least 1 year of previous customer service or inside sales experience preferred.
Experience in cutting tools, abrasives, and MRO areas preferred.

Responsibilities

Exhibit, recruit, and coach associates consistent with BlackHawk Core Behaviors.
Promote a culture of safety.
Respond appropriately and promptly to customer and Account Manager communications.
Analyze and assess customer needs completely, accurately, and efficiently.
Work with suppliers and Account Managers to identify, source, and price product solutions and provide quotes according to OS ticket and other BHID response-time guidelines.
Process customer orders, Return Material Authorizations, and Guaranteed Test Orders, and purchase materials to fill customer orders.
Review and maintain P21 portals daily for potential late orders, Return Material Authorizations, items not on a purchase order, and unapproved orders.
Identify and resolve root-cause issues in collaboration with responsible cross-functional teams to minimize recurrence.
Develop detailed working knowledge of BlackHawk policies, procedures, and practices.
Maintain a deep understanding of BHID systems, including P21, OS ticket, ServiceNow, SharePoint, and Compass, as well as supplier systems and websites.
Perform work in accordance with documented company ISO processes and procedures using appropriate company systems.
Perform other duties as assigned.

Benefits

Health insurance: BCBS of Oklahoma HDHP HSA with employer match, subject to criteria.
Dental and vision insurance.
401(k) plan and company match.
Flexible spending accounts, including full FSA, limited FSA, and dependent FSA.
Company-paid long-term and short-term disability insurance.
Company-paid basic life insurance and AD&D; supplemental and dependent life insurance and AD&D are also available.
Ancillary critical illness insurance with wellness rider.
Ancillary accident insurance with wellness rider.
Ancillary hospital indemnity insurance.
Employee Assistance Program, including concierge services and travel assistance.
Paid time off.
Paid holidays.
Gym reimbursement.
Quarterly wellness challenge with a chance to win money or prizes.
Tuition reimbursement after 1 year of employment.