Senior Customer Service Representative
About The Position
The Senior Customer Service Representative plays a key leadership and mentorship role within the Customer Service team. This individual is a subject matter expert in all aspects of customer service operations and serves as a resource for Customer Service Representatives (CSRs) and Account Managers in addressing complex inquiries and resolving escalated issues. The Senior CSR leads training sessions, mentors new team members, and ensures adherence to best practices while fostering a culture of safety and excellence. This role actively contributes to process improvements, supports knowledge sharing, and helps drive efficiencies in service delivery. In addition to performing all standard CSR duties, the Senior CSR takes initiative to identify trends, propose solutions, and support continuous improvement across the department.
Requirements
- Excellent written and verbal communications skills utilizing phone, email and instant message.
- Excellent critical thinking skills to analyze and solve problems.
- Diligence and detail oriented.
- Ability to manage multitasks, prioritize urgent scenarios and meet daily deadlines.
- Exhibit the BHID Core Values to work well with others, contribute to the team and to work with customers, suppliers and other BHID personnel.
- Proficient in and comfortable with basic computer operation. Ability to learn new software programs as a user.
- Experience in industrial field, B2B sales and/customer service.
- High school diploma or equivalent required.
- Minimum 3 years previous experience in customer service at BlackHawk required.
- Experience in cutting tools, abrasives and MRO areas required.
- Experience with Microsoft office suite required.
Responsibilities
- Personally exhibits, recruits and coaches associates consistent with BlackHawk Core Behaviors
- Responsible for promoting culture of safety
- Resource for Customer Service Representatives and Account Managers when in-depth knowledge or extensive research is necessary.
- Subject matter expert on daily customer service duties and responsibilities.
- Lead and facilitate training sessions when necessary for new CSRs.
- Attend limited space trainings as the appointed department representative and disseminate the knowledge to the team.
- Mentor and support Customer Service Representative and new employees while exhibiting best practice models.
- Monitor OS Ticket with ability to correctly transfer tickets to other departments and/or assign within a department.
- Proactively examine ordering trends and looks for opportunities to gain margin through utilizing an alternative source or better buying practices.
- Suggest opportunities for enhancements in current practice or software. Brings forward any issues that arise with having identified (or given best effort to do so) root cause and recommendations for corrective actions.
- Perform all duties of a Customer Service Representative
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
Senior
Education Level
High school or GED
