Customer Service Representative

BLACKHAWK INDUSTRIAL OPERATING CO; Jackson (MI); On-site; USD 19,000 - 22,000; Full time

Benefits offered by this job

Health Insurance BCBS of OK HDHP

HSA with Employer match

Dental and Vision Insurance

401K Plan and Company Match

Paid Time Off

Holiday Paid Time Off

Job summary

BlackHawk Industrial provides industrial products and equipment and seeks a Customer Service Representative in Jackson, MI. The role supports daily customer accounts, coordinates with Account Managers and suppliers, and delivers quality service while following ISO processes.

Responsibilities include processing orders, quotes, RMAs, maintaining systems, and resolving issues with cross functional teams. Strong communication, multitasking, and Excel proficiency are required.

Qualifications

• 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.
• Experience with vending platforms (CribMaster, Autocrib).
• Experience in industrial field, B2B sales and customer service.

Responsibilities

• Respond appropriately and in a timely manner to all customer and Account Manager communications.
• Analyze and assess customer needs completely and accurately with efficiency.
• Work with suppliers and Account Managers to identify, source, and price product solutions and provide quotes.
• Process customer orders, Return Material Authorizations and Guaranteed Test Orders and purchase materials.
• Review and maintain P21 portals daily for late orders, RMAs, unapproved orders.
• Identify and resolve root cause issues by working with cross functional teams to minimize repeats.
• Maintain knowledge of BlackHawk policies, procedures and practices.
• Understand BHID systems (P21, OS ticket, ServiceNow, SharePoint, Compass) and suppliers’ systems.

Skills

Written communication

Verbal communication

Critical thinking

Detail oriented

Multitasking

Computer proficiency

Learning new software

Industrial experience

Education

High school diploma or equivalent

1 year customer service or inside sales

Tools

Microsoft Office

CribMaster

Autocrib

P21

ServiceNow

SharePoint

Compass

Job description

Customer Service Representative

Full Time Clerical Jackson, MI, US

6 days ago Requisition ID: 2496

Salary Range: $19.00 To $22.00 Annually

WHO ARE WE: BlackHawk Industrial provides you the highest quality industrial products and equipment, offering manufacturing services while creating innovative engineered supply solutions. We truly believe in the importance of the local relationships with the customers we service. Our employees have fun every day exceeding the expectations of our customers, suppliers, and shareholders. We distinguish ourselves as the #1 choice of industrial manufacturers who are in need of Technical Service and Production Savings.

We are BIG ENOUGH TO SERVE, and SMALL ENOUGH TO CARE.

SUMMARY: 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• 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

QUALIFICATIONS:

• 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.

EDUCATION and/or EXPERIENCE:

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

CERTIFICATES, LICENSES, REGISTRATIONS:

• None required

WORK ENVIRONMENT:

• Employee is regularly required to speak and understand English, stand, walk, sit, use hand to finger, handle or feel objects, tools or controls; reach with hands and arms. Employee is required to use computer and other equipment.
• Employee frequently lifts and/or moves up to 50 pounds. Specific vision abilities include close vision and the ability to clearly focus vision.

PPE REQUIRED:

• Wrist rest for keyboard and mouse pad

OTHER INFORMATION:

BHID policy requires all potential employees to undergo pre-employment background and drug screening. This is a standard procedure we follow to ensure a safe and productive work environment.

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
• Quarterly Wellness challenge with a chance to will money or prizes
• Tuition Reimbursement – after 1 year of employment

*BlackHawk Industrial is an Equal Opportunity Employer.

Executive Search Firms and Staffing Agencies: Please be advised that BlackHawk Industrial only accepts resumes from agencies with which we have an executed contract and proactively engaged with. Accordingly, BlackHawk Industrial and any of its affiliates are not obligated to pay referral fees to any agency that is not party to an agreement with BlackHawk Industrial. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of BlackHawk Industrial.