Senior CSR & Team Mentor — Onsite in Doylestown

BLACKHAWK INDUSTRIAL OPERATING CO; Doylestown Township (Bucks County); On-site; USD 30,000 - 34,000; Full time

Benefits offered by this job

Health Insurance

401K Plan

Paid Time Off

Holiday Paid Time Off

Tuition Reimbursement

Job summary

BlackHawk Industrial is seeking a Senior Customer Service Representative to lead and mentor the Customer Service team onsite in Doylestown, PA. The role requires mastery of customer service operations and the ability to resolve complex inquiries and escalations while upholding safety and service excellence.

As a subject matter expert, you will train new CSRs, support Account Managers, and drive process improvements across the department.

Qualifications

• 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
• Experience in industrial field, B2B sales and/customer service

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
• Mentor and support Customer Service Representatives 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 root cause and recommendations for corrective actions
• Perform all duties of a Customer Service Representative

Skills

Communication skills

Critical thinking

Detail oriented

Multitasking

BHID core values

Computer literacy

Industrial/B2B experience

Education

High school diploma

Tools

Microsoft Office

Job description

BlackHawk Industrial is seeking a Senior Customer Service Representative to lead and mentor the Customer Service team onsite in Doylestown, PA. The role requires mastery of customer service operations and the ability to resolve complex inquiries and escalations while upholding safety and service excellence.

As a subject matter expert, you will train new CSRs, support Account Managers, and drive process improvements across the department.