Customer Service Manager

Customer Service Representative

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: Leads the branches customer service function while developing and executing tactics consistent with initiatives policies, procedures and resources to achieve branch goals and the company's mission and plan. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

ESSENTIAL COMPETENCIES AND RESPONSIBILITIES:

• Personally exhibits, recruits and coaches associates consistent with Core Behaviors
• Responsible for promoting culture of safety
• Maintain a consistent level of CSR team performance by hiring, training, monitoring, and developing a high-quality team of CSRs taking appropriate corrective action when needed.
• Align the efforts of the CSR team with the branch business plan to achieve results
• Locally, function as the senior subject matter expert on the systems and procedures used to process and manage the company's sales and inventory related transactions so that problems can be diagnosed and corrective action prescribed and executed.
• Utilize transactional reporting available through BlackHawk systems to monitor the activities and outputs of the CSR team to insure benchmarks, quality standards, and key performance metrics are being achieved according to company policies and procedures, and branch goals.
• Facilitate, oversee and execute actions in conjunction with CSRs, account managers and members of cross functional departments to enable successful transaction processing, problem solving, corrective actions, and project work.
• Develop and maintain an understanding of how P21 and our vending systems act together and in parallel to facilitate transaction processing and inventory management
• Approve pricing variances as needed and within the guidelines set by the General Manager
• Partner with sales team to grow and exceed sales and gross profit objective for fiscal year
• Maintain a broad knowledge of company policies and procedures, work instruction, and specific software (P21, Acclaim, etc.)
• Support the BlackHawk pricing program to grow gross margin.
• Support BlackHawk purchasing on all safety stock and guaranteed stock quantity requests, etc.
• Work with BlackHawk assigned credit representative to insure transparent process with customer, Holds, etc.
• Work with BlackHawk purchasing on vendor issues, special pricing, and growth opportunities
• Promote positive relationships with our vendors, make CSR's aware of promos and how they work, along with making sure flyers are distributed and explained
• Support focus products and AD vendors
• Monitor the office supplies for replenishment (toner cartridges, paper supplies, etc.)
• Help coordinate positive office functions and help keep enthusiasm on a high level
• Be able to discuss personal issues and know how to direct employees for further needs i.e. HR contact
• Develop a clear understanding of the branch's business plan and BlackHawk's brand promise and ensure that the actions and outputs of the CSR team will consistently support the achievement of the "promise" and the branch's sales, gross margin, income, and working capital goals.
• Monitor inventory and stock levels to ensure effectiveness of the branch plan
• Perform all work in accordance to ISO processes and procedures

QUALIFICATIONS:

• Proficient with the use of computer software specific to the operation (Microsoft Office, P21 etc.)
• High knowledge of manufacturing, industrial supply products, and export requirements
• Excellent analytical skills
• Excellent written and verbal communication skills
• Flexible hours
• Ability to plan / prioritize
• Approachable
• Strong coaching abilities

SUPERVISORY RESPONSIBILITIES :

• Supervises multiple employees as well as smaller branch locations

EDUCATION and/or EXPERIENCE:

• High School Diploma or equivalent required
• Bachelor's degree required
• 10+ years in a like position
• Minimum 5 years hands-on experience in Industrial Distribution

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
• Gym Reimbursement
• Quarterly Wellness challenge with a chance to win 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.