What are the responsibilities and job description for the Customer Service Representative position at BlackHawk Industrial?
WHO ARE WE : BlackHawk Industrial provides you with 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.
SUMMARY : The Manufacturing Customer Service Representative is a pivotal link between manufacturing operations, customers, and Account Managers. Reporting to the Manufacturing Operations Manager, this role is essential in ensuring customer satisfaction and operational efficiency through timely communication, accurate order processing, and effective problem-solving. The position requires proficiency in analyzing customer needs, sourcing and pricing products, processing orders, and maintaining compliance with ISO standards.
In addition to fostering a culture of safety and excellence aligned with BlackHawk Industrial's Core Behaviors, the representative will develop an in-depth understanding of company systems (e.g., P21, Shop Flo, Job Boss) and maintain collaborative relationships with suppliers and cross-functional teams. With a commitment to detailed work and critical thinking, the representative resolves root causes of issues to prevent recurring problems.
ESSENTIAL DUTIES AND RESPONSIBILITIES :
- Personally exhibits, recruits and coaches associates consistent with Core Behaviors
- Responsible for promoting culture of safety
- Respond appropriately and in a timely manner to all manufacturing customer and Account Manager incoming communications.
- Analyze and assess manufacturing 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 BHID manufacturing response time guidelines.
- Process manufacturing customer orders, Return Material Authorizations and Guaranteed Test Orders and purchase materials to fill manufacturing customer orders.
- Write up and enter Work Orders going into the manufacturing facility.
- Review and maintain P21 portals daily for potential manufacturing 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, Shop Flo, Job Boss, etc.), suppliers' systems / websites and usage of those systems.
- Perform all work in accordance with the company prescribed ISO processes and procedures utilizing appropriate company systems.
- Perform other duties as assigned
- Perform work in accordance to ISO processes and procedures
QUALIFICATIONS :
SUPERVISORY RESPONSIBILITIES :
EDUCATION and / or EXPERIENCE :
CERTIFICATES, LICENSES, REGISTRATIONS :
WORK ENVIRONMENT :
PPE REQUIRED :
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 is 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.
