Customer Service Representative - Fasteners

Job Description

Job Description

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 - Fasteners plays a critical role in ensuring customer satisfaction by providing expert support and guidance related to fastener products. This position involves managing customer inquiries, processing orders accurately, and resolving any issues promptly to maintain strong client relationships. The representative will serve as a knowledgeable liaison between customers and internal teams, facilitating clear communication and efficient problem-solving. Success in this role directly impacts customer retention and the overall reputation of the company within the fastener industry.

Ultimately, the role demands a commitment to delivering exceptional service while supporting the operational goals of the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Exhibits behaviors consistent with BlackHawk’s Core Behaviors.
• Promotes and supports a culture of safety.
• Responds promptly and professionally to customer and Account Manager inquiries regarding fastener products, orders, pricing, availability, and delivery requirements.
• Develops and maintains strong working knowledge of fastener products, including product types, materials, grades, finishes, sizes, thread types, specifications, and common applications.
• Reviews customer requirements and assists in identifying appropriate fastener products based on specifications, drawings, part numbers, samples, or other information provided by the customer.
• Assists customers and Account Managers with identifying fastener alternatives or substitutions when requested products are unavailable, coordinating with appropriate technical or sales resources when necessary.
• Prepares and processes customer quotes and orders for standard and specialty fastener products accurately and efficiently.
• Verifies critical order details, including part numbers, dimensions, quantities, materials, finishes, specifications, pricing, availability, and delivery requirements.
• Supports customer requirements for standard, specialty, and custom fasteners and coordinates internally on sourcing or manufacturing requirements when applicable.
• Provides accurate information regarding product availability, lead times, minimum order quantities, packaging requirements, and delivery expectations.
• Coordinates with Purchasing, Sales, Operations, Warehouse, Manufacturing, and other internal teams to source products and meet customer requirements.
• Supports value-added fastener solutions, including kitting, packaging, custom components, and other capabilities offered by BlackHawk.
• Investigates and resolves order discrepancies, incorrect products, shortages, damaged material, returns, and other customer concerns.
• Works with internal teams to resolve quality or specification concerns involving fastener products and ensures issues are appropriately documented and escalated.
• Maintains accurate customer, product, quote, order, and transaction information within applicable company systems.
• Builds strong relationships with customers by understanding their business, purchasing patterns, product requirements, and service expectations.
• Supports Account Managers in growing and retaining fastener business by providing responsive service, product knowledge, and effective order management.
• Performs other duties as assigned.

QUALIFICATIONS:

• Strong customer service orientation with the ability to build and maintain positive customer relationships.
• Excellent verbal and written communication skills.
• Strong attention to detail and commitment to accuracy.
• Excellent critical thinking skills to analyze and solve problems.
• Ability to manage multiple tasks, shift gears to react to urgent scenarios and meet daily deadlines.
• Ability to process orders and maintain accurate records.
• Ability to provide recommendations and troubleshoot product related questions.
• Ability to streamline internal workflows to deliver a seamless customer experience.

SUPERVISORY RESPONSIBILITIES:

• No direct supervisory responsibility.

EDUCATION and/or EXPERIENCE:

• High school diploma or equivalent.
• Proven experience in a customer service role, preferably within manufacturing, industrial supply, or related sectors.
• Previous fastener product knowledge is preferred but not required; ability and willingness to learn technical product information is required.
• Strong communication skills, both verbal and written. Spanish speaking a plus.
• Proficient in using Microsoft Office application and Customer Relationship Management (CRM) systems.

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)