Customer Service Representative - Manufacturi

Job Description

Job Description

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.

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

*This position is considered safety sensitive and is subject to drug testing, including cannabis

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:

• 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.

SUPERVISORY RESPONSIBILITIES :

• No direct supervisory responsibility.

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
• 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.