Job Description

SUMMARY: The Senior Customer Service Representative plays a key leadership and mentorship role within the Customer Service team. This individual is a subject matter expert in all aspects of customer service operations and serves as a resource for Customer Service Representatives (CSRs) and Account Managers in addressing complex inquiries and resolving escalated issues. The Senior CSR leads training sessions, mentors new team members, and ensures adherence to best practices while fostering a culture of safety and excellence. This role actively contributes to process improvements, supports knowledge sharing, and helps drive efficiencies in service delivery. In addition to performing all standard CSR duties, the Senior CSR takes initiative to identify trends, propose solutions, and support continuous improvement across the department.
 

ESSENTIAL DUTIES AND 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.
• Attend limited space trainings as the appointed department representative and disseminate the knowledge to the team. 
• Mentor and support Customer Service Representative 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 (or given best effort to do so) root cause and recommendations for corrective actions. 
• Perform all duties of a Customer Service Representative

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.
• Exhibit the BHID Core Values to work well with others, contribute to the team and to work with customers, suppliers and other BHID personnel.
• Proficient in and comfortable with basic computer operation. Ability to learn new software programs as a user.
• 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 3 years previous experience in customer service at BlackHawk required.
• Experience in cutting tools, abrasives and MRO areas required.
• 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: 

• Eye protection, ear protection, and as required by customer, steel-toed shoes and head protection.

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 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.