BlackHawk Industrial

Manager

• Personally exhibits, recruits and coaches associates consistent with Core Behaviors
• Responsible for promoting a culture of safety
• Reviews, understands and executes KPI’s; analyzes root cause, maps out and implements customer-specific improvement plans
• Represents BlackHawk, acting as a liaison with suppliers and customers and acts as the key contact.
• Assists in identifying and implementing cost reduction projects.
• Analyze use and transaction data defining application needs.
• Leads the effort to implement price increases with customer.
• Responds and resolves everyday customer requests and recommends action plans to mitigate issues as they arise.
• Attends Rolling Action Item List (RAIL) meetings representing BlackHawk.
• Maintains Tool Crib, enter customer orders and quotes, maintains shipping and receiving, performs cycle count and inventory review, and performs vending, stocking, and maintenance, when applicable
• Responsible for interviewing, hiring, training, and developing team members
• Manages workflow and gives direction and support to direct reports.
• Manages scheduling, time card approvals, initiating overtime as needed, and PTO requests to ensure that the customer has adequate onsite support while protecting the financial resources of BHID.
• To efficiently perform all customer tasks in ERP system, crib, and if required, a customer ERP system to efficiently handle all requirements of order management.
• Perform all work in accordance with contractual requirements
• Performs other duties as assigned

Site Manager

Customer Support

• Lead 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.
• Keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.
• Personally exhibits, recruits and coaches associates consistent with Core Behaviors.
• Responsible for promoting culture of safety.
• Coordinate with cross functional teams in the execution of customer transactions and ensure customer satisfaction.
• Monitor transactions of team members and solve challenges that may arise ensuring policies, procedures and guidelines are followed.
• Monitor KPI’s of CSR performance utilizing reports available to ensure transactions are accurate.
• Monitor inventory and stock levels to ensure effective of the branch plan.
• Align the efforts of the CSR team with the branch business plan to achieve results.
• Approve pricing variances as needed and within the guidelines set by the GM.
• Partner with sales team to grow and exceed sales and gross profit objective for fiscal year.
• Hiring, training and termination of customer service departments.
• Broad knowledge of company procedures, work instruction, and specific software (P21, Acclaim, etc.).
• Support BlackHawk pricing program to grow gross margin.
• Support all new BlackHawk processes.
• Work with BlackHawk assigned credit representative to ensure a transparent process with customer, Holds, etc.
• Work with BlackHawk purchasing and vendor issues, special pricing, and growth opportunities.
• Promote positive relationships with vendors, make CSR’s aware of promos and how they work, along with making sure flyers are distributed and explained.

Site Manager

Customer Service Manager