BlackHawk Industrial

Customer Support

• Personally exhibits, recruits and coaches associates consistent with BlackHawk Core Behaviors
• Responsible for promoting culture of safety
• Respond appropriately and in a timely manner to all customer and Account Manager incoming communications.
• Analyze and assess 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 OS ticket and other BHID response time guidelines.
• Process customer orders, Return Material Authorizations and Guaranteed Test Orders and purchase material's to fill customer orders.
• Review and maintain P21 portals daily for potential 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, OS ticket, ServiceNow, SharePoint, and Compass), suppliers’ systems/websites and usage of those systems.
• Perform all work in accordance with the company documented ISO processes and procedures utilizing appropriate company systems.
• Perform other duties as assigned

Customer Service Representative

Sales

• Responsible for the management of all Account Managers and sales within region.
• Orchestrate the sales team, set short term and long term goals for a sales division.
• Collaborate with other departments and conduct meetings.
• Recruit and coach associates consistent with Core Behaviors.
• Promote culture of safety.
• Exceed sales and gross profit objective to fiscal year by being actively involved with sales opportunities.
• Lead monthly meetings with each account manager to review sales performance compared to goals.
• Support the BlackHawk Pricing Program to grow margins.
• Review weekly account receivable report with BlackHawk credit specialist: support credit when requested.
• Ensure we are providing the best customer service in the industry.
• Provide leadership in supporting the ISO documentation process.
• Document and present sales data and analyze sale and industry trends.
• Develop and maintain relationships.
• Train sales staff, implement sales programs and goals to increase employee performance.

Customer Service Representative

Sales Manager