Senior Customer Service Representative

Company: BlackHawk Industrial
Location: Carol Stream
Posted on: June 13, 2022

Job Description:

Job DescriptionESSENTIAL DUTIES AND RESPONSIBILITIES:

• Personally exhibits, recruits and coaches associates consistent with 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. Appointed as department representative to attend limited space training and disseminate the knowledge to the team.
• Mentor and support Customer Service Representative and new employees while exhibiting best practice models.
• Monitors OS Ticket with ability to correctly transfer tickets to other departments and/or assign within a department.
• Proactively examines ordering trends and looks for opportunities to gain margin through utilizing an alternative source or better buying practices.
• Suggests 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.
• Performs 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, shift gears to react to 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.
  • 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 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 requiredWORK ENVIRONMENT:
          • Employee is regularly required to speak and hear 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 _25_ pounds. Specific vision abilities include close vision and the ability to clearly focus vision. BENEFITS:
            • 401K Plan and Company Match Medical
            • Dental and Vision Insurance
            • Company paid Long Term and Short Term Disability
            • Life Insurance
            • Paid Time Off *BlackHawk Industrial is an Equal Opportunity Employer

Keywords: BlackHawk Industrial, Carol Stream , Senior Customer Service Representative, Hospitality & Tourism , Carol Stream, Illinois