BlackHawk Industrial · 18 hours ago
Customer Service Manager
Seattle, WA, US
Full-time
Onsite
Senior Level, Lead/Staff
$80K/yr - $85K/yr
10+ years expBlackHawk Industrial provides high-quality industrial products and equipment, focusing on local relationships with customers. The Customer Service Manager leads the branch's customer service function, aiming to enhance customer satisfaction and retention while ensuring efficient departmental operations.
IndustrialManufacturingSupply Chain Management
Responsibilities
Personally exhibits, recruits and coaches associates consistent with Core Behaviors
Responsible for promoting culture of safety
Maintain a consistent level of CSR team performance by hiring, training, monitoring, and developing a high-quality team of CSRs taking appropriate corrective action when needed
Align the efforts of the CSR team with the branch business plan to achieve results
Locally, function as the senior subject matter expert on the systems and procedures used to process and manage the company’s sales and inventory related transactions so that problems can be diagnosed and corrective action prescribed and executed
Utilize transactional reporting available through BlackHawk systems to monitor the activities and outputs of the CSR team to insure benchmarks, quality standards, and key performance metrics are being achieved according to company policies and procedures, and branch goals
Facilitate, oversee and execute actions in conjunction with CSRs, account managers and members of cross functional departments to enable successful transaction processing, problem solving, corrective actions, and project work
Develop and maintain an understanding of how P21 and our vending systems act together and in parallel to facilitate transaction processing and inventory management
Approve pricing variances as needed and within the guidelines set by the General Manager
Partner with sales team to grow and exceed sales and gross profit objective for fiscal year
Maintain a broad knowledge of company policies and procedures, work instruction, and specific software (P21, Acclaim, etc.)
Support the BlackHawk pricing program to grow gross margin
Support BlackHawk purchasing on all safety stock and guaranteed stock quantity requests, etc
Work with BlackHawk assigned credit representative to insure transparent process with customer, Holds, etc
Work with BlackHawk purchasing on vendor issues, special pricing, and growth opportunities
Promote positive relationships with our vendors, make CSR’s aware of promos and how they work, along with making sure flyers are distributed and explained
Support focus products and AD vendors
Monitor the office supplies for replenishment (toner cartridges, paper supplies, etc.)
Help coordinate positive office functions and help keep enthusiasm on a high level
Be able to discuss personal issues and know how to direct employees for further needs i.e. HR contact
Develop a clear understanding of the branch’s business plan and BlackHawk’s brand promise and ensure that the actions and outputs of the CSR team will consistently support the achievement of the “promise” and the branch’s sales, gross margin, income, and working capital goals
Monitor inventory and stock levels to ensure effectiveness of the branch plan
Perform all work in accordance to ISO processes and procedures
Qualification
Required
Proficient with the use of computer software specific to the operation (Microsoft Office, P21 etc.)
High knowledge of manufacturing, industrial supply products, and export requirements
Excellent analytical skills
Excellent written and verbal communication skills
Flexible hours
Ability to plan / prioritize
Approachable
Strong coaching abilities
High School Diploma or equivalent required
Bachelor's degree required
10+ years in a like position
Minimum 5 years hands-on experience in Industrial Distribution
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 will money or prizes
Tuition Reimbursement – after 1 year of employment
Company
BlackHawk Industrial
BlackHawk Industrial truly believes in the power of the deep personal relationship between the local distributor and the customers Service
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$96M2018-09-17Acquired
2015-01-20Debt Financing· $96M
Leadership Team
Tonya Pivarnik, CPA
Chief Operating Officer
Recent News
Company data provided by crunchbase