Customer Service Manager

Job Description

Job Description

WHO ARE WE : BlackHawk Industrial provides you the highest quality industrial products and equipment, offering manufacturing services while creating innovative engineered supply solutions. We truly believe in the importance of the local relationships with the customers we service. Our employees have fun every day exceeding the expectations of our customers, suppliers, and shareholders. We distinguish ourselves as the #1 choice of industrial manufacturers who are in need of Technical Service and Production Savings.

We are BIG ENOUGH TO SERVE, and SMALL ENOUGH TO CARE.

SUMMARY : 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. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

ESSENTIAL COMPETENCES AND RESPONSIBILITIES :

• 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.)
• Pricing : Support the BlackHawk pricing program to grow gross margin. Support all new BlackHawk processes
• Purchasing : Support BlackHawk purchasing on all safety stock and GSQ requests, etc.
• Credit : Work with BlackHawk assigned credit representative to insure transparent process with customer, Holds, etc.
• Vendors : Work with BlackHawk purchasing and 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
• Integrated solutions ESS : Communicate issues and concerns, opportunities and commitments to your BlackHawk Integrated Specialists
• Warehouse : Communicate any delivery issues to warehouse leadership
• ISO : Engage the ISO process. Implement and follow the BlackHawk ISO process
• Staff Development : Work with Human Resources to develop growth opportunities for your staff : Hiring, Promotions, Education, etc.
• Monitor job related supplies for replenishment (toner, papers, supplies, etc.), order when needed
• Monitor related 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 / health issues
• Report and approve time worked / time off requests and attendance issues through HR
• Develop a clear understanding of the branch’s business plan and BlackHawk’s brand promise and insure 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.
• 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.
• Build and champion a branch culture consistent with BlackHawk Core Behaviors that encourages high quality execution combined with a customer focused approach. Evidence of this culture will express itself as branch staff acting with a sense of urgency to fulfill customer requests a branch staff that is empowered to think broadly and creatively to solve customer challenges collaborating with local and cross functional team members when necessary.
• 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.
• Develop and maintain an understanding of how P21and our vending systems act together and in parallel to facilitate transaction processing and inventory management so that the work of the ESS specialists reporting to the CSR manager can be monitored and directed, and problems can be diagnosed and corrected.

QUALIFICATIONS :

SUPERVISORY RESPONSIBILITIES :

EDUCATION and / or EXPERIENCE :

CERTIFICATES, LICENSES, REGISTRATIONS :

BENEFITS :