Senior Customer Service Representative
$56,160–$62,400 year
On-siteTustin, California, United States or Anaheim, California, United States
Job Summary
Conduct daily customer service operations as a subject matter expert, resolving escalated inquiries and monitoring OS tickets for accurate transfers. Lead training sessions for new CSRs, mentor team members, and disseminate knowledge from limited space trainings. Proactively examine ordering trends to identify margin opportunities through alternative sourcing or better buying practices. Suggest enhancements to current practices or software, providing root cause analysis and corrective action recommendations. Perform all standard CSR duties while fostering a culture of safety and excellence within the department.
Required 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, prioritize 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
- Experience in industrial field, B2B sales and/customer service
- High school diploma or equivalent
- Minimum 3 years previous experience in customer service at BlackHawk
- Experience in cutting tools, abrasives and MRO areas
- Experience with Microsoft office suite
- Employee is regularly required to speak and understand English
- Employee is regularly required to stand, walk, sit, use hand to finger, handle or feel objects, tools or controls
- Employee is regularly required to reach with hands and arms
- Employee is required to use computer and other equipment
- Employee frequently lifts and/or moves up to 50 pounds
- Specific vision abilities include close vision and the ability to clearly focus vision
- Eye protection
- Ear protection
- Steel-toed shoes
- Head protection
- Pre-employment background and drug screening
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