Sr IT Customer Support Specialist leading IT support operations for global service delivery at Honeywell. Engaging stakeholders and driving transformation initiatives in a hybrid work environment.
About the role
- Customer Service Representative managing customer accounts and supporting Account Managers. Engaging with suppliers while providing quality customer service at BlackHawk Industrial.
Responsibilities
- 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
Requirements
- High school diploma or equivalent required.
- Minimum 1 year previous experience in customer service or inside sales preferred.
- Experience in cutting tools, abrasives and MRO areas preferred.
- Experience with Microsoft office suite required.
- Excellent written and verbal communications skills utilizing phone, email and instant message.
- Excellent critical thinking skills to analyze and solve problems.
- Diligent and detail oriented.
- Ability to manage multiple tasks, shift gears to react to urgent scenarios and meet daily deadlines.
- 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.)
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
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