Customer Service Representative - Fasteners

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Full Time Clerical Franklin, IN, US

Salary Range: $20.00 To $23.00 Hourly

WHO ARE WE: Black Hawk 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: The Customer Service Representative
- Fasteners plays a critical role in ensuring customer satisfaction by providing expert support and guidance related to fastener products. This position involves managing customer inquiries, processing orders accurately, and resolving any issues promptly to maintain strong client relationships. The representative will serve as a knowledgeable liaison between customers and internal teams, facilitating clear communication and efficient problem-solving. Success in this role directly impacts customer retention and the overall reputation of the company within the fastener industry.

Ultimately, the role demands a commitment to delivering exceptional service while supporting the operational goals of the organization.

• Exhibits behaviors consistent with Black Hawk’s Core Behaviors.
• Promotes and supports a culture of safety.
• Responds promptly and professionally to customer and Account Manager inquiries regarding fastener products, orders, pricing, availability, and delivery requirements.
• Develops and maintains strong working knowledge of fastener products, including product types, materials, grades, finishes, sizes, thread types, specifications, and common applications.
• Reviews customer requirements and assists in identifying appropriate fastener products based on specifications, drawings, part numbers, samples, or other information provided by the customer.
• Assists customers and Account Managers with identifying fastener alternatives or substitutions when requested products are unavailable, coordinating with appropriate technical or sales resources when necessary.
• Prepares and processes customer quotes and orders for standard and specialty fastener products accurately and efficiently.
• Verifies critical order details, including part numbers, dimensions, quantities, materials, finishes, specifications, pricing, availability, and delivery requirements.
• Supports customer requirements for standard, specialty, and custom fasteners and coordinates internally on sourcing or manufacturing requirements when applicable.
• Provides accurate information regarding product availability, lead times, minimum order quantities, packaging requirements, and delivery expectations.
• Coordinates with Purchasing, Sales, Operations, Warehouse, Manufacturing, and other internal teams to source products and meet customer requirements.
• Supports value-added fastener solutions, including kitting, packaging, custom components, and other capabilities offered by Black Hawk.
• Investigates and resolves order discrepancies, incorrect products, shortages, damaged material, returns, and other customer concerns.
• Works with internal teams to resolve quality or specification concerns involving fastener products and ensures issues are appropriately documented and escalated.
• Maintains accurate customer, product, quote, order, and transaction information within applicable company systems.
• Builds strong relationships with customers by understanding their business, purchasing patterns, product requirements, and service expectations.
• Supports Account Managers in growing and retaining fastener business by providing responsive service, product knowledge, and effective order management.
• Performs other duties as assigned.

QUALIFICATIONS:

• Strong customer service orientation with the ability to build and maintain positive customer relationships.
• Excellent verbal and written communication skills.
• Strong attention to detail and commitment to accuracy.
• Excellent critical thinking skills to analyze and solve problems.
• Ability to manage multiple tasks, shift gears to react to urgent scenarios and meet daily deadlines.
• Ability to process orders and maintain accurate records.
• Ability to provide recommendations and troubleshoot product related questions.
• Ability to streamline internal workflows to deliver a seamless customer experience.

• High school diploma or equivalent.
• Proven experience in a customer service role, preferably within manufacturing, industrial supply, or related sectors.
• Previous fastener product knowledge is preferred but not…