Customer Service Representative - Fasteners

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.

About the Role:

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.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in a customer service role, preferably within manufacturing, industrial supply, or related sectors.
• Basic understanding of fastener products or willingness to learn technical product details.
• Strong communication skills, both verbal and written.
• Proficiency with standard office software such as Microsoft Office and customer relationship management (CRM) systems.

Preferred Qualifications:

• Associate degree or higher in business, supply chain, or a related field.
• Experience working specifically with fasteners or industrial hardware products.
• Familiarity with inventory management and order processing software.
• Demonstrated ability to handle complex customer service issues in a fast-paced environment.
• Bilingual abilities, especially in Spanish, to support a diverse customer base.

Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, and other communication channels regarding fastener products and services.
• Process customer orders accurately, ensuring all details are correct and coordinating with inventory and shipping departments to meet delivery timelines.
• Provide detailed product information and technical support to help customers select the appropriate fasteners for their specific needs.
• Resolve customer complaints and issues efficiently by investigating problems, offering solutions, and escalating when necessary.
• Maintain accurate records of customer interactions, transactions, and feedback to support continuous improvement and reporting.

Skills:

The required skills enable the representative to communicate clearly and effectively with customers, ensuring their needs are understood and met with precision. Proficiency in CRM and office software supports efficient order processing and accurate record-keeping, which are essential for smooth daily operations. Technical knowledge of fasteners allows the representative to provide informed recommendations and troubleshoot product-related questions confidently. Preferred skills such as bilingual communication and familiarity with inventory systems enhance the ability to serve a broader customer base and streamline internal workflows. Together, these skills contribute to delivering a seamless customer experience and supporting the company’s operational success.

PPE REQUIRED:  

• Wrist rest for keyboard and mouse pad

OTHER INFORMATION:

BHID policy requires all potential employees to undergo pre-employment background and drug screening. This is a standard procedure we follow to ensure a safe and productive work environment. 

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

*BlackHawk Industrial is an Equal Opportunity Employer.

Executive Search Firms and Staffing Agencies: Please be advised that BlackHawk Industrial only accepts resumes from agencies with which we have an executed contract and proactively engaged with. Accordingly, BlackHawk Industrial and any of its affiliates are not obligated to pay referral fees to any agency that is not party to an agreement with BlackHawk Industrial. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of BlackHawk Industrial.