Escalations Senior Specialist at Stanley Black & Decker

Medellin, Antioquia, Colombia

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Consumer Goods, ManufacturingIndustries

Requirements

At least 2 years of basic frontline customer service experience
Bilingual (English)
Excellent soft skills to effectively resolve issues with escalated customers
Proficient in Microsoft Office (Excel, PowerPoint, Word, etc.); Zendesk preferred
High technical expertise on products
Excellent verbal and written communication skills
Strong analytical and problem-solving skills
Empathy and patience
Technical proficiency with all channels, SAP, ZD, and other customer service tools
Attention to detail
Ability to multitask effectively
Ability to mentor agents as required
Ability to work well within a team

Responsibilities

Serve as the main point of contact for escalated customer interactions across all channels
Manage and resolve complex, sensitive, or high-impact customer issues with a focus on achieving a positive outcome for both the customer and the business
Actively listen to customers to understand their concerns fully, demonstrating empathy and patience throughout the interaction
Analyze situations to identify root causes and provide effective, long-term solutions
Work cross-functionally with other teams to gather information and ensure timely resolution of escalated cases
Document all escalations accurately, noting key details and resolutions for reporting and process improvement
Provide insights and feedback to leadership on recurring issues to drive operational or procedural improvements
Act as a role model for professional communication and conflict management within the team

Skills

Customer Service

Escalation Management

Problem-Solving

Analytical Skills

Communication Skills

Conflict Management

Active Listening

Empathy

Cross-Functional Collaboration

Process Improvement

Stanley Black & Decker

About Stanley Black & Decker

New Britain, ConnecticutHeadquarters

1843Year Founded

IPOCompany Stage

Industrial & Manufacturing, Consumer GoodsIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Company Match

401(k) Retirement Plan

Employee Stock Purchase Plan

Paid Vacation

Paid Sick Leave

Paid Holidays

Unlimited Paid Time Off

Wellness Program

Phone/Internet Stipend

Risks

Emerging Asian tool manufacturers increase competition, impacting market share and pricing.

Stricter environmental regulations may raise production costs for power tools.

Growing tool rental services could reduce individual tool purchases, affecting sales.

Differentiation

Stanley Black & Decker integrates WhisperDrive technology, enhancing product performance and market appeal.

DEWALT's POWERSHIFT system reduces CO2e emissions by up to 60%, leading in eco-friendly tools.

CRAFTSMAN's seven 2024 Pro Tool Innovation Awards highlight its industry-leading innovation.

Upsides

Partnership with WECS Renewables expands reach into the renewable energy sector.

Increased demand for eco-friendly tools boosts DEWALT's market traction in North America.

DEWALT's tool donation initiative supports tradespeople, potentially increasing brand loyalty.

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