Responsable Service Client SAV & Helpdesk at Stanley Black & Decker

Dardilly, Auvergne-Rhône-Alpes, France

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Tools, ManufacturingIndustries

Requirements

Minimum 5 years of experience in a similar position
Successful experience in team management in person and remotely
Good mastery of SAV management and IT tools: Excel, PowerPoint, SAP, Salesforce.com, Outlook
Ability to analyze problems encountered and propose solutions
Good level of English
Strong communicator
Proactive and force of proposal
Leadership
Positive mindset
Ability to federate and unite teams

Responsibilities

Structure and manage the Customer Service SAV and Helpdesk team of 15 people, reporting to the SAV Director France and Africa
Define and deploy standard processes
Animate the team to achieve service objectives
Coordinate customer service/guarantee consumer SAV tasks
Ensure training of teams
Monitor and improve activity indicators by proposing action plans
Guarantee proper management and follow-up of SAV orders, phone calls, and emails
Manage disputes
Create a culture of continuous improvement and launch actions to implement these ideas

Skills

Excel

PowerPoint

SAP

Salesforce.com

Outlook

Team Management

Process Definition

Performance Indicators

Customer Service

Litigation Management

English

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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