Sr Customer Service Representative at Stanley Black & Decker

Highland Heights, Ohio, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Manufacturing, Tools, Consumer GoodsIndustries

Requirements

Demonstrated ability to communicate clearly and professionally with both internal and external customers across various channels, including in-person, phone, email, and instant messaging
Proven ability to ensure accuracy in order processing, record-keeping, and documentation management
Strong analytical and critical thinking skills to identify, address, and resolve customer issues effectively and efficiently
Ability to work collaboratively with colleagues and departments to achieve shared goals and contribute to a positive team environment
Minimum of 5 years of experience in customer service or a related field, with a track record of delivering excellent customer support
Proficient in Microsoft Office Suite (Word, Excel, Outlook, etc.) and experience with MRP systems (Navision preferred)
Willingness and ability to learn a complex electro-mechanical product line through interactions with customers, sales engineers, manufacturing teams, and product management
Ability to manage multiple priorities effectively, meet deadlines, and adapt to changing demands in a fast-paced environment
Bachelor’s Degree preferred but not required, depending on relevant experience and skills

Responsibilities

Enter customer orders accurately and within specified timeframes
Track and follow up on orders to ensure timely delivery
Process customer orders and quotes received via phone, email, and customer portals
Respond promptly to customer inquiries and follow up as needed
Maintain accurate records of customer interactions and documentation
Advocate for customers by addressing expedite requests and ensuring resolution
Handle customer returns and process requests for credit
Assist in resolving credit-related issues in collaboration with internal teams
Manage shipping and invoicing documents to ensure accuracy
Oversee import/export documentation and compliance with support of corporate customs compliance
Schedule and coordinate freight for sales orders and miscellaneous shipments

Skills

Key technologies and capabilities for this role

Order ManagementCustomer CommunicationReturns ProcessingCredit ProcessingShipping CoordinationLogisticsImport/Export DocumentationFreight SchedulingProblem-SolvingAttention to DetailTeam Collaboration

Questions & Answers

Common questions about this position

Is this position remote or onsite?

This is an onsite position in Highland Heights, OH.

What benefits are offered for this role?

You'll receive a competitive salary and a great benefits plan including medical, dental, life, vision, and disability.

What are the key skills required for this position?

Key skills include effective communication, attention to detail, problem-solving, team collaboration, and proficiency in Microsoft Office Suite and MRP systems like Navision.

What is the company's culture like?

The company values people with a sense of purpose, integrity, relentless pursuit of excellence, and a commitment to making things better, with a diverse team of over 50,000 high-performing professionals.

What experience is needed to be a strong candidate?

A minimum of 5 years of customer service experience is required, along with a Bachelor’s Degree preferred but not required depending on relevant experience and skills.

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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