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

High school diploma; Bachelor’s Degree preferred
Minimum 3 years’ experience in a manufacturing setting
Minimum 1 year’s leadership experience
Proficient in Microsoft Office, including Excel, Word, and Outlook
Experience with order management/order entry, shipping/logistics, databases, and systems including SAP and WMS (preferred)

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
Serve as the primary point of contact for customers nationally and internationally, handling order intake, tracking order status, and providing detailed information about products and services
Collaborate with internal teams and stakeholders to deliver exceptional service and maintain strong customer relationships

Skills

Order Management

Customer Communication

Returns Processing

Credit Processing

Shipping Coordination

Logistics

Import/Export Documentation

Customer Portals

Order Tracking

Invoicing

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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