Customer Experience Join Journey Manager
BrightseedSalary not specified
Full Time
Mid-level (3 to 4 years), Senior (5 to 8 years)
Sr Customer Service Representative at Stanley Black & Decker
Highland Heights, Ohio, United States
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
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What is the work arrangement for this Sr Customer Service Representative role?
The position is onsite in Highland Heights, OH.
What benefits are offered for this position?
Benefits include medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, tuition reimbursement, discounts on Stanley Black & Decker tools, and other partner programs.
What are the required qualifications and skills for this role?
A high school diploma is required with a Bachelor’s Degree preferred, minimum 3 years’ experience in a manufacturing setting, minimum 1 year’s leadership experience, and proficiency in Microsoft Office including Excel, Word, and Outlook. Experience with order management, shipping/logistics, databases, SAP, and WMS is preferred.
What is the company culture like at Stanley Black & Decker?
The company values people with a sense of purpose, integrity, relentless pursuit of excellence, and a care for making things better. It features a top-notch team of more than 50,000 diverse and high-performing professionals globally working on beloved brands.
What growth opportunities are available in this role?
Employees can grow as part of a global company with 20+ brands, develop skills along multiple career paths, and access a wealth of learning resources including digital learning.
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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