Customer Service Representative

Stanley Black & Decker, Inc.; Medellín; Presencial; COP 20.088.000 - 35.712.000; Jornada completa

Descripción de la vacante

Stanley Black & Decker, Inc. in Medellín, Colombia, is seeking a Customer Service Representative for a hybrid schedule. You will handle inquiries via calls, email, web, and fax, while maintaining KPIs and product knowledge across the Stanley brands.

You’ll liaise with sales, distributors, and service teams to meet customer needs and process account updates with care. English proficiency and strong communication are essential.

Formación

• High School Diploma or its equivalent required.
• 6 months to 1 year of experience within customer service and call center environment.
• Proficient in Microsoft Office; Excel, PowerPoint, Word. SAP & Salesforce, Zendesk preferred.
• Interpreting KPI’S
• High level of English
• Excellent written and verbal communication skills
• Ability to research answers using multiple resources to satisfy customer inquiries in a timely manner.
• Patience and positive attitude

Responsabilidades

• Effectively and professionally handles all customer inquiries - calls, email, web, and fax transactions to ensure satisfaction, while supporting KPIs.
• KPIs measured will include abandonment rate and answer time.
• Acts as a liaison with sales personnel, distributors, and service personnel to meet and exceed customer expectations.
• Consistently improves and manages customer communication flow on promotions and product information.
• Updates, maintains, and analyzes customer account profiles.
• Maintains working knowledge of all company products, services, and promotions.
• Assists in training new employees in addition to other duties as assigned by management.

Conocimientos

Customer service

KPI interpretation

English proficiency

Written and verbal communication

Research inquiries

Patience and positive attitude

Educación

High School Diploma or equivalent

Herramientas

Microsoft Office

Excel

PowerPoint

Word

SAP

Salesforce

Zendesk

Descripción del empleo

Customer Service Representative – Hybrid

Medellín, Antioquia, Colombia

Come build your career.

It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you? Join our top-notch team of more than 50,000 diverse and high-performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

The Job:

As a Customer Service Representative, you’ll be part of our Tools & Outdoor team working as a hybrid employee. You’ll get to:

• Effectively and professionally handles all customer inquiries - calls, email, web, and fax transactions to ensure satisfaction, while supporting Stanley Black & Decker’s Key Performance Indicators (KPIs).
• KPIs measured will include abandonment rate and answer time.
• Acts as a liaison with sales personnel, distributors, and service personnel to meet and exceed customer expectations.
• Consistently improves and manages customer communication flow on promotions and product information.
• Updates, maintains, and analyzes customer account profiles.
• Maintains working knowledge of all company products, services, and promotions.
• Assists in training new employees in addition to other duties as assigned by management.

The Person:

You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. Wouldn’t it be great if you could do your job and do a world of good? In fact, you embrace it. You also have:

• High School Diploma or its equivalent required
• 6 months to 1 years’ worth of experience within customer service and call center environment
• Proficient in Microsoft Office; Excel, PowerPoint, Word. SAP & Salesforce, Zendesk preferred.
• Interpreting KPI’S
• High level of English
• Excellent written and verbal communication skills
• Ability to research answers using multiple resources to satisfy customer inquiries in a timely manner.
• Patience and positive attitude

The Details:

You’ll receive a competitive salary and a great benefits plan.

And More:

We want our company to be a place you’ll want to be – and stay. Being part of our team means you’ll get to:

• Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths.
• Learn: Have access to a wealth of learning resources, including our digital learning portal.
• Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for a wide range of perspectives and experiences.
• Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices.

What’s more, you’ll get that pride that comes from empowering makers, doers, protectors, and everyday heroes all over the world. We’re more than the #1 tools company. More than a driving force in outdoor power equipment. More than a global leader in industrial. We’re visionaries and innovators. As successful as we’ve been in the past, we have so much further to go. That’s where you come in. Join us!

We Don’t Just Build The World, We Build Innovative Technology Too.

Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 43,500 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

Who We Are

We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.

Global Benefits & Perks

You’ll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire.

What You’ll Also Get

Career Opportunity: Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.

Learning & Development:

Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).

Diverse & Inclusive Culture:

We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too.

Purpose-Driven Company:

You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.