B2B Sr. Customer Service Representative

Stanley Black & Decker, Inc.; United States; A distancia; USD 38.000 - 62.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Discounts on tools

Comprehensive benefits

Descripción de la vacante

Stanley Black & Decker, Inc. is seeking a remote B2B Sr. Customer Service Representative to support the Tools & Outdoor Contact Center.

You will act as a liaison among sales, distributors, and service personnel, manage inquiries via calls, email, web, and fax, and drive customer satisfaction while meeting KPIs. The role requires 1–2+ years in customer service, proficiency in SAP, Salesforce, and Microsoft Office, and strong attention to detail.

Formación

• 1–2+ years of customer service experience; call center environment preferred.
• Proficient in SAP & Salesforce.
• Proficient in Microsoft Office.
• Interpreting KPI’s.
• Willingness to assist new team members and peers, including training.
• Strong attention to detail.
• Effective communication skills.

Responsabilidades

• Act as a liaison with sales personnel, distributors, and service personnel to meet and exceed customer expectations.
• Handle higher level customer service professionalism, call escalations.
• Ability to analyze data and report findings.
• Oversee all customer inquiries - calls, email, web, and fax transactions to ensure satisfaction, while leading KPIs.
• Improve and manage customer communication flow on promotions and product information.

Conocimientos

Customer service

Call center

KPI interpretation

Attention to detail

Communication skills

Educación

High School Diploma

Herramientas

SAP

Salesforce

Microsoft Office

Descripción del empleo

B2B Sr. Customer Service Representative – Remote

Remote, USA

Come build something that matters.

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 approximately 43,500 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 B2B Sr. Customer Service Representative, you’ll be part of our Tools & Outdoor Contact Center team working as a remote employee. You’ll get to:

• Act as a liaison with sales personnel, distributors, and service personnel to meet and exceed customer expectations.
• Hold a higher level of customer service professionalism, call escalations.
• Ability to analyze data and report findings.
• Effectively and professionally oversee all customer inquiries - calls, email, web, and fax transactions to ensure satisfaction, while consistently leading and hitting Stanley Black & Decker’s Key Performance Indicator’s (KPIs).
• Consistently improve and manage customer communication flow on promotions and product information.

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:

• 1 to 2+ years of customer service experience; call center environment preferred.
• High School Diploma or its equivalent required.
• Proficient in SAP & Salesforce.
• Proficient in Microsoft Office.
• Interpreting KPI’s.
• Willingness to assist new team members and peers, including training.
• Strong attention to detail.
• Effective communication skills.

Other (for Internal Applicants):

• Minimum of 12 months in current role (Internal Applicant)
• Employee must not be on a Written Notice disciplinary action level (within the last 6 months - Internal Applicant)
• Gaining or attained working knowledge proficiency in areas of discipline (Internal Applicant).

The Details:

You’ll receive a competitive salary and a great benefits plan, including:

• Medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement in addition to programs & benefits in support of your well-being.
• Discounts on Stanley Black & Decker tools and other partner programs.

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!

This role is not eligible for visa sponsorship (H1B, OPT/CPT, TN etc).

The Salary range for this position is $38,300.00 - $61,600.00

• This is the lowest to highest annual full-time salary range we would pay for this role at the time of this posting. The salary offered within the range may vary depending on multiple factors including job level, geographic location, job-related knowledge, skills, qualifications, experience and in compliance with local wage requirements. Please note that salary is only one component of total rewards at Stanley Black & Decker.
• The salary range listed in this job posting reflects the range for the primary location specified. The salary range may vary for other locations.
• The successful candidate may be eligible for annual merit increases.
• Medical, dental, life, vision, disability,401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement in addition to programs & benefits in support of your well-being.
• Discounts on Stanley Black & Decker tools and other partner programs.

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.

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.

Benefits & Perks

You’ll get a competitive salary and a comprehensive benefits plan that includes medical, dental, life, vision, wellness program, disability, retirement benefits, Employee Stock Purchase Plan, Paid Time Off, including paid vacation, holidays & personal days, and tuition reimbursement. And, of course, discounts on Stanley Black & Decker tools and products and well as discount programs for many other vendors and partners.

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.

EEO Statement:

All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status or any other protected characteristic.

If you require reasonable accommodation to complete an application or access our website, please contact us at [phone] or at [e-mail]. Due to volume, we cannot respond to unrelated inquiries about the status of a completed application or resetting an account password.

Know Your Rights: Workplace discrimination is illegal (eeoc.gov)